Lead Customer Service Representative - Toronto, Canada - Toronto Pan Am Sports Centre

Toronto Pan Am Sports Centre

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Lead Customer Service Representative
Toronto Pan Am Sports Centre Inc. is currently seeking a full-time
Lead Customer Service

Representative to join our team

The key accountabilities of the role include, but are not limited to:

Provide information and answer questions about the Toronto Pan Am Sports Centre and

its services;

Oversee user access; acting as a representative on behalf of the University of Toronto

Scarborough Campus and City of Toronto;

Oversee the customer service standards set in place and ensure all customer service

employees adhere to the customer service standards;

Process memberships in an accurate and timely manner;
Maintain memberships by updating account information;
Inform users of deals and promotions;
Conduct tours; ensure collection of data and followup executed to covert to member;
Resolve service problems by clarifying the user's complaint; determine the cause of the

problem; select and explain the best solution to solve the problem; expedite correction or
adjustment; and escalate issues to supervisor or manager as necessary;

Mentor part time customer service staff;
Provide information to management on feedback obtained by listening to users' needs

- and suggestions;

Accurately reconcile daily cash;
Participate in delivery of services to members to ensure excellence;
Create an outstanding customer service environment;
Motivate members to become more involved;
Communicate in a friendly and courteous manner when answering phones,
Transfer calls and take messages;
Maintain a clean, supplied and organized member service desk;
Attend all training sessions;
Assist in leading and organizing group and individual staff trainings;
Resolve escalations and support parttime employees with difficult clientele;
Review log and resolve Accounts Receivables;
Perform monthly data collection of cancellations, renewals and overall membership

- numbers;

Responsible for overseeing package sales and continuously update information and

- communicate with clients on renewal options;

Responsible for communicating with new members to welcome and followup customer

- service calls throughout the year;

Assist in group tours and oversee special events organization and access;
Assist in recruiting, interviewing and training new part time staff and other duties as

required.- High school diploma, general education degree or equivalent.

Completion of postsecondary education is considered an asset;
3 years of previous customer service experience
Previous experience working in a sport and recreation facility is considered an asset;
Customer oriented and ability to adapt/respond to different types of personas;
Strong communication, presentation and writing skills
A strong ability to problem solve, multi task and perform well under high pressure

- situations

A positive attitude, highly motivated and energetic
Efficient in MS Office and Internet. Experience with CLASS, Fusion and EZ Facility an

- asset.

Current Standard First Aid/CPR C/AED Training

procedures.

available to work weekday and weekends. Facility opens at 5:00 a.m. and closes at 12 a.m.

At the Toronto Pan Am Sports Centre Inc

We Can Offer You:

A Comprehensive Benefits Package including Medical, Dental, Vision, Life, AD&D

Insurance, Disability coverage, and Travel Insurance

Employer RRSP Contribution
Complimentary Fitness Centre Membership
Training and Development including Education Assistance Reimbursement
Employee Assistance Program
Experience in working large scale events, tournaments, and competitions
Corporate Events
Staff discounts on items such as mobility, clothing, events, etc.

How to Apply
Please submit your cover letter, resume and salary expectations to the attention of Anthony
Seymour, by 11:59pm on March 9, 2023.

Our History
A legacy of the 2015 Toronto Pan Am and Parapan Am Games, Toronto Pan Am Sports Centre
is operated by a corporation co-owned by the City of Toronto and the University of Toronto. The
world-class facility was the largest sport new-build for the Games and the largest infrastructure
investment in Canadian amateur sport history. Toronto Pan Am Sports Centre delivers extensive
programming that serves recreational and community groups, university students, high
performance athletes, as well as fitness centre clientele. The building's 312,000 square-feet
includes two internationally sanctioned 10-lane 50-metre pools, a world-class dive pool and dry
- land dive training facilities, a four-court gymnasium, a rock climbing wall, an indoor running track,

conditioning rooms, a high performance testing centre, studio spaces, and a state-of-the-art
fitness centre for members. The Canadian Sport Institute Ontario (CSIO) is located at Toronto
Pan Am Sports Centre and provides world-leading sport science and sport performance services.
Toronto Pan Am Sports Centre opened to community users, University of Toronto