Job Description

Job Title
Customer Experience Representative
Job Type
Flexible
Union
MRSA
Salary Grade
Hybrid Work
This position is ineligible
Location
MRU Main Campus - Calgary, AB T3E 6K6 CA (Primary)
About this Position
About the Department
Mount Royal University Cougars Athletics and Recreation takes an inclusive, student-centered approach in offering groups and individuals opportunities to bolster their health and wellness through a wide range of programming and activities ranging from beginner sports enthusiast to our eight Cougars varsity athletic programs.
About the Role
The Customer Experience department employs a team approach to deliver consistent, outstanding, and individualized experiences with lasting emotional connections throughout the Recreation Centre. The Customer Experience Representative is an enthusiastic, positive individual who takes pride in a well-done job and maintains an outgoing, professional attitude. They will be responsible for providing outstanding front-line customer service to internal and external customers in support of our Recreational and athletic programs and facility spaces.
Seeking candidates with flexible schedules for mornings, afternoons, evenings, and weekends. From April 1 to Aug 31, 2026
Responsibilities:
70%

• Customer Assistance: Provide exceptional service to customers both in-person and over the phone, including support with account creation, program registration, membership purchases, day pass sales, locker memberships, and POS transactions using our recreation management software (ActiveNet).

30%
Daily operations such as cleaning and laundry, locker and facility checks
Equipment Lending: Manage and facilitate equipment lending to customers as needed.
Check-In Support: This position assists students, employees, members, and rental groups with check-in procedures and provides guidance to relevant campus areas and services.
First-Aid Response: Respond to and assist with various first-aid incidents, ensuring a safe environment for all patrons.
Facility Tours: Conduct engaging and informative tours of the Recreation Centre upon request.
ACCOUNTABILITY AND DECISION-MAKING:
Handle and resolve customer complaints
Respond to and assist with various first aid situations
By engaging effectively with customers, resolving complaints, and providing accurate information about programs, memberships, and services, the incumbent shapes customer satisfaction, retention, and the facility's reputation. Choices made in responding to first aid situations and enforcing policies have significant implications for patron safety and organizational liability.
Qualifications:

• Some high school
• High school diploma or equivalent
• CPR and First Aid

Health & Safety:
MRU is committed to OH&S and considers the health and safety of the university community a top priority. MRU's OH&S program is devoted to protecting employees from injury, occupational hazards, and occupational disease.
In order to support Mount Royal's commitment to health and safety, employees must:
complete safety training as required;
have knowledge of and adhere to applicable safety systems, policies, statements, and processes;
act in accordance with health and safety legislation and practices;
Wear personal protective equipment where required.
Salary: $15.00/hour - $18.87/hour
Closing Date: Once suitable candidates are found.
A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: [Last Name], [Requisition Number], [Document Title].pdf (ex. Smith, 999999, CV.pdf).
We encourage all qualified applicants to apply, however, Canadian citizens, permanent residents and others currently legally authorized to work in Canada will be given priority. Please note only applicants selected for an interview will be contacted. After the close date, you can check on the status of your application through your Career Centre. New career opportunities arise frequently and are posted as they become available. Please check back often to view our latest postings on our Career Opportunities page.
If you require accommodation to participate in the recruitment process, please notify and we will work together on your accommodation request.
About MRU
Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. A student-focused undergraduate university built on teaching excellence, Mount Royal University is known for our top-calibre programs, high-quality teaching and learning experience, robust delivery of liberal education, scholarly teaching, experiential learning and undergraduate research. MRU serves approximately 15,782 students, including 11,752 full-time and 4,030 part-time learners. MRU offers 13 bachelor's degrees encompassing 37 majors across faculties such as Arts, Business, Communications, Health, Community & Education, and Science & Technology. With over 74% of its student body drawn from the local area, Mount Royal University primarily serves Calgary and its surrounding region. MRU is a diverse yet close community with over 1,800 employees. Mount Royal provides employees the support they need to lead and advance institutional goals. Learn more about MRU's

Skills Required