Customer Service Specialist - Queens University

The Q Services team is the important customer facing team for all Athletics & Recreation spaces. The Customer Service Specialist reports to the Manager, Member Engagement and Services and works daily to support a student and casual staff team in the frontline delivery of Q services, including; member and guest service, membership sales and service, member engagement such as communications, promotions, feedback and assessment, issue management and problem-solving, building and program access, locker sales and services, program registration supports, and point-of-sale systems and procedures to support encounters and transactions.

Thorough understanding and use of recreation and member management software and systems will be integral, including training and monitoring the primary delivery team to ensure a collaborative and proactive approach to operational needs, reporting and exceptional service delivery. The role will have responsibility to help ensure a safe, welcoming, and inclusive environment, training and assisting the student and casual staff team in best practices for effective service, and providing recommendations and direction in building and program policies and procedures, supervision, resolution of any escalated member issues and concerns, and evaluation of effectiveness in the delivery of spaces, programs, and services designed to support member health and wellbeing, community connection, and a supportive culture.

This position sells and promotes a variety of products and services that generate revenue for Queen's. This position operates point of sale equipment, reviews inventory and service transactions and provides system and process instructions for other staff. This position also responds to escalated customer requirements, provides scheduling, instructions and best practices for casual staff.

The schedule for this position requires the incumbent to work variable hours on a regular basis, including evenings and weekends. This position is subject to the Averaging provisions of the USW Local 2010 Collective Agreement.

The schedule for this position requires the incumbent to work frequent early mornings, evenings and weekends, according to program or area needs.

View the complete job description on our Careers webpage.

What you will do:

• Responds to inquiries and provides customer support for a variety of products and services.
• Follows policies and procedures, provides recommendations for adjustments to procedures.
• Provides reconciliation for a variety of transactions, provides reports and statistical information on transactions and customer interactions.
• Assists in inventory control, product placement and physical and online store organization.
• Provides updates for website content, customer communications and staff procedures.
• Responds to customer escalations from casual staff members.
• Acts as main point of contact for functionality associated with point of sales system and online registration platform.
• Recommends process improvements to department procedures.
• Sales and reconciliation of monthly locker rotation.
• Monitors building entry.
• Creates reports on transactions and services.
• Provides training for casual staff.
• Other duties as required in support of the department and/or unit.

Required Education:

• One-Year Post Secondary Certificate or Diploma.
• Required Experience
• More than 2 years and up to and including 3 years of experience.
• Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements:

• Knowledge and insight of practical methods, techniques, and work processes that is typically acquired through a combination of technical training and/or work experience.
• Provide information that requires technical or administrative explanation or interpretation.
• Attempts to resolve a difficult or challenging interpersonal situation, or overcome resistance to gain cooperation, before referring to others.
• Manage own work effectively and follows through on commitments, using the available resources.
• May distribute work to deliver objectives on time and to the highest standard and help others access resources to support goal achievement.
• Resolve recurring problems and situations using established procedure and guidelines.
• Bring forward problems, obstacles or challenges to work completion in a timely manners so deadlines continue to be met.
• Break down concrete issues into parts and selects best solution from clear alternatives and past practices.
• Acknowledge and respect diverse cultural traditions and beliefs.
• Question attitudes, comments and behaviours which are discriminatory and seeks out appropriate resources to remove these from the workplace.