The Canada Games Aquatic Centre (CGAC) is a community centre for wellness and active living. With aquatic amenities, a fitness facility, massage therapy, and other offerings onsite, there is something for all ages and abilities to enjoy. Featuring the only 50-metre pool in the province, the facility hosts public swims and other gatherings for the communities of the Fundy region, along with sport tourism events that contribute to the local economy. The organization is also one of the largest providers of swimming lessons in New Brunswick. Governed by the Saint John Aquatic Center Commission, the CGAC is a registered charity that is subsidized through the Fundy Regional Service Commission.

Position: Full-time Customer Service Representative (Front Desk Staff)

This position plays a key role in the organization, as the Front Desk is the primary access point for patrons requiring information and service. The role includes reception duties, registrations, membership sales, and service, as well as point of sale transactions for our programs, services, and Pro Shop. Our full-time positions carry out regular shift duties and also play a role in team leadership, requiring strong personal initiative and skills in leading others through shift operations, making empowered decisions, and possessing thorough knowledge of our procedures and customer practices. As well, each full-time staff is assigned to oversee a particular customer service area (i.e., Pro Shop, communication/website, administration, collections). This position is managed by the Corporates Services Manager.

This position requires a high level of courtesy and tact in interactions with the general public, members, and staff, while maintaining control of the flow of traffic through the front lobby.

The work schedule requires 35-42 hours per week in a scheduled shift, with some season adjustments. Emergency shift coverage on an overtime basis is required.

Summary of Duties

• Actively supports facility core values of hospitality, cleanliness, and safety.
• Extends a friendly acknowledgment to all customers and provides information to all inquiries by phone or in person.
• Provides excellent customer service to all customers (internal and external).
• Reviews on a daily basis the update book and other information sources, and records any pertinent new information in the update book for future reference.
• Uses the PA system to air customer announcements and notice of building procedures (e.g., emergency and closing).
• Routes customers to requested locations.
• Announces any visitors to managers by phone or message.
• Posts notices of items reported to be out of order and communicates to customers.
• Makes calls to customers related to programs/services.
• Efficiently completes all requests for course registrations; completes membership sales and related administration; initiates refunds and credits according to policy; carries out Pro Shop sales; promptly files any forms and keeps work area neat.
• Answers all facility booking inquiries.
• Enters all booking information accurately into the computer database and updates as required; provides information to customers concerning space availability; enters addresses of all contact persons for group bookings.
• Effectively manages and is accountable for all funds/receipts taken during shift; completes daily cash out procedures at shift end; complies with all policies and procedures regarding cash control; ensures all necessary documentation/notes are enclosed with end of day reports.
• Completes tasks as requested or assigned (e.g., time sheets, inventory, reports and administration involving events and membership, balancing of cash sheets and memberships, quarters, locker rentals and renewals, towel rentals and renewals, training of new staff, checks inventory each session).
• Reviews policies and procedures with part-time staff on an ongoing basis.
• Provides support to part-time staff on shift with procedures and any needed information sources.
• Supports a friendly environment for all staff.
• Makes or assists others with making empowering decisions to assist with customer satisfaction.
• Ensures emergency procedures regarding communication to customers, EMS, and other staff are carried out on shift.
• Ensures good interdepartmental relations and cooperation.
• Approaches and ensures that members, special contracts, and pass holders scan and show passes.
• Maintains order in the lobby and ensures the counter is kept clear for customers.
• Informs a manager on duty of any problem or concern.
• Ensures opening, closing, and shift procedures are carried out as assigned on shift procedures.
• Program duties as required.
• Rolling coins as necessary; quarter/locker rentals to be maintained and managed monthly, reporting any concerns to the administrative department.
• Completes light housekeeping in back desk area.
• Assists departments with special projects as time permits at the desk.
• Front Desk staff are responsible for seasonal decoration of the lobby area.
• Other duties as required.

Required Qualifications

• High School Diploma or recognized equivalent
• Experience working with cash and in a computerized environment
• Minimum of two (2) years experience in a similar customer service role

Assessed Qualifications

• Demonstrates excellence in customer service, treating patrons with courtesy and respect
• Ability to work independently and efficiently
• Demonstrates initiative
• Strong oral and written communication skills
• Dependable
• An understanding of the Canada Games Aquatic Centre's purpose and operations

Compensation

$15.71-$21.45/hour

A family membership to the Canada Games Aquatic Centre

Competitive benefits package

Conditions of Employment

• Current acceptable Criminal Record and Vulnerable Sector checks
• WHMIS training
• Must maintain certifications
• Must be available to work flexible hours, including early-morning shifts, evenings, weekends, and holidays

How to Apply

Please apply electronically by submitting your resume to Christina Vail: [email protected], clearly indicating you are applying for the Full-time Customer Service Representitive position. You may also drop off your resume at the front desk of the Canada Games Aquatic Centre during operational hours. The deadline for applications is end of day on Monday, March 31, 2025.

This is a unionized position.

The Canada Games Aquatic Centre is an Equal Opportunity Employer.

We thank all applicants for applying; however, only those chosen for an interview will be contacted.