Customer Service Representative - Recreation (PPT) (CUPE 62.26)

Located in the heart of Southwestern Ontario, Norfolk County is where big vision meets unlimited potential.

As one of Ontario’s largest single-tier municipalities and home to over 70,000 people, Norfolk is bold, diverse, and proudly local - a municipality that thrives on innovation, collaboration, and connection. Here, you’ll find endless opportunities to grow your skills, expand your ideas, and shape your career.

As a Customer Service Representative - Recreation, you’ll welcome and support residents by handling program registrations, facility bookings, and daily inquiries. Your organized, customer‑focused work will help deliver smooth, positive experiences across Norfolk County’s recreation centres, ensuring community members feel supported, informed, and engaged in their recreation activities.

Big vision. Real opportunities. Unlimited potential. That’s Norfolk.

Duties and Responsibilities:

• Ensure public is greeted in a prompt, professional and service-oriented manner and the County’s standards for customer contact and telephone protocol are not only met but also exceeded.
• Greet customers, respond to telephone, email, social media and counter inquiries.
• Problem solve and handle customer complaints in a mature, calm and professional manner; escalate/refer inquiries as appropriate.
• Provide support for customers using the online registration system.
• Update and maintain client data base as needed.
• Process program registrations, maintain customer memberships, book and attend participants into classes and programs, process all drop-ins and point of sale requests and issue necessary receipts.
• Process facility booking inquiries and manage allocation of rental space within the Simcoe Recreation Centre including, multi-purpose floor, pool and meeting rooms.
• Monitor customer accounts to ensure collection of outstanding balances are followed up with on a regular basis.
• Provide back up to the Facility Booking Clerk for the booking of all County Recreation facilities and following up on rental inquiries.
• Monitor and process online facility booking requests when Facility Booking Clerk is unavailable.
• Process Gear Shop Rentals and manage concession inventory.
• Maintain a busy phone and email system in a courteous, timely manner.
• Receive, sort, prepare and disperse mail for distribution internally and externally.
• Manage inventory of office supplies for the department; including responsible for office supply vendor ordering, receiving of supplies and distributing to proper staff members.
• Maintain/consolidate daily deposits for all locations utilizing Xplor Recreation system; maintain and process post-dated payments on a daily basis, balance, reconcile and prepare bank deposits.
• Maintain office equipment (copiers, printers, laminating machines, etc.) ensuring it is in good working order on a daily basis; contacting IT or maintenance support when required.
• Maintain program listings/schedules for marketing/advertising purposes.
• Monitor use of lifts in facility and assist customers who are having difficulty in operating.
• Provide first aid and attend to emergency situations when needed.
• Assist in the consolidation of information to complete the annual Municipal Performance Measures Program as well as department specific statistics and reporting requirements.
• Act as Deputy Division Registrar for the issuance of burial permits as delegated by the Legislative Services Department.
• Perform other duties as assigned.

Requirements

Knowledge and Experience:

• Grade 12 graduation with a post-secondary diploma in Business/Office Administration, Customer Service/Hospitality, Recreation & Leisure, or related discipline.
• Over one year experience in customer service/public relations and working effectively within a team environment.
• Basic First Aid & CPR/AED required.

Skills and Abilities:

• Knowledge of the Recreation Departments programs and operations.
• Broad-based knowledge of the County's municipal operations and services is an asset.
• Working Knowledge in the use of Microsoft Office Suite and demonstrated comfort level with Microsoft Teams and the Internet.
• Previous experience with Recreation Management Systems, Xplor Recreation (PerfectMind), or similar is preferred.
• Experience with municipal software including Enterprise Resource Planning, Customer Relationship Management systems, and Great Plains considered an asset.
• General knowledge of accounting principles and a strong comfort level with completing financial transactions.
• Ability to effectively communicate both verbally and in writing.
• Ability to multi task under pressure, prioritize work tasks, problem solve and demonstrate attention to detail in order to meet customer service standards and deadlines.
• Outstanding customer service skills with an ability to maintain composure regardless of the demands of the environment.
• Excellent interpersonal, public relations, negotiating, organization, analytical and problem/complaint resolution skills.
• Valid Ontario driver’s license and access to a reliable vehicle.
• Must be aware of safe work practices as they relate to job responsibilities and work environment, and have the basic understanding of the Occupational Health and Safety Act.

Benefits

Posting #: CUPE

Position: Customer Service Representative - Recreation

Position Code: 3RCCSR

Status: Permanent Part Time

Number of Vacancies: 1

Employee Group: CUPE Local 4700

Wage: $ - $ per hour

Hours Worked per Week: up to 24

• Note: Hours of work may include mornings, afternoons, evenings and weekends, subject to operational requirements

Division: Community and Development Services

Department: Parks, Recreation and Culture

Reports to: Supervisor, Recreation Services

Location: Simcoe, ON

Posting Period: August 6, 2026 - August 19, 2026