Position Description

Customer Service Representative
Location Canlan Ice Sports North Shore - North Vancouver, BC
Employment duration Full time
Employment Status: Employee
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Canlan Ice Sports is currently looking for a Customer Service Representative.

The Customer Service Representative provides professional, efficient and courteous administration support and customer service, whether in person, on the phone or via email. They are strong communicators, able to talk with customers, colleagues and management effectively.

OPERATIONAL RESPONSIBILITIES

Functional

  • Provide service and information for walk-in customers, or by phone or e-mail
  • Answer incoming calls responding to inquiries or directing callers to the appropriate department
  • Accept payments and provides receipts to customers for drop-in programs, contract, programs and league or tournament payments
  • Take casual/spot rental bookings, prepares contracts and collects fees
  • Generate and distribute daily sport surface schedule
  • Report repair and maintenance requirements to Operations department personnel

Health and Safety

  • Is the main point of contact in emergency situations and is aware of all emergency contact details
  • Adhere to all Risk Management policies and procedures
  • Report any unsafe Health & Safety conditions
  • Is "WHMIS" and "Workplace Violence" trained
  • Is aware and understands implementation of the Facility Emergency Plan, Incident Reports and knows the location and how to use the First Aid Kit, Eye Wash Station and Defibrillator
  • Wear appropriate Personal Protective Equipment (PPE) when required

Energy & Environmental Sensitivity

  • Ensure consideration for best practices in energy use management and environmental impact are employed

CORE COMPETENCIES

Appropriate behaviour

  • Act honestly with integrity, being productive, co-operative, accountable, responsible and flexible
  • Proven work ethic to meet personal commitments
  • Adhere to policies and regulations
  • Responsible for the safe and secure handling of money
  • Share complete and accurate information
  • Maintain confidentiality
  • Maintains Work and Personal Standards
  • Provide a high level of accuracy and detail in order to exceed expectations
  • Is concerned with personal wellbeing and maintains professional standards of dress and hygiene as detailed in the Canlan Dress Code Guidelines
  • Adhere to and support
    • The Canlan Mission, Vision and Culture Statements
    • Canlan’s policies, procedures and best practices
    • The Customer Service Charter
    • Corporate priorities

Attendance, Punctuality and Timeliness

  • Achieve expectations with regards to schedules and is sensitive to the timeliness needs of others
  • Adhere to posted schedule

Customer Service Focus

  • Know & understand the needs of the customer (both internal & external)
  • Assign high priority on Customer Satisfaction
  • Listen and empathize with customers, clarify their needs and confirm customer satisfaction
  • Understand current promotions and take initiative to actively sell and products and services
  • Proactively resolve or escalate any guest, staff member or personal concerns to manager as required
  • Build positive relationships with customers and fellow staff
  • Be responsive in dealing with people and display a solid "service attitude"
  • Participate in keeping all areas of the facility neat, tidy and safe at all times

Teamwork

  • Work within and contribute to the effectiveness of the facility / department team
  • Respect differences and work effectively with others and independently
  • Assist in training of new employees and mentor junior staff members
  • Has desire to excel and succeed as a department and team
  • Take responsibility to help and assist in other departments / areas as needed (based on ability)

Communications

  • Express ideas effectively in individual and group situations
  • Adapt and communicate positively and effectively with customers and staff
  • Defuse emotionally charged situations and strive to create a win/win outcome
  • Listen effectively to all concerns and conflicts with an open mind and customer focus
  • Understands Business Goals, Plans & Organizes
  • Effectively plan, prioritize and multi task

QUALIFICATIONS AND EDUCATION

  • Formal training in accounting, office procedures and customer service (preferred)

ABILITIES, ATTRIBUTES AND EXPERIENCE

  • At least one year office and customer service experience
  • Experienced handling cash
  • Able to work well under pressure and pay particular attention to deadlines
  • Basic understanding of accounting principles and practices
  • Demonstrated computer skills, notably in Microsoft Word and Excel
  • Thorough, organized, articulate and punctual
  • Great communication skills
  • Neat appearance with a professional and positive attitude
  • Willingness and ability to work flexible hours (evenings & weekends)

 

If you would like to learn more and become part of Canlan’s team, please apply online.

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