Customer Experience Coordinator

The Customer Experience Coordinator is a member of the Recreation team of Cougars Athletics and Recreation which actively creates, promotes and sustains an environment in which the Mount Royal University community is challenged and supported in pursuit of personal growth in the areas of Athletics and Recreation.

Reporting to the Fitness and Customer Experience Supervisor, the incumbent is responsible for ensuring that all members of the MRU community receive reliable and responsive service in person, over the telephone, via email and online. The coordinator oversees the operations of the MRU Recreation Customer Service Centre including opening and closing, access control, staffing, scheduling, technology systems and member services. The Customer Service Centre is the central hub for the Recreation Centre and is a high-paced environment with more than 2,000 student, employee, and public entries per day during peak times through the academic year.

Customer Service Centre Operations (70%)
– Describe and enforce departmental and institutional policies and procedures specific to operations of the Recreation Centre and explain the rationale behind policies and procedures to customers and casual employees.
– Facilitate execution of daily operations such as opening/closing the Recreation Centre, facility checks, equipment lending, POS item inventory, towel service, and facility access control.
– Support and troubleshoot Customer Service Centre technology systems (e.g., access gate, recreation management platform, POS devices, PCI terminals, card printer, online registration platform, and employee workstations.)
– Develop Customer Service Centre staffing schedules taking into consideration institutional policies, MRSA collective agreement, employment standards, holidays and special events.
– Maximize customer experience by applying departmental service standards (reliability, responsiveness, and relationships) to areas of responsibility in-person, over the phone, and via email.
– Articulate the departmental service standards in behavioural terms so casual employees can demonstrate the service standards through actions.
– Assist in the creation of guidelines and procedures for responses to customer service-related matters.
– Establish and promote a climate of openness and approachability when resolving highly sensitive and complex issues.
– Troubleshoot and problem-solve when technology doesn’t work properly.
– Assist in conducting interviews and justifying hiring decisions for Customer Service Centre positions.
– Implement training for casual employees to comply with departmental, institutional, and provincial requirements.
– Conduct team building and training activities for casual employees that are appropriate for their position.
– Lead and/or facilitate effective training sessions.
– Model, encourage, and promote community by reinforcing the values of the department and institution.
– Provide coaching to individual casual employees who may need improvement to meet the expectations of their position.

Member Services (25%)
– Coordinate the day to day and on-going functions of locker membership management including: managing inventory, cleaning/clear outs, renewal periods and managing waitlists.
– Administer the daily and on-going functions of member services including: facility tours, membership package sales, membership holds and cancellations, and membership reports.
– Coordinate member retention strategies and initiatives.
– Facilitate a culture which resolves concerns and closes the feedback loop in a timely fashion.
– Assist with the creation of area budgets including revenue and expense forecasts.

Departmental, Divisional and Institutional Service and Planning (5%)
– Support the development of innovative collaborative partnerships to advance the departmental, divisional and institutional strategic reach.
– Collaborate with others across campus to further equity, diversity, and inclusion.
– Advance and serve on department committees.

Minimum Qualifications:
– Passion and energy for inspiring people to move so that they can be the best version of themselves.
– Understanding of one’s own identity and learning from the identity of others to interact respectfully and include others of varying backgrounds.
– Previous work experience 2 – 3 years in customer service environment with supervisory experience.
– Ability to establish effective working relationships and work as a member of the team.
– Service-oriented and capable of dealing with a wide variety of customers.
– Proficiency coordinating and scheduling a casual employee base.
– Experience training, supervising and leading casual/student staff.
– Ability to connect with university students through coaching and or mentoring roles.
– High degree of familiarity with fitness and recreation operations, programs and services is necessary.
– Excellent communication, organizational and interpersonal skills.
– Demonstrated innovation, creativity and informed risk taking.
– Proficiency in computer software applications, including all Google suite applications, and experience with Recreation software (ActiveNet, Innosoft Fusion, CLASS, etc).
– Demonstrated knowledge of theories and practices in promoting student development and learning.
– Standard First Aid & Basic Rescuer CPR.
– Ability to work flexible hours including evenings and weekends as needed.

Preferred Qualifications:
– Bachelor’s degree in physical literacy, recreation, physical education, sport management, or related field.
– Relevant experience in a comparable university or similar recreation setting.
– Demonstrated experience in leading a diverse team.
– Experience with ActiveNet or similar recreation registration and facility management software.
– Membership and active involvement in relevant professional organizations such as ARPA, NIRSA, AFLCA and/or other higher education associations

Apply at: https://mtroyalca.hua.hrsmart.com/hr/ats/Posting/view/2598