Job Description

Staff - Union
Job Category BCGEU Okanagan Support Staff
Job Profile BCGEU OK Salaried - Support Services Coordinator II
Job Title Customer Service Coordinator
Department UBCO | Recreation | Athletics and Recreation
Compensation Range
Posting End Date November 20, 2023
Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
Job End Date Aug 16, 2024
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Summary:
This position is responsible for overseeing the operations of the Customer Service Desk and Hangar Fitness Centre, managing Athletics & Recreation facility bookings, and assisting the department with administrative duties. This position is responsible for the management of all Customer Service Desk student staff and Hangar Fitness Centre Monitors; responsible for working with internal and external parties to facilitate facility bookings & equipment rentals; assisting with facility, department, sport club, and varsity event hosting, venue preparation, and varsity admission gate; as well as assisting with summer camp operations. This position oversees all general operational aspects of the customer service desk and bookings of programs and spaces including cash reconciliation, cash handling, inventory management, sales reporting, and booking contracts.
Organizational Status:
This position directly reports to the Campus Recreation Manager and works in collaboration with other members of the Athletics & Recreation department to ensure smooth, daily operations of facility, Varsity, Recreation, sport club programs. The position directly supervises all Customer Service Desk & Hangar Fitness Centre student staff.
Major Responsibilities:

Oversees the general operations of the Customer Service Desk:

• Provides accurate, courteous and professional service to all customer contacts within the Athletics and Recreation department and ensuring all student/casual staff are doing the same.
• Uses ActiveNet in the most efficient and productive manner, properly training frontline staff to help with business processes including but not limited to: maintaining a working knowledge of how to process memberships, completing program/event registrations, locker sales and assignments, POS sales, merchandise sales, equipment loans, etc.
• Acts as an ActiveNet System Administrator, enters, maintains and evaluates memberships, POS sales, locker sales, basic equipment inventory, etc.
• Reports on Athletics & Recreation employee and student staff memberships to HR for tax purposes.
• Prepares facility cash deposits and reconciliations; processes and reconciles regular cash deposits, ensures day end bank deposits are complete and accurate, and maintains accurate floats.
• Ensures the accuracy of all cash management operations and makes recommendations for policy and/or procedure changes where appropriate.
• Approves and performs refunds, ensures that all approvals and rejections are based on established criteria.
• Communicates with UBCIT & UBC Treasury to ensure all PCI compliance policies are adhered to & develops staff training, oversees operations and makes policy and/or procedure changes when appropriate.
• Ensures current Workplace Hazardous Materials Information System (WHMIS) and Workers Compensation Board (WCB) safety standards are met with regards to chemical handling/use/storage and ensures all current staff members are trained and follow proper safety procedures.
• Relays any necessary information reported to the customer service desk to the appropriate channel.
• Oversees any facility services that fall within the Customer Service Center including, but not limited to: massage and athletic therapy appointments, towel and uniform laundry, locker rentals, team rooms, managing and ordering cleaning supplies, etc.
• Ensures the general tidiness of the facilities by assigning, managing, and inspecting daily tasks to the Customer Service Desk staff.
• Manages inventory and purchasing of sport and fitness equipment and supplies for the Customer Service desk, intramural sports, and Hangar Fitness Centre.
• Answers telephone, in-person and email inquiries and dealing with any customer complaints, issues or requests that are outside the scope of student staff duties. Performing Customer Service Desk duties as required.
• Prepares reports with regards to staff budget requirements and membership/program utilization and revenue/expenses for budget preparations.

