Join our talent network
 

Customer Service Representative (Full Time)

This job posting is no longer active.

Location: Burnaby, BC
Department: Administration
Updated at: April 24, 2018
id: 24740001

Overview

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.

Responsibilities

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

·         Canlans 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

Requirements

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)

Share: