Customer Care Associate - Libertyville

Canlan Sports is the largest private sector owner and operator of recreational sports complexes in North America The companys success in the recreation entertainment & hospitality industry is attributed to a combination of innovative programming service delivery leadership and wo ...

Job description

Canlan Sports is the largest private sector owner and operator of recreational sports complexes in North America The companys success in the recreation entertainment & hospitality industry is attributed to a combination of innovative programming service delivery leadership and world class sports complexes We understand our customers need for service excellence and are committed to it Rate of Pay hour Job SummaryThe Customer Care Associate CCA maintains the health & safety of our customers whilst providing professional efficient and courteous service in person at the complexes This role is responsible for upholding any health and safety legislative requirements and reducing health and safety risks through adherence to strict protocols and physical barriers based on the information available to Canlan Sports management at the time it was approved They are strong communicators providing exceptional customer service ensuring a safe and healthy environment for all They provide information for walk in customers about all products and services offered at the Sports Complex The CCA will also be the primary point of contact for the Contact Center and will field all calls The CCAs will have communication set up a cell phone and schedules set with the Contact Center AccountabilitiesThis role is accountable forMinimizing health & safety risksIndividual Customer Feedback & SatisfactionProviding information on programs and registrationRegistering and selling as requiredResponsibilities Welcome and provide service for walk in customers in a friendly and competent mannerAnswer customer questions and concerns or escalate to the appropriate departmentAccept payments and provides receipts to customers for drop in programs contract programs and league or tournament paymentsTake casualspot rental bookings prepare contracts and collects feesBe the primary point of contact for the Contact CenterReport repair and maintenance requirements to Operations department personnelMaintain a safe environment for customers and employees by identifying and managing potential risk situations or escalating to the appropriate managerManage traffic into out of and in each Zone viewing zones ice level zones ensuring athletes coachesspectators maintain physical distancing Guide traffic in the Zone to the change rooms and get the athletes from their rooms to the ice and vice versaEnforce the physical distancing rules and the other sport complex rules no spitting water bottles filled wear mask face shield etcThe main point of contact in emergency situations and is aware of all emergency contact detailsMay be required to provide 1st Aid in the event of an incidentMay be required to carry out disinfection duties such as cleaning door handles benches and other high touch pointsAdhere to Risk Management policies and procedures as governed by legislative requirementsComply with the Sports Complex Health and Safety Committee and report any unsafe Health & Safety conditionsIs WHMIS Canada or HAZCOM US and Workplace Violence trainedIs aware and understands implementation of the Complex Emergency Plan Incident Reports and knows the location and how to use the First Aid Kit Eye Wash Station and DefibrillatorWear appropriate Personal Protective Equipment PPE when requiredAssign high priority on Customer Satisfaction and display a solid service attitudeParticipate in keeping all areas of the complex neat tidy and safe at all times Adhere to and support The Canlan Sports Mission Vision and Culture Statements Company policies procedures and best practices The Customer Service Charter and Canlan Sports Central prioritiesUnderstand current promotions and take initiative to actively sell and products and servicesProactively resolve or escalate any guest staff or personal concerns to managerAssist in training of new employees and mentor junior staff membersTake responsibility to help and assist in other departments areas as needed based on abilityAbilities Attributes and ExperienceWillingness and ability to work flexible hours evenings & weekendsAt least one year office and customer service experienceExperienced handling credit card paymentsComfortable working with new systems and technology iPads point of sale CRMAble to work well under pressure and pay particular attention to deadlinesBasic understanding of accounting principles and practicesDemonstrated computer skills notably in Microsoft Word and ExcelThorough organized articulate and punctualGreat communication skills and professional and positive attitudeAble to manage and diffuse difficult situationsIf you are interested please apply online NOTE Only those applicants under consideration will be contacted Please accept our utmost appreciation for your interest We are an Equal Employment Opportunity employer Employment decisions are based on merit and business needs and not on race color creed age sex gender sexual orientation national origin religion marital status medical condition physical or mental disability military service pregnancy childbirth and related medical conditions or any other classification protected by federal provincial and local laws and ordinances Reasonable accommodation is available for qualified individuals with disabilities upon request This Equal Employment Opportunity policy applies to all practices As part of our recruitment and hiring practices we may use AI based tools to assist in the initial screening and assessment of applications All final hiring decisions are made by human reviewers LI Onsite