Responsible for recruitment, interviewing, hiring, training, scheduling, supervising and evaluation of the Customer Service and Hangar Monitor student staff:

• Coordinates department student staff hiring process for over 100 student positions. This includes coordinating panel/group interviews, recruitment of student and professional staff volunteers, and screening applicants.
• Ensures the completion of paperwork required for hiring and termination of customer service and hangar monitor student staff. Responsible for the general cleanliness and tidiness of Athletics and Recreation facilities and organizing/allocating work and duties to student staff.
• Handles any problems or queries concerning daily routine and procedures.
• Ensures the accuracy and timely completion of payroll and all HR related forms for customer service and hangar monitor student staff.
• Maintains and updates the student staff training manual, facility policies and procedures physical and electronic signage.
• Trains and supervises 45-50 student staff. Schedules 45-50 students to cover all facilitys needs, 3 shifts, 15 hours per day, 7 days a week.
• Mentors student staff and enhances professional development opportunities.
• Trains all staff on emergency procedures as they and the Customer Service Coordinator will act as emergency wardens if required.
• Develops and administers senior student team lead structure.
• Coordinates department student staff training days for department Athletics and Recreation student staff and volunteers for approximately 120 students.
• Facilitates department student staff team building by organizing student staff gatherings
• Applies for WorkStudy for specific student staff positions. Delivers on all work study requirements.

Coordinates Facilities Schedule and Bookings:

• Works in conjunction with the needs of the intramurals, recreation and varsity programs as well as with other university or external rental groups.
• Acts as the primary contact for all facility bookings for all facilities including the Gymnasium, Hangar Fitness Centre Studios, Nonis Sports Field, Beach Volleyball Courts, and multi-purpose spaces including the scheduling of lights with the Desigo program.
• Coordinates all the processes required for Facility rental including: booking space, contract negotiation, on-site management, coordinating setup or equipment requirements, ensuring that policies and procedures are clearly explained, initiating client billing, managing online cash deposits and reconciliations, and acting as liaison with other staff members regarding impacts of larger scale bookings.
• Acts as liaison with internal and external facility users/renters to clarify usage requirements and facility policy and ensuring smooth operations and compliance.
• Creates, maintains and distributes facility schedules, including assisting with the creating of the varsity practice schedule
• Creates and develops rental contracts into ActiveNet registration software and collects proof of liability insurance and rental payments.
• Updates the recreation.okanagan.ubc.ca website with all facility bookings, facility schedules and hours of operation.
• Liaises with Custodial Services, Parking and all other event partners to ensure communication and security for campus events.

Assists the Athletics and Recreation Department:

• Corresponds with custodial services when necessary to arrange additional/adequate facility cleanliness.
• Works with varsity coaches and Events Coordinator to ensure proper support and service is provided to practices and game day operations. Including coordinating and staffing the admission gate and merchandise sales for all indoor varsity home games. As well as support and coordinating team room assignments, towels, game day practice and game setup, and greeting incoming varsity teams from other schools.
• Works closely with the Facility and Operations Coordinator to report and confirm facility and equipment repairs and ensure all facilities are clean and safe at all times.
• Assists the Athletic and Recreation staff with operations and administration of summer camp, recreation events/programs, group fitness, sport club and intramural sport operations.
• Assists with Department events.
• Assists other department members by carrying out general clerical/administrative duties, including bookings for massage, athletics therapy, and sport medicine appointments.
• Occasionally provides relief coverage and/or administrative assistance to the Facility and Operations Recreation Manager when necessary (including scheduling assistance, student staff management, administrative assistance, etc. when regular employee is absent or needs assistance).
• Ensures proper fall protection policies and procedures are carried out when supervising staff on bleacher operations.
• Manages the student staffing wages budget within the Recreation Operations budget. Provides recommendations and input into the budgeting forecasting process.
• Contributes to the Athletics & Recreation local safety committee.

Oversees the general operations of the Hangar Fitness Centre weight room:

• Implements and updates member facility etiquette for the gymnasium and Hangar Fitness Centre
• Manages user adherence to facility etiquette and user discipline for failure to comply with facility etiquette
• Supervises the Hangar Fitness Centres weight room floor monitor staff, ensure staff are trained to maintain a safe, clean, and welcoming space. Provide basic exercise guidelines and resources to ensure that users are using equipment in the safest way possible.
• Manages the inventory and purchasing of fitness accessories
• Creates a safe environment in the Hangar Fitness Centre in collaboration with the Facility Operations Coordinator by having procedures in place to track incidents, check equipment, maintain equipment, and ensure a safe and accessible layout when new equipment is added.

