Customer Service Representative

Job Description

Job Posting Halifax Regional Municipality is inviting applications for the temporary, full-time (up to six months) position of Administrative Support / Customer Service Representative at the Musquodoboit Harbour Community Centre with Parks & Recreation. Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality’s core values. We have an Employment Equity Policy, and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application. The Administrative Support/Customer Service Representative position is responsible for providing customer service support for the delivery of recreation at Halifax Regional Municipality operated recreation centres; coordinating and providing day to day oversight to front- desk/building monitor staff to deliver an enhanced customer service experience. This position provides administrative functions for their area such as processing program registration, one- time rental bookings, membership sales, as well as payroll and cash handling as a facility administrator. This position is also responsible for the processing of applicable receivables (tax payments, parking tickets, licensing etc.), various registration processes, various bylaw licensing functions and maintaining public information display areas as well as responding to general inquiries. DUTIES AND RESPONSIBILITIES Provide customer service to internal and external customers, such as responding to emails, phone-in inquiries from clients and walk-in counter service Promote and highlight programs, memberships and rental opportunities Provide resource information regarding all HRM recreation services Keep abreast of updates to process and software for the Customer Service Centre; Assess customer service concerns and make recommendations to Community Recreation Coordinator (CRC) and/or the Area Manager as required Provide support and assistance to CRCs and program instructors Process program registrations, withdrawals and refund requests Process membership applications and issues passes Collect and input usage attendance for programs, rentals and memberships Under the direction of the Talent Recruiter, participate in the recruitment process of front desk and building monitor staff as required by providing posting information, and participating in the interview process Train, schedule and lead teams of casual staff Organize, maintain and oversee staffing schedules Set up new hires with proper access to facility operations Maintain employee files and ensures HR employee requirements are current Prepare and maintain part-time staff daily time sheets and submits to Finance Provide front desk/building monitors with ongoing supervision, and coaching Provide feedback to the Area Manager regarding any staffing concerns Prepare and transport deposits to the bank on a weekly basis as per Standard Operating Procedures Administer cash float as per Standard Operating Procedures Respond to Accounts receivables and credits on a weekly basis Monitor accounts receivables and ensure payments are received Identify and forward accounts for collection action when necessary Monitor and submit requests for refunds, credits, and account adjustments to the Recreation Software team as per Auditor’s guidelines Control access to facility safe Create/manage client and facility data records Responsible for entering all HRM one-time bookings into software program for one or more facilities Prepare, generate, amend, and oversee cancellations and payments and issue one-time rental contracts Respond and follow up on inquiries from customers Ensure special event liquor licenses are in order in accordance with Municipal Alcohol Policy AO-53 where applicable Ensure group insurance is in order as per municipal risk management guidelines. Produce, maintain and provide updated facility schedule for front line staff Liaise with Central Booking on the status of on-going facility bookings Report facility maintenance issues to the Community Recreation Coordinator (or designate) and Facility, Maintenance and Operations (FMO). Provide support when necessary Responsible for answering all inquiries on the Uniform Call Distribution (UCD) line Update facility voicemail Update the LED/Outdoor Sign as needed Administer and maintain building security alarm codes Issue building keys Administer and coordinate Equipment Loan Program Create, publish, and maintain daily facility schedule boards and/or monitors Coordinate service calls for office equipment Retrieve mail from Community Mailbox Participate in departmental committees as required Obtain Special Constable designation for the purpose of issuing parking tickets in consultation with CRC or Manager as required Complete incident/accidents reports Request Protection of Property Act when necessary in consultation with CRC or Area Manager May perform other related duties as assigned QUALIFICATIONS Education and Experience Grade 12 and Administrative Diploma from a recognized educational institution Minimum two years of experience working in a front-line customer service position Minimum one year of experience in a leadership position Minimum one year of experience handling various revenue streams, including balancing and preparing bank deposits Technical / Job Specific Knowledge and Abilities Working knowledge of records keeping, cash handling and human resource management Proficient knowledge of computers and office software applications (i.e. Word, Excel, Outlook, Adobe Acrobat, etc.) Working knowledge of finance and purchasing procedures and cash handling practices Experience in Legend or other Recreation Management software will be considered an asset Security Clearance Requirements: Applicants may be required to complete an employment security screening check. COMPETENCIES: Valuing Diversity, Communication, Customer Service, Organization and Planning, Teamwork and Cooperation WORK STATUS: Temporary, full-time (up to six months) HOURS OF WORK: Monday to Friday, 8:30am. to 4:30pm for 35 hours per week SALARY: $29.40 per hour as per the NSGEU Local 222 Collective Agreement; Level 5 WORK LOCATION: Musquodoboit Harbour Community Centre (7900 Highway 7, Musquodoboit Harbour) CLOSING DATE: Applications will be accepted up to 11:59 pm on Tuesday, January 16, 2024. This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates. Please note: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted. During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as an interview or testing) and who require accommodation, should discuss their needs with the Recruiter when invited to the assessment process. (position # 72281433)