Temporary Full Time Customer Service Representative - Recreation

Experience it – Ajax!

The Town of Ajax, situated on the northern shore of Lake Ontario, is an innovative municipal sector leader that provides a variety of services to one of the fastest growing communities in Ontario. With over 130,000 residents, Ajax's rich heritage and culturally diverse community make it a great place to work and live.

Customer Service Representative, Recreation – Temporary Full Time (3-month contract)

Reporting to the Supervisor of Customer Service, the Customer Service Representative achieves an exceptional level of customer service, resolving the majority of client issues, complaints and requests. Communicates with facility staff, instructors and other organizational contacts to ensure customer service needs are met and all activities and functions proceed as scheduled. Promotes and facilitates the sale of Town of Ajax programs, activities, facility rentals and memberships. Supports and mentors part-time Customer Service Representatives, promoting teamwork through encouragement and leadership. Manages Accounts Receivables and verifies Accounts Payable. Performs numerous other administrative tasks in a timely manner, in adherence to ISO standards and according to Department policies and procedures.

Key Duties

• Provide exceptional level of service to clients, receiving customer feedback, resolving complaints immediately when possible and referring others to appropriate personnel.
• Front desk agent for all sections within the department; providing accurate response to public inquiries, creating positive first contact experiences for all users.
• Respond to numerous phone calls daily, reply to voice mails and emails promptly – monitor activeajax@ajax.ca to ensure customer service standards are met.
• Provide up-to-date information of all Town activities, programs, memberships, events.
• Process sales and registrations, update subsidy accounts, and perform all cash transactions accurately and efficiently.
• Enhance client experience by offering alternative solutions in collaboration with program coordinators. Research and offer alternatives to resolve client issues.
• Ensure security, integrity and confidentiality of data collected at the front desk.
• Ensure that all information updated and accurate, including work instructions, binders, fee sheets, schedules, and all promotional material.
• Verify accuracy of transactions through analysis, reports, and quality checks.
• Provide support, coaching and mentoring to part-time CSRs. Demonstrating leadership, integrity and professional ethics at all times.
• Assist in new employee training and orientation; guide new employees through ActiveNet, review work instructions, demonstrate procedures, train on relevant policies, model appropriate interactions with customers, review job related materials.

Qualifications/Skills

• One year type Business Certificate within Recreation & Leisure Services, Business Administration (emphasis on accounting is an asset), or Office Software.
• Minimum 2 years progressively responsible experience in relevant field.
• Experience in the municipal public sector.
• Municipal sport and recreation experience in large multi-use recreation centres.
• Excellent experience in front line customer service, preferably in a recreation environment.
• Proficient experience in accounts payable and receivable management required.
• Advanced experience and knowledge of the ActiveNet recreation software.
• Proficient knowledge of Word, Excel, Outlook, internet use and other related technologies.
• Currently hold Standard First Aid with CPR C certification.
• Ability to independently prioritize responsibilities and multi-task.
• Proven interpersonal and leadership skills.
• Superior organization, time management and planning skills.
• Excellent oral and written communication skills, including presentation skills.
• Able to provide a clear Criminal Reference Check (including Vulnerable Sector search) that is current (completed within the last 6 months), upon being hired.

Nice to Have

• Excellent analytical skills and experience with budgets are a definite asset.
• Experience with database management an asset.

What is Offered to Staff

• Rate of Pay: $32.65 - $35.18 per hour.
• Hours of Work: This 3-month contract is a non-union position that works 35 hours per week. The Customer Service Representative will work rotating shifts including days, evenings, and up to 6 Saturdays, between the hours of 5:15 a.m. to 10:30 p.m. This position can be shifted at the Ajax Community Centre, McLean Community Centre and the Audley Recreation Centre as needed.
• Town Perks: The Town offers temporary staff an Employee & Family Assistance Program, Health & Wellness Program, Town of Ajax Fitness Centre combo membership and a defined pension plan (OMERS pension).

How to Apply

This position is being advertised concurrently to internal and external candidates and applications are accepted online. To apply to this position, please click the ‘’ button below.

Internal closing date: 11:59 p.m. on December 5, 2024

External closing date: 11:59 p.m. on December 12, 2024

We would like to thank all applicants however, please note that only those selected to attend an interview will be contacted and all other applicants will be kept on file. Applicants are advised that written, oral and practical testing may form part of the selection process.

Equal Opportunity Employer

The Town of Ajax is an equal opportunity employer, committed to diversity and accessibility within the workplace where all employees feel valued, respected and supported. The Town embraces diversity and gender expression through policy, staff training and providing positive spaces. The Town encourages applications from all qualified candidates. If selected for an interview, please inform Human Resources staff of any accommodation you may require during the process.