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Position Overview

The Outdoor Centre in the Faculty of Kinesiology is currently seeking a Recurring Part-time Customer Service Supervisor.

This position reports to the Coordinator, Outdoor Centre Equipment and Services. There may be times when overtime is required either weekends or evenings.

The Outdoor Centre provides rental bookings, programs, registration services, retail sales, repair services and climbing facility access to approximately 75,000 clients each year.

Judgment and decision making generally follows established procedures and guidelines; however changing product lines requires the incumbent to recognize and take the lead in evaluating and, if necessary, revising procedures and guidelines. This needs to be done in close cooperation with other members of the Outdoor Centre team who have direct responsibility for those products. In addition, as the Customer Service Supervisor, the incumbent will be required to make discretionary decisions that may impact programs, facility access or equipment. The incumbent will be acting as the 'lead hand' on shift, assigning daily tasks and directing the efforts of up to 2-8 P/T staff on a given shift. The incumbent will be part of the leadership team for customer service and share responsibility for ensuring that staff receive adequate training on Outdoor Centre policy, procedures and equipment. The incumbent will be responsible for ensuring that the appropriate member of the Outdoor Centre team is advised of any deficiencies in any aspect of both the rental stock and the various tools needed for the efficient operation of the customer service area.

The incumbent will be part of the leadership team for customer service and share responsibility for ensuring that staff receive adequate training on Outdoor Centre policy, procedures and equipment. The incumbent will be acting as the 'lead hand', assigning daily tasks and directing the efforts of up to 3-12 P/T staff on a given shift. The incumbent will be responsible for ensuring that the appropriate member of the Outdoor Centre team is advised of any deficiencies in any aspect of both the rental stock and the various tools needed for the efficient operation of the Bowness rental operations.

The primary purpose of this position is to provide a leadership role in delivering customer service through interactions with clients, hourly staff and management. This role functions in a supervisory capacity to staff working in the customer service area. This includes being the frontline person to whom customers and staff would express any concerns, and then communicating these concerns with staff when appropriate. Other roles for this position can include, but are not limited to, assisting with the customer service hiring, scheduling, training, and performance monitoring of hourly staff.

  • Takes a lead role in maintaining a high level of customer services at the Outdoor Centre's operations.
  • Effectively coordinates and supervises the workflow of customer service/Tech staff on a daily basis. This includes setting work priorities, allocating staff resources and supervision of the workflow of the customer service staff.
  • Ensures that customer service staff training is accomplished in a consistent, timely and thorough manner for all hourly paid staff. This includes working with program coordinators and the gear coordinator.
  • Delegates, supervises, and accounts for the completion of tasks related to delivery of customer service, equipment maintenance and general shop upkeep
  • Provides input towards the customer service training for part-time staff and delivering this training
  • Makes discretionary decisions concerning equipment and programs where appropriat
  • Acts as the front-line person to whom customers would express any concerns
  • Ensures that the customer service staff have the tools required to function efficiently
  • Ensures that cash deposits are accurately made

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

  • Assists and coordinates with the Equipment and Services Administrator in the oversight of customer service delivery through interactions with clients and hourly staff.
  • Takes a lead role in maintaining a consistently high level of customer service with respect to all aspects of Outdoor Centre operations
  • As part of a team, takes responsibility for coordinating the daily work tasks of full-time and hourly paid staff. This involves setting work priorities, reallocating staff resources, and monitoring staff work related to delivery of customer service and equipment maintenance.
  • Effectively supervises the workflow of customer service staff on a daily basis. This includes working closely with the RPT Customer Service Administrator in the delivery of customer service and staff training.
  • Ensures that problems and issues with equipment, programs, or memberships are effectively communicated back to program coordinators, equipment and services coordinator, and affected clients.
  • Suggests recommendations for review of polices or processes that will improve customer service.
  • Demonstrates general technical proficiency in all equipment areas and office and system administration.
  • Ensures that staff training is supplied in a consistent, timely and adequate manner to full time and part time staff
  • Ensures that the customer service area has the tools and resources required to function effectively.
  • Processes program registrations, rental work orders, service/repair contracts and retail sales on the University CICS computerized systems
  • Accurately assesses fees, process payments, authorize credit card payments, reconcile cash and process daily deposits, process program & rental refunds and transfers.
  • Assists Program Coordinators with tasks related to Outdoor Centre program administration
  • Deals effectively with customer questions and complaints
  • Ensues that information flows effectively to the Equipment and Services Administrator
  • May assist or back-up other staff as needed to cover vacations and off-campus teaching commitments.

Qualifications / Requirements

  • Minimum of Grade Undergraduate degree or College Diploma in Outdoor Recreation, Recreation Administration is an asset.
  • First Aid / CPR certification; Knowledge and experience in the variety of outdoor activities, equipment and services offered by the Outdoor Centre is required.
  • Knowledge and experience in the wide variety of outdoor activities, equipment and services offered by the Outdoor Centre is required.
  • In-depth understanding of policies and procedures relating to inventory management and course offerings is essential.
  • Experience problem-solving equipment issues and general maintenance & repair of outdoor gear is essential.
  • Experience in customer service, including experience in the supervision of a medium-sized customer service operation is required.
  • Good working knowledge of MS Office applications, particularly Excel and Word are required.
  • Familiarity with University core business systems, including CICS is an asset.

Application Deadline: November 18, 2022

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is part of the AUPE bargaining unit, and falls under the Operational/Administrative Job Family, Phase 2.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website. For more information visit Careers in the Faculty of Kinesiology.

The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.

About The University Of Calgary

ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy in line with the foundational goals of Eyes High, committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion (via Isarta) and requests for accommodations can be sent to Human Resources (via Isarta).

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.

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