The Department of Recreation and Athletics is committed to embracing the culture of outstanding customer service to the university and community members. In support of diversified fitness, recreation, and athletic programs, the Welcome Centre Customer Service Representative is the direct point of contact for customers for purchases, questions, and concerns.

Reporting to the Welcome Centre Administrator, the incumbent is responsible for:

  • Front counter customer service duties in Alumni Hall and the Ice House dealing with students and clients in person, on the phone and by email following service excellence principles and practices;
  • Registering university and community members for programs, memberships, rentals, intramurals and adult leagues on the department registration systems;
  • Processing all point of sales transaction including but not limited to: daily admissions, swim admission, squash court bookings, equipment rental, Ravens game tickets, parking passes, and lock sales;
  • Entering the scores of Carleton Adult Hockey League games into LeagueCovener in a timely manner after each game;
  • Reconciling shift financial transactions at the end of each shift and depositing the cash in the Welcome Centre drop safe with accompanying documentation;
  • Implementing applicable Welcome Centre emergency procedures to ensure the safety of staff, students, and clients;
  • Providing front line access control of the complex;
  • Any other duties as required.

Qualifications

The incumbent must have the following experiences and qualifications:

  • Strong communication skills and experience dealing with the public in person, on the phone and by email;
  • Excellent interpersonal skills, as well as tact, patience, diplomacy, and professionalism, to greet and inform students and clients;
  • Ability to deal effectively with difficult or unhappy customers in an understanding and helpful manner;
  • Must be familiar with all of the programs and activities of the Department of Recreation and Athletics;
  • Good organizational skills, combined with initiative and good judgement;
  • Self-starter who can work both independently and as part of a team
  • Experience with working a POS system and MS Suites (Word, Excel, Outlook and Teams)
  • Emergency First Aid
  • Flexibility and available to work evenings and weekends.

This job prepares the incumbent with practical experience in the area of:

  • Customer service by registering students and clients for programs and memberships in a fast paced environment. Students will also practice customer dispute resolution skills and problem solving skills while maintaining professionalism
  • Teamwork and collaboration by working on a Welcome Centre team of 30 staff as well as collaborating, sharing information and updates with other areas of the department (300 part-time Athletics staff across all areas).
  • Communication and change management by communicating key information and changes in policies to colleagues, students, and clients.
  • Incumbents will develop a deep understanding of an office environment and the organizational chart of the University.