Customer Service Representative

Job Summary

The Recreation Customer Service Centre is looking for a skilled problem solver to join our team as a Customer Service Representative. Reporting to the Supervisor, Customer Service Booking and Registration, the successful candidate will be an enthusiastic individual who can assist in day-to-day operations with an emphasis on providing exceptional customer service over the phone, in person and via email while responding to program registration and facility booking inquiries, process recreation transactions (such as facility bookings / activity enrollment) through ActiveNet software, listen to customer needs and  issues, offer a unique and innovative solution to each problem and follow through with related administrative tasks while supporting the policies/procedures of the City of Mississauga.

Duties and Responsibilities

• Provide exceptional customer service experiences to all customers and maintaining established service levels with the Customer Service Centre.
• Process activity enrollments and facility booking requests received via phone, email or in-person.
• Process refund/transfer/withdrawal requests received via phone, e-mail or in-person.
• Utilize sales and marketing techniques to promote recreational services and facilities.
• Provide administrative support to the operation including tasks (i.e. maintaining registration waitlist file, processing and monitoring cancellation/refund requests, tentative hold lists and any other tasks assigned).
• Liaise with internal staff to resolve customer service issues.
• Provide information to senior staff as required.
• Strictly adhere to all cash handling standards, policies and procedures.

Skills and Qualifications

• Graduation from Secondary School required and Post Secondary education preferred.
• Minimum five (5) years of progressive office experience or equivalent related experience in a team-oriented, customer service environment.
• Knowledge of recreation registration and/or booking business processes and related Corporate Policies and Procedures.
• Experience in processing registrations and booking preferred.
• Proficient in the use of computer applications such as Microsoft Word, Excel, Outlook and ActiveNet.
• Excellent oral and written communication skills are essential with demonstrated ability to communicate effectively with all levels of management, staff, elected officials, members of public and outside agencies.
• Demonstrated ability to effectively work independently and within a team environment.
• Strong telephone skills with a desire to achieve results in a professional and timely manner.
• Ability to establish priorities and deal efficiently with changing priorities.
• Advanced time management, prioritization and organizational skills required.