Customer Experience Team Leader

Why work for the Town of Canmore? Our team is professional, fun, dedicated and passionate about our work, the community, and the endless opportunities for recreation in our magnificent Rocky Mountain environment. Our goal is to enhance the quality of life for our citizens and visitors contributing to a healthy, sustainable, inclusive community for all. As a leader in our Customer Experience Team, you will have the opportunity to support the community as part of an energetic and dedicated recreation team committed to promoting a high level of community wellness and exceptional customer service.

Position Overview: The Customer Experience Team Leader position is responsible for overseeing the effective day-to-day operations of the customer service desk and front-line membership service activities. As a valued member of the Customer Experience Team, you will work closely with a talented and energetic group of recreation service professionals to provide an exceptional customer experience and ensure access to high quality recreation programs for all stakeholders, residents and visitors in our community. You will have the opportunity to further develop your leadership skills as you take the lead on employee training, support and mentorship to the customer service team helping to ensure a service-focused, empowered team environment. Your exceptional customer service skills will be fully employed and further developed as you lead the team in Service recovery; responding in a professional and timely manner to all inquiries, complaints or suggestions from the public and providing effective follow-up as required. In addition, you will have the opportunity to collaborate with many talented people in our organization as this role is also responsible for on-going communication with other Recreation Department supervisors, stakeholders and external partners to ensure successful integration of operations in ways that support a positive customer experience, participation and membership sales.

Attributes: This is the prefect job for someone who is a friendly, confident, team player looking for a leadership development role where they can showcase and further develop their mentorship and exceptional customer service skills! The successful applicant will need to have excellent written and verbal communication skills as they liaise with many talented people inside and outside the organization to ensure efficient and effective front desk operations and exceptional delivery of recreation programs and services. The incumbent will need to employ their exceptional problem-solving skills, keen attention to detail and ability to manage a fast-paced environment as they enthusiastically support and cooperate with others to develop solutions to customer service and programing challenges daily.

Hours of Work: Our fabulous Elevation Place Recreation Facility is a 364-day a year operation. The Customer Experience team plays a crucial role in the day-to-day operations of this facility and tis required to work a diversity of shifts to support the operational success. Flexibility from our Team Leaders to work evenings, weekend and holiday scheduling will be a requirement of this position.

Experience:
– Minimum of 2 in Recreation and/or Front Desk Customer Service – required
– Experience in leading people, customer service, and membership sales/services – asset
– Ability to manage a high volume, fast-paced customer service environment including bookings, walk-ins, membership sales, inquiries and complaints – required
– Ability to work well under pressure, while creating and maintaining a fun workplace – required
– Intermediate level of computer skills in Microsoft Office software and database entry/reporting – required
– Previous experience with recreation or hospitality management software for activity and facility management – preferred

Education:
Post-secondary education in Recreation, Kinesiology, Physical Education, Business or Hospitality, Travel and Tourism – asset
Current Standard First Aid and CPR Certification, including AED – required

Compensation & Benefits
– Hourly Rate- $32.57 – $36.40 per hour. Compensation will be calculated based on the successful candidate’s related work experience/education and internal equity considerations.
– Full -time temporary position for 12 months
– Anticipated start date – July 21st, 2024
– Competitive salary, temporary benefits package, & personal wellness plan
– Personal development & learning opportunities
– Positive work culture
– Work-Life Balance

Closing Date for Applications: This posting will remain open until 9.59 pm MST on the 24th of June 2024.

How to Apply: To apply, please combine your cover letter and resume into a single document (PDF or Word) and click the “Apply Now” button on our website. To help us learn more about you, in your cover letter please clearly detail the following:

1. Why would you make a great Team Leader? What Leadership abilities will you bring to our team?

2. What is your customer service philosophy and how would it benefit our clients and organization?

Prior to beginning work, the successful candidate will be required to submit all required certifications and
documentation, including driver`s abstract and records checks. The Town of Canmore wishes to express our appreciation to all applicants for their interest and effort in applying for this position. However, only candidates selected for interviews will be contacted.

The Town of Canmore is an inclusive and equal-opportunity employer. All applicants will be considered for employment without attention to age, colour, race, gender, ancestry, ethnic origin, disability or sexual orientation. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, hr@canmore.ca