University of Alberta

Supervisor, Customer Service Centre

Faculty of Kinesiology, Sport & Recreation- Services Administration

Competition No.  -    S103821235D1
Posting Date  -    Jul 06, 2018
Closing Date  -    Jul 22, 2018
 
Position Type  -    Full Time - Operating Funded
Salary Range  -    $57,628 to $78,270 per year
Grade  -    08
Hours  -    40

This position has a term length of 12 months and is a maternity leave replacement. This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.

The Faculty of Kinesiology, Sport and Recreation, Campus & Community Recreation unit is currently seeking a Customer Service Supervisor. This position is global in nature and involves working with all areas of the Faculty that have or plan to have financial transactions through the Recreation Management Software (RMS) system, such as registrations, memberships and ticket sales as part of their daily operations. The Supervisor oversees all aspects of the Customer Service Centre including staff training, program registration (in-person and on-line), payment processing, accounting, reporting and evaluation.  The Customer Service Centre administers over $6.5 million in transactions and is a high volume area (60+ hours per week of customer service) that also provides information on sporting events, recreation programs and online access to the service units.

Duties

  • Directs and supervises the delivery of high quality customer service for the Faculty of Kinesiology, Sport and Recreation (KSR) in a high volume and fast paced environment
  • Responsible for implementation of the following RMS modules for efficient operation of the Customer Service Centre: Program Registration, Program Maintenance, Point of Sale, Point of Sale Maintenance, Accounting Processes, Report Printing, Facility Bookings and System Maintenance
  • Recruits, hires, trains, schedules, supervises and evaluates Customer Service casual staff (10-12 casual staff) and 1 full time Customer Service Associate
  • Provides leadership and mentorship for staff
  • Determines refund eligibility and processes all customer payments and customer account adjustments
  • Prepares deposits and cash outs
  • Prepares an annual budget of approximately $200,000; Monitors revenue and expenses
  • Provides frontline customer service (20% of hours of work) to clients, via in person, phone and e-mail
  • Provides support to Athletics for ticket sales, including hiring of staff, scheduling and training
  • Works cooperatively with all areas of KSR and exercises a degree of peer leadership to ensure programs and services are delivered seamlessly to the customer

Qualifications

  • The ideal candidate will have a post-secondary degree in Kinesiology, Sport Management or Business/Human Resources; minimum is completion of post-secondary education; equivalent combination of education and experience may be considered
  • Minimum of two years experience in administering staff training programs and recreation administration where a recreation management software system has been an integral component
  • Minimum of three years experience in front-line customer service and problem solving 
  • Current Standard First and CPR
  • Experience with Intelligenz Recreation Management Software preferred
  • University of Alberta Supervisory Development Training on Environment, Health and Safety required
  • Excellent verbal and written communication and interpersonal skills

How to Apply

Apply Online

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.