Job Description

The City of Orillia is hiring a
Customer Service Coordinator
The City of Orillia is less than 90 minutes from the Greater Toronto Area. Even though growth and progress have been strong in recent years, the Sunshine City has worked hard to retain the small-town charm that has captivated generations. The quality of life is unbeatable in this city surrounded by two lakes, where outdoor pursuits are available in all seasons and are enjoyed by both visitors and residents.
The City of Orillia is currently seeking a highly motivated individual to fill the position of Customer Service Coordinator.
Reporting to the Office Manager in the Parks and Recreation Division, the Customer Service Coordinator is responsible for providing exceptional front-line service at City recreational facilities. This role supervises a team of part-time/casual staff that assist with program registrations, membership sales and assisting with public inquiries and concerns.
Candidates must possess a minimum two-year diploma in Business Administration, Recreation and Leisure or related field, as well as experience supervising staff, creating staff schedules, and conducting training. This position requires excellent computer skills including knowledge of Active Network recreation software as well as MS Office applications, including Word, Excel, e-mail, and the internet.
The City of Orillia offers a competitive salary, a comprehensive benefits package, and registration with the OMERS Pension Plan. The salary for this position is $62,355 to $72,946 based on a 35-hour work week.
Interested candidates with the required qualifications are welcome to submit their resume and letter of interest by October 8, 2025, at noon.
Applications will only be accepted by applying online. Please click the "Apply Now" button below.
We thank all applicants, however, only those selected for an interview will be contacted.
Note: The City of Orillia is committed to an inclusive, barrier-free environment. Accommodation will be provided in all steps of the hiring process. Please advise the City of Orillia Human Resources Department if you require any accommodations to ensure you can participate fully and equally during the recruitment and selection process. We thank all applicants that apply and advise that only those to be interviewed will be contacted. In accordance with the Municipal Freedom of Information and Protection of Privacy Act, personal information is collected under the authority of the Municipal Act 2001,S.O. 2001, c. 25., and will be used for the purpose of candidate selection. Questions about this collection should be directed to the Freedom of Information Coordinator, City of Orillia, 50 Andrew St. S., Orillia ON L3V 7T5.
Customer Service Coordinator
Position Synopsis and Purpose
Reporting to the Office Manager in the Parks and Recreation Division, the Customer Service Coordinator provides exceptional front-line service by greeting and assisting customers, sharing program information, and supporting their recreation needs. This role promotes participation in City programs and services while leading the customer service team through scheduling, training, and day-to-day supervision to ensure smooth operations and a welcoming experience for all users.
Major Responsibilities
Description
Approx. Time
Spent (%)
Programs/Service Delivery

• Provide on-site coverage at the customer service desk as required to ensure uninterrupted service delivery.
• Provide overflow support for incoming email, phone calls, and voicemail to maintain service standards.
• Manage and resolve escalated customer inquiries and concerns with professionalism, applying corporate policies consistently.
• Administer the Recreation Financial Assistance Program (RFAP) and act as the division liaison for all third-party funding organizations, including processing applications, monitoring participation and maintaining records.
• Coordinate administrative tasks, including processing refunds, credits, transfers, and account adjustments in a timely manner.
• Manage Parks and Recreation social media accounts, creating and scheduling content to engage users and respond to inquiries.
• Enforce the City's Temporary Advertising Policy, reviewing and approving posters, interior digital screens, and road signage for compliance.
• Draft and distribute divisional communications, including ActiveNet blasts, and assist with promotional campaigns to support program participation.
• Review and finalize edits to the Recreation Seasonal Brochure.
• Monitor and update Parks and Recreation website content to ensure information is accurate and up to date.

40%
Policies & Administration

• Develop, maintain, and update customer service policies and procedures to ensure alignment with corporate standards.
• Identify, troubleshoot, and resolve ActiveNet technical issues while coordinating with IT as required.
• Manage front desk supply inventory.
• Other duties as assigned.

20%
Financial Management

• Manage and monitor the customer service operating budget, preparing recommendations and adjustments as required.
• Reconcile failed payments for memberships, programs, and other transactions to maintain accurate financial records.
• Act as a designated backup for cash deposits, ensuring adherence to financial procedures and audit requirements.

5%
Human Resources

• Hire, train, and supervise part-time and casual Customer Service Representatives, including conducting annual performance reviews.
• Create and monitor staff schedules to ensure adequate coverage at multiple recreational facilities.
• Provide ongoing coaching and training to support staff development.
• Manage sick call-ins and coordinate shift coverage as needed to maintain adequate staffing levels.

35%
*Note: All activities are expected to be performed in a safe manner, in accordance with the Occupational Health and Safety Act and its Regulations, along with Corporate Safety policies, procedures and programs.
In addition, all necessary personal protective equipment must be used and maintained in good condition.
Decision Making and Independence
1. Examples of the types of decisions that are made or issues/situations that are dealt with on a regular basis and how judgement is used to resolve them.

• This position resolves escalated customer inquiries and complaints by assessing each situation, applying corporate policies consistently, and balancing customer satisfaction with operational requirements.
• This position makes day-to-day decisions regarding front-line customer service operations, including adjusting staff coverage, prioritizing tasks, and responding to service interruptions to maintain smooth facility operations.

2. Examples of situations or problems that are referred to this position for direction or resolution.

• High-profile or politically sensitive complaints, inquiries, or incidents that may require senior management involvement or formal investigation.
• Complex labour relations matters, including grievances beyond the first step or disciplinary actions requiring senior review.

Minimum Qualifications
Education (degree/diploma/certifications)

• Two-year Diploma in Business Administration, Recreation and Leirsure or equivalent.
• Standard First Aid and CPR-C.

Experience

• Experience supervising staff, creating staff schedules, and conducting staff training is required.
• Previous cash handling experience.

Knowledge/Skills/Ability

• Excellent leadership, communication, organization, interpersonal, and management skills.
• Intermediate computer skills including MS Office applications, including Word, Excel, e-mail, and ActiveNet recreation software.

Physical Demands

• Sitting, standing, or walking. Work is conducted in a standard office environment with continual visual concentration required.

Position Requirements

• Valid Class 'G' Ontario Driver's License and access to a reliable vehicle.
• A current and acceptable Criminal Record Check is required prior to the employment commencement date.
• Maintenance of files and records requires job incumbent to have ability to move record boxes weighing up to 20 kg.
• Ability to work flexible hours, which may include evenings and weekends.

Preferred Qualifications
Experience

• Experience in a municipal recreation environment is considered an asset.

Position Classification
Position Title: Customer Service Coordinator
Division: Parks and Recreation Division
Department: Environment and Infrastructure Services
Classification: Exempt (non-union)
Work Location: Orillia Recreation Centre (Primary)
Reports to (Direct): Office Manager
Position(s) Supervised Directly: 12-18 casual employees
Position(s) Supervised Indirectly: N/A
Effective Date: September 22, 2025
Revision Date:
Salary Range: Category 2 - Exempt Salary Schedule
Hours per Week: 35
Organizational Chart
Below is the reporting relationship of this position to others within the immediate department.

Skills Required