Job Description

ABOUT US


The City of Spruce Grove is a fast growing, dynamic city committed to building and maintaining a fiscally responsible community that serves our residents, attracts visitors, and promotes future growth.




The "Values, We Live By" are accountability, communication, leadership, integrity, and respect while we work towards maintaining a work/play balance.




We are an organization that cares, an organization that is committed to our city and committed to you. The City of Spruce Grove is committed to public service, where everyone feels empowered to contribute their best work. We believe that by working together in a spirit of collaboration and respect, we can achieve great things.
THE OPPORTUNITY


The Customer Experience Representative provides quality customer experiences in assigned department facilities through the provision of accurate information, registration supports, point of sale and other corporate product and service sales. Following all required legislation and corporate policies and processes as it relates to collection of information, cash and payment handling and other services. Is the professional face/voice of the facility, department and corporation, making every effort to meet the customer's needs in a respectful, efficient manner. This position reports to the Supervisor of Customer Experience.



We are excited to announce that we are hiring a Permanent Full-Time Customer Experience Representative. This selection process may be used to fill other permanent part-time, and/or casual Customer Experience Representative positions.



Hourly Wage: $22.82 - $27.13
RESPONSIBILITIES


1. Responsibility #1 - Customer Experience and Relationships

Develop and foster positive relationships with tenants, visitors, and customers within the assigned facility, creating welcoming environment for all facility users. Provide information and respond to questions regarding local programming, events, services, facility hours and processes for both the department and other corporate services. Act as the main representative of the department and the corporation to tenants, customers, volunteers, and the general public during their assigned shift. Use effective communication and listening skills to understand and assess customer requests and needs. Assist customers in answering questions and inquiries accessing and utilizing diverse sources of information or references. Assist customers in utilizing the services within the facilities, including meeting room set ups and technical support such as log-in assistance, navigation, and basic training (meeting spaces, Rec Hub). Stay informed of department and corporate events, programs, and services, providing timely and accurate information to customers. Promptly resolve customer concerns or complaints using corporate standards and processes. Identify issues and questions that require follow up by supervisors or other department representatives, with details and customer contact information. Greet, register, and announce visitors attending meetings, programs, or events. Direct or answer inquires via in-person, by phone, in writing or electronic correspondence. Receive and direct clients who wish to meet with staff of other agencies who utilize space in the facility. Maintain confidentiality and follow all FOIP regulations regarding customer needs. Always represent the City and the Department in a professional manner.


2. Responsibility #2 - Safety

Participate in emergency drills and events, providing leadership as required to ensure the safety of self and facility users. Monitor and report any issues, incidents or accidents requiring further investigation or follow up using department processes and tools. Account for visitors in an emergency in compliance with corporate policy and procedures. Comply with City's policies and procedures and contribute to a positive safety culture. Take all practical steps to always work safely and ensure other staff members are also working safely. Report all health and safety incidents, and near misses as required in a timely fashion. Participate in regular health and safety meetings and complete relevant health and safety training.


3. Responsibility #3 - Administration

Using corporately approved materials and messaging, update all identified information screens, displays and information tools within the assigned facilities. Complete administrative tasks and data entry to support department and/or corporate requirements. Maintain ongoing communication with other Customer Experience Representatives, supervisor(s), and other facility staff to ensure facility operation and customer service issues and needs are addressed. Maintain accurate inventories of tickets and bus passes. Track and re-direct complaints to the appropriate individuals, as per customer experience standards. Contribute to the communication and information sharing with other Customer Experience Representatives to ensure completed items or items requiring further attention are communicated effectively. Supports other department administrative needs as required including, but not limited to, data entry, research, print material creation and preparation, phone calls, and emails.


4. Responsibility #4 - Cash Handling, Sales, Payments, and Registrations

Process sales, registrations, payments, and where appropriate bookings, in a prompt, accurate and efficient manner, following all standards and processes. Collect and manage payments for services in accordance with corporate processes and policy. Complete all transactions accurately, reporting all discrepancies and issues. Complete the daily cash out/reconciliation procedures. Create and/or print reports required for reconciliation of purchases and sales, reporting any discrepancies to supervisor.


