Job Summary

Duties & Responsibilities

• Reconciles shift revenue collection reports, investigates transaction discrepancies and makes reconciliation adjustments in accordance with established policies and procedures. Maintains an inventory for admission passes, gift certificates, bulk tickets, and parking permits, in accordance with the established procedure.
• Processes activity-space rental and major event contracts for indoor leisure centres, seasonal sport facilities and special use parks or other recreation facilities; prints rental log-in reports following the established policy and procedure.
• Investigates, and responds to, related complaints and enquiries in accordance with established policy and procedure, resolves customer problems and directs customers to appropriate civic department.
• Supervises and trains staff in the performance of customer service duties, cash handling, program registration and facility booking. Assists with scheduling and monitoring work performance of assigned staff at assigned recreation facilities.
• Processes general admission, pass sales, program registration, activity-space rental payment and locker revenue collection; receives customers entering recreation facilities.
• Provides program and service information including schedules, program description, policy explanation and facility rental information.
• Acts as liaison with rental groups and site staff to arrange for rental/event booking, including equipment and activity set-up and take-down.
• Processes program registrations, including collection of fees, class transfers, withdrawals and refunds; prints program registration reports for distribution. Enters program information into, and modifies information in, the automated program registration system and cancels programs as directed.
• Processes subsidized facility rental for designated sports groups and informs them, regularly, of the account balance.
• Provides office support, e.g. photocopying, filing, typing, for program staff, maintains inventory of office supplies and ensures office equipment is working properly.
• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements

• Grade 12 education. 
• One year certificate in business or related area.
• Three years’ progressive work experience in detailed cash handling and balancing, including one year in a customer service work environment.

Knowledge, Abilities and Skills

• Thorough knowledge of automated revenue collection systems, e.g. computerized cash register.
• Considerable knowledge of current office management practices, procedures and systems.
• Knowledge of customer service principles and practices.
• Knowledge of accounting principles, concepts and procedures.
• Demonstrated ability to supervise assigned staff.
• Ability to establish and maintain effective working relationships.
• Ability to provide responsive customer service and convey confidence and competence.
• Ability to resolve customer problems, exercise good judgement and make timely decisions in accordance with established policy and procedure.
• Ability to interact with customers and remain calm when dealing with all customers during high volume periods.
• Ability to understand and comprehend moderately complex revenue collection procedures and make accurate arithmetic calculations.
• Ability to communicate effectively, orally and in writing, including effective interpersonal communications skills.

Requires Security Check

Additional Requirements

Evening and weekend work is involved.