Performs other related duties as required.
Consequence of Error/Judgement:

This position requires a high degree of judgement, tact, discretion and initiative. A standard of customer service is vital to ensuring customer satisfaction. Additionally, this persons is heavily involved in the cash handling and accounting of all sales that are transacted by this program. This person will be responsible for the hiring and supervision of the customer service staff who are dealing with large sales volumes on a daily basis. Their judgment of character and ability to assess the work of others is paramount in ensuring that this program remains sustainable.
Examples of errors include mis-managed staff scheduling could result in inappropriate staffing levels. Errors in payroll could result in staff not being paid appropriately or in a timely manner. Lack of proper or incorrect supervision of student staff could result in poor customer service, incorrect facility maintenance procedures, errors in cash handling, and insufficient understanding of safety and first aid procedures.
In being responsible for facilities bookings (gymnasium, Hangar studios, and, at times, Nonis field & other outdoor facilities), this position is vitally important to the daily operations of one of the most heavily used facilities on campus. A high standard of customer service, attention to detail, and responsibility of ensuring all risk/liability standards are adhered to when dealing with bookings is very important. This position interacts in person and in writing with members of the community as well as various on-campus users.
If any part or portion of the persons duties is neglected, severe consequences will be felt not only by the program itself, but potentially, also by participants and patrons of the facility. The improper execution of details associated with the management of the venues could result in a tarnished program and university image.
Supervision Received:

Under the direct supervision of the Recreation Manager, and working alongside Athletics & Recreation department staff, this position provides supervision to customer service and hangar monitor student staff. Guidance and final decision making will be that of the Recreation Manager, but decisions related directly to Customer Service operations and bookings will essentially be that of the Customer Service Coordinator. Due to the magnitude of the program, the Customer Service Coordinator is empowered to execute their responsibilities and work independently.

Supervision Given:
Supervision includes recruiting, interviewing, hiring, training, scheduling, supervising, evaluating and assigning work to student staff and has input into personnel matters. This position will supervise approximately 45-50 students, each working approximately 12 hours per week, and also develops and mentors team lead structure.
Qualifications:

Education and Experience:
Completion of Grade 12 or equivalent and four years post-secondary education in Office Administration; minimum four years of related experience or equivalent combination of education and experience is required. Fall protection training and WHIMIS certification are preferred.
Performance Competencies and Criteria:

• A degree in Business, Public Administration, Human Resources is preferred.
• Knowledge and familiarity with set-up of volleyball, basketball, soccer and other sports and other recreation equipment would be an asset.
• Familiarity with fitness and/or recreation settings in a university setting would be an asset.
• The ability to work from heights and with cleaning products/chemicals as required.
• Knowledge of accounting procedures and inventory control is required.
• Proficient in MS Office (Word, Outlook, Access and Excel).
• Experience in web page maintenance, desktop publishing and ActiveNet software is an asset.
• Demonstrated ability to communicate courteously and effectively in person, in writing and over the telephone with students, staff and user groups.
• Some evenings or weekends, with notice, may be required.
• The ability to consistently demonstrate respect, dignity and integrity in interpersonal relationships and to consistently demonstrate positive personal coping and wellness strategies.
• The ability to share information in an effective, respectful and collaborative manner.
• The ability to function effectively independently and in team situations within and across departments as well as with other organizations to achieve optimal collective results.
• The ability to achieve positive outcomes by encouraging, supporting, coaching, developing and mentoring others. Supervisory experience preferred.
• The ability to demonstrate proficiency in technical and job knowledge aspects of the position to achieve a high level of performance. A commitment to personal life-long learning.
• Thorough understanding of providing exceptional customer service and the ability to empower others to do so.
• Demonstrated skills and competencies in planning, organization, project management; leadership, coaching and facilitation and customer service
• Ability to manage organizational changes, anticipate future events, and determine service delivery alternatives to ensure an efficient use of resources.
• Demonstrated conflict-resolution skills.
• Ability to lift or move heavy objects of approximately 50lbs occasionally.