Customer Service Associate

Competition 1204

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.

Location - Work primarily takes place at South Campus, Edmonton. This role is in-person.

Working at the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

Working for the Department

Campus & Community Recreation is the host of multiple wellness activities and events that run throughout the University of Alberta campus. This includes recreational events and programs that are available at North Campus as well as South Campus. Campus & Community Recreation offers programs and facilities aimed to meet the needs and interests of the broad range of communities that we serve. From group exercise to individualized personal training; from healthy living activities to physical assessments preparing for specific work environments; from recreational sports to elite sport training; and a range of ethnic and cultural dance, Campus & Community Recreation has the breadth and depth of activities to enhance the experiences of students, staff and community members alike.

The role of Campus & Community Recreation is to contribute to the overall academic vision of the university. We support our communities (students, staff, faculty, and community members) to explore and enhance their physical, mental, emotional, and spiritual well-being through physical and social activity. We strongly believe in the power of recreational activities to support these needs.

Position 

Reporting to the Customer Service Coordinator, the Customer Service Associate is an integral member of the Campus & Community Recreation Saville Community Sports Centre – West (SCSCW) team. Campus & Community Recreation supports the management of sport and recreation facilities, programs, services and events serving a variety of communities including University of Alberta students, staff, Faculty and general community members. Campus & Community Recreation also supports the facility and service needs of the Faculty of Kinesiology, Sport, and Recreation and the Varsity Athletics programs through the provision of dedicated sports and recreation space for teaching, research, training, and competition.

This position is located at the Saville Community Sports Centre - West (SCSC-W) which is a multi-use recreation facility located on the South Campus of the University of Alberta. The facility is operated in partnership with the GO Sports partners and primarily services a community client. The Customer Service Associate will provide frontline customer service on a day-to-day basis at the Saville Community Sports Centre – West (SCSCW). The Associate will provide support and direction to casual customer service staff members working with the facility to ensure high-quality service. The CS Associate will assist with daily oversight of the reception and customer service duties for the SCSC-W and also provide administrative support in the day-to-day functions of the Customer Service desk.

This position will assist in a number of key areas including: staff training; information coordination/dissemination; and financial transactions. The Associate will provide leadership to casual customer service staff regarding facility activities and have a strong communication role in promoting programs, memberships and events to the general public.

In addition to the customer service area, this position will assist with administrative aspects such as building facility schedules and implementing procedures and processes related to Saville Community Sports Centre – West memberships, drop-in use and facility bookings.

**Please note that this position will have a normal workweek schedule Tuesday-Saturday and requires the ability to work evening hours

Duties 

• Responds to patron and general public inquiries regarding memberships, policies and procedures, and the services offered by the Saville Community Sports Centre (SCSC) and Foote Field
• Proficient and efficient use of Recreation Management software (RMS) and taking a lead role in training casual staff in use of each module
• Assists with the development of facility schedules and Google calendar entries
• Provides post-event evaluation for future planning purposes and makes recommendations to the Managers to improve event quality
• Assists with casual staff training and shadow shifts, observing that casual staff are proficient in their duties
• Provide ongoing follow-up in specific areas for staff including emergency procedures, general desk duties, administrative functions in RMS and procedures related to facility policies
• Understands, fulfills and promotes the health, safety and environment responsibilities as defined in the University's Health and Safety Policy

Minimum Qualifications

• High School Diploma
• Current Intermediate (Standard) First Aid Level C CPR (received in last 2 years)
• Cleared Police Information Check
• Strong communication and conflict-resolution skills

Preferred Qualifications

• Experience in Recreation Management Software training is an asset
• A degree in Kinesiology, Sports and Recreation and an understanding of facility operation is an asset
• Ability to multi-task and work in a fast-paced environment