Customer Service Desk Shift Lead, Calgary

Customer Service Desk Shift Lead The Customer Experience department employs a team approach to deliver consistent, outstanding, and individualized experiences with lasting emotional connections throughout the Recreation Centre. The Customer Experience Shift Lead is an enthusiastic, positive individual who takes pride in a well‑done job and maintains an outgoing, professional attitude. They will be responsible for providing outstanding front‑line customer service to internal and external customers in support of our Recreational and athletic programs and facility spaces. This role is a leadership position that supportsand mentors Customer Experience representatives and oversees daily operations.

This is a flexible position whose work schedule is variable and may include an irregular schedule of not less than three (3) hours per shift and up to thirty‑five (35) hours per week.

Responsibilities

Provide exceptional customer service by interacting with members and guests in person or over the phone.

Register and process payments for memberships and programs.

Provide information and retain knowledge about various memberships, programs, and services.

Act as the shift leader at the CSC and Recreation facility, enforcing access guidelines, rules, regulations and processes.

Oversee the facility's opening and closing procedures, ensuring proper protocols are followed.

Conduct facility checks to ensure safety, cleanliness, and readiness for members.

Ensure the safety and well‑being of staff and members by providing first aid when necessary and leading evacuations during emergencies.

Work closely with fellow team members, management, and other departments to achieve operational goals and provide a positive experience for all visitors.

Perform various administrative tasks assigned by supervisors, including reporting, inventory management, and maintaining accurate records of customer memberships and registrations, as well as managing parking and lockers.

Expertise in the ActiveNet software to register and process payments for memberships, programs, and events.

Assist staff members in troubleshooting system issues and with ActiveNet‑related tasks.

Supervise, coach, and mentor casual staff, ensuring adherence to facility policies and procedures. Provide ongoing support and training to new and existing staff members.

Qualifications

Minimum High School diploma, plus additional coursework.

6 - 12 months of related experience.

Strong interpersonal skills and effective written communication.

Willingness to mentor staff and manage challenging internal and external conversations.

Salary:

$15.00 - $18.87 per hour

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