Customer Service Representative, Recreation (26-71)

Job Title: Customer Service Representative, Recreation
Bargaining Unit: CUPE 3251
Language Requirement: Bilingual - English and French (CBC)
Vacancy Status: Temporary vacancy - fixed term

Who we are:
Cornwall is a beautiful community with a population of 47,000 situated on the banks of the St. Lawrence River in Eastern Ontario. The city offers a wide array of urban amenities, making it an excellent place for a career and raising a family. With a growing economy, expanding population and fantastic quality of life, there has never been a better time to start the next phase of your career with the City of Cornwall! Cornwall is a diverse and progressive community where residents and partners feel safe, welcomed, and enjoy a high quality of life supported by access to financially responsible and sustainable municipal services and infrastructure.

The Customer Service Representative, Recreation, provides front-line support for recreation programs, facilities, and services. This role is responsible for assisting customers with program registrations, facility bookings, general inquiries, and payments. The Customer Service Representative ensures a positive customer experience through professional, courteous, and efficient service while supporting the administrative functions of recreation operations.

Key Responsibilities:

• Greet and assist customers in person, over the phone, and via email, providing information on recreation programs, facility rentals, and services.
• Responsibility for selling tickets and deposit of sales.
• Handle ticket sales at the box office and prepare deposit of sales for submission to Finance.
• Process program registrations, facility bookings, memberships, and payments using recreation management software.
• Respond to customer inquiries, concerns, and feedback in a professional and timely manner.
• Maintain accurate records of transactions, registrations, and bookings.
• Assist with administrative tasks such as data entry, filing, and preparing reports related to recreation activities.
• Promote recreation programs and services to enhance community engagement and participation.
• Coordinate and assist the public during emergencies, including evacuations, by communicating with emergency services and delivering clear instructions via the public address system
• Ensure reception and customer service areas are organized, welcoming, and equipped with current program information.
• Support the coordination of special events, programs, and facility rentals as needed.
• Handle cash, credit, and electronic transactions accurately, following municipal financial procedures.

Position Requirements
Education & Certifications:

• Valid Standard First-Aid & AED Certificate
• Bilingualism in French and English is required. As part of the interview process, selected applicants will undergo a language assessment and must achieve a score of B+ or higher to move to the next stage of the recruitment process.

Experience

• Minimum 1 year of experience in customer service, including experience with cash sales and cash balancing

Knowledge, Skills, and Abilities

• Customer Service: Strong interpersonal skills with the ability to provide exceptional service to diverse customers.
• Communication: Excellent verbal and written communication skills for engaging with the public and staff.
• Technical Proficiency: Proficiency in Microsoft Office and experience with recreation management or booking software.
• Problem-Solving: Ability to address customer concerns effectively and find appropriate solutions.
• Time Management: Strong organizational skills to manage multiple tasks and prioritize workload efficiently.
• Attention to Detail: Accuracy in processing transactions, registrations, and maintaining records.
• Team Collaboration: Ability to work effectively as part of a team in a fast-paced environment.
• Cash Handling: Basic knowledge of cash handling, point-of-sale systems, and payment processing.

Working Conditions

• Work is performed primarily at a desk within a recreation facility environment, including reception areas and customer service desks with frequent interaction with the public.
• Work hours vary, with shifts scheduled during the day, evening, weekends, and holidays based on recreation program schedules and facility operations.
• Cognitive demands include conveying information about programs, memberships, bookings, and facility rules effectively and handling multiple responsibilities at once.
• Physical demands include extended periods of sitting and looking at a computer screen.

The work schedule is 5-15 hours/week. The work shifts vary from day, evening, and weekends.

If selected for this role, you will need to provide:

• Successful reference check (two work-related references, with a minimum of one being a direct supervisor)
• Criminal Record and Judicial Matters Check
• Successful language assessment (French/English), CBC level
• Proof of Certifications

Additional Information:
The Corporation of The City of Cornwall strives to promote and demonstrate the values of Equity, Diversity, and Inclusion. We are committed to reflecting the diversity of the community we serve and encourage qualified candidates of all backgrounds and abilities to apply. Accommodation will be provided in all parts of the hiring process as required. Applicants need to make their needs known in advance. We thank all applicants for their interest, however, only those selected for interviews will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.

The City of Cornwall is an equal-opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the City, we respect, encourage and celebrate our diversity. The City of Cornwall is committed to providing accommodation throughout the recruitment process. If you require accommodation, please notify us and we will work with you to meet your needs.

Please save a copy of this posting for your records. Please ensure that your application clearly demonstrates how you meet each of the required qualifications. Please note, selection for further consideration will be based on the information you provide in your application. Interviews may be conducted virtually through Microsoft Teams or in-person.

To see the full job posting, please visit https://www.cornwall.ca/en/city-hall/careers.aspx