Position Summary
Reporting to the Director of Customer Service, the Member Experience Specialist will promote the benefits of pursuing health and well-being at the RECC, excel in administrative responsibilities and commit to working varied shifts to meet the needs of the facility.
As front-line customer service personnel, Member Experience Specialists ensure that all RECC members and guests receive a warm welcome and exceptional customer service in person, over the telephone and by email.
Member Experience Specialists are passionate about the RECC and knowledgeable about its products and services. They enthusiastically promote these offerings and play an important role in the continued growth of the facility.
The successful candidate must be outgoing, energetic and committed to providing an exceptional customer service experience to everyone who visits the RECC. They must be able to self-manage, remain productive with minimal supervision and balance multiple priorities.
This position also serves as a liaison between RECC departments and the public by communicating information efficiently.
Member Experience Specialists must be comfortable working in a fitness environment, attending to the fitness centre and assisting with basic fitness-related inquiries and referrals for programs or personal training.
They must also be committed to helping keep the facility and its equipment clean, engaging positively with members, promoting a welcoming and inclusive atmosphere and providing event support to help ensure everyone who enters the facility or attends a RECC event has an exceptional experience.
Duties and Responsibilities
Duties include, but are not limited to:
- Enthusiastically promoting the programs, services, events, mission and vision of the RECC
- Providing exceptional customer service and information to members, guests and staff
- Maintaining strong product knowledge and delivering relevant information to members, prospective clients and fellow staff members
- Performing physical tasks such as cleaning, moving fitness equipment, setting up for events and assisting with other event-related responsibilities
- Remaining mobile throughout the shift and using stairs multiple times each day
- Processing payments for memberships, invoices, registrations, events, ticket sales, point-of-sale items and other financial transactions using various software programs and Moneris equipment
- Completing administrative tasks, including telephone calls, emails, program enrolments, data entry, complaint resolution, cash balancing, arrears collection, document organization and filing
Qualifications and Requirements
- Previous customer service and administrative experience is preferred
- Previous recreation, fitness or event-support experience is preferred
- A passion for customer service, fitness, tourism, events and recreational programming
- Demonstrated sales experience, including the use of sales and upselling techniques, is preferred
- Exceptional communication skills, including experience with conflict resolution and the de-escalation of customer complaints
- High school diploma or equivalent; further education in a relevant field is considered an asset
- Experience handling electronic payments, including credit cards, debit cards and gift cards, as well as cash transactions
- Strong computer skills and the ability to quickly learn new software programs
- Ability to navigate a Windows-based computer environment, operate ticketing systems, use a multi-directory telephone system and operate a photocopier
- Availability to work early mornings, evenings, weekends and holidays
- Willingness to work outside regular facility operating hours when required for events
- CPR and First Aid certification is preferred but not required; training can be provided at no cost
Job Type: Full-time
Pay: From $17.25 per hour
Benefits:
- Flexible schedule
- Wellness program
Application question(s):
- Can you elaborate on your availability. ( We currently operate 7 days a week. Monday to Friday 6am-9pm, Saturday & Sunday 8am-8pm. Please ensure you outline your availability for all times the facility is open )
Please keep in mind we are a dynamic facility that also hosts events. The availability outlined above is the general operating hours for the public, but depending on other requirements, staff are occasionally required to work outside of these hours.
Work Location: In person