5. Other Duties


Filing, record keeping and general office administration. Understand and adhere to City policies, procedures, and standards, whether written or implied, as amended from time to time. Contribute to a positive safety culture by always acting in a safe manner and complying with City safety policies and procedures for staff and contractors. All employees shall always act in a safe manner and will report any unsafe conditions, procedures or acts for the benefit of the City. Continual adherence to the City Safety Policy is mandatory. It is the responsibility of the employees to keep current on WHMIS and other safety-related procedures. Act as a steward of the City's Corporate Culture by following the "Values, We Live By". Perform other job-related duties.
QUALIFICATIONS


REQUIRED QUALIFICATIONS:

High School Diploma. Minimum (2) two years of related experience, or a Diploma in Recreational Science, Office Administration, or in a field related to the position. Experience in sales and handling funds. Experience in customer service, office administration and conflict management. Experience in municipal culture, recreation, and parks facilities, programs, and services. Ability to understand and interpret transit routes, schedules, and ticket prices. Strong customer relations skills. Knowledge of City services, community partners and service providers. Strong verbal and written communication skills. Ability to work independently and within a team environment. Ability to remain calm during stressful or conflict situations. Ability to problem solving and think critically. Intermediate Level -Microsoft Office, Adobe Acrobat.


ASSET QUALIFICATIONS:


Pro-serve certification. Intermediate Level - Active Net Software and/or Content Management 9. Experience working in municipal government.


COMPETENCIES:


Thinking & Acting Strategically - Forward-thinking. Sees the big picture and imagines the future. Links long-range visions, strategies, and concepts to daily work. Aligns personal actions and initiatives with customer needs, and with organizational priorities and direction. To think and act strategically requires an understanding of our organizational direction, as well as the internal and external factors that influence decision-making.



Building Influential Working Relationships - Strengthening and developing working relationships and strategic alliances that are founded on ethics, trust, and guided by our corporate values of respect, leadership, accountability, communication, and integrity.




Optimizing Performance & Results - Reaches for excellence for oneself, one's team, and the organization. Determined and focused on achieving outcomes that align with organizational goals. Creates goals and priorities that maximize resources while using an enterprising, resourceful approach to deliver outcomes and achieve customer expectations. Maintains accountability for results.



Growing Talent & Workforce Capacity - Honouring the individual differences that make each person unique. Being curious and committed to listening, reflecting, and learning. Developing individual and workforce capabilities to enhance the organization's capacity to accomplish strategic goals, enhance program and service delivery, and provide an exceptional customer/client experience. Contributes to a learning and teaching culture.



Fostering Innovation & Steering Change - Creates an environment for transformation. Advances the City through improvement based on innovation and guides the associated change. Uses the skills, attitudes and behaviours needed to produce new or improved programs and services to meet current and future needs of our customers, our organization, and our community.
CONDITIONS OF EMPLOYMENT


CONDITIONS OF EMPLOYMENT:

Criminal Record Check Clearance and Vulnerable Sector Check. First Aid Certification and CPR.


WORKING ENVIRONMENT:

(40) forty hour work week. Shift work - may include evening, weekends, and/or statutory holidays. Overtime may be required.


PHYSICAL REQUIREMENTS:

Climbing ladders, balancing, crawling, crouching, depth perception/night, lifting, pushing, reaching (both arms), use of feet (for control), pulling, outside work. Lifting to 10kg (22 lbs).
NEXT STEPS


NEXT STEPS

You must apply through this portal to be considered. We do not accept applications through other forums. Only those candidates selected for further consideration will be contacted. Interviews may be scheduled as applications are received, so we encourage you to apply early.
WHY WORK FOR US?


WHY WORK FOR US?

Competitive annual salary Pension Medical & Dental Benefits Life Insurance Wellness Initiatives Work/Life Balance Recognized General Holidays Leave Options Flexible Work Arrangements Perks Positive Work Atmosphere Employee Awards Volunteer and Fundraising Opportunities Professional Development
Company


City of Spruce Grove
Location


Community and Protective Services - Recreation and Culture - Customer Experience
Opening Date


Mar 11, 2025
Closing Date


Mar 18, 2025 11:59 PM