Customer Service Representative - Recreation (PPT) (CUPE 62.26)

Located in the heart of Southwestern Ontario, Norfolk County is where big vision meets unlimited potential. As one of Ontario’s largest single-tier municipalities and home to over 70,000 people, Norfolk is bold, diverse, and proudly local - a municipality that thrives on innovation, collaboration, and connection. Here, you’ll find endless opportunities to grow your skills, expand your ideas, and shape your career. As a Customer Service Representative - Recreation, you’ll welcome and support residents by handling program registrations, facility bookings, and daily inquiries. Your organized, customer‑focused work will help deliver smooth, positive experiences across Norfolk County’s recreation centres, ensuring community members feel supported, informed, and engaged in their recreation activities. Big vision. Real opportunities. Unlimited potential. That’s Norfolk.

Duties and Responsibilities: • Ensure public is greeted in a prompt, professional and service-oriented manner and the County’s standards for customer contact and telephone protocol are not only met but also exceeded. • Greet customers, respond to telephone, email, social media and counter inquiries. • Problem solve and handle customer complaints in a mature, calm and professional manner; escalate/refer inquiries as appropriate. • Provide support for customers using the online registration system. • Update and maintain client data base as needed. • Process program registrations, maintain customer memberships, book and attend participants into classes and programs, process all drop-ins and point of sale requests and issue necessary receipts. • Process facility booking inquiries and manage allocation of rental space within the Simcoe Recreation Centre including, multi-purpose floor, pool and meeting rooms. • Monitor customer accounts to ensure collection of outstanding balances are followed up with on a regular basis. • Provide back up to the Facility Booking Clerk for the booking of all County Recreation facilities and following up on rental inquiries. • Monitor and process online facility booking requests when Facility Booking Clerk is unavailable. • Process Gear Shop Rentals and manage concession inventory. • Maintain a busy phone and email system in a courteous, timely manner. • Receive, sort, prepare and disperse mail for distribution internally and externally. • Manage inventory of office supplies for the department; including responsible for office supply vendor ordering, receiving of supplies and distributing to proper staff members. • Maintain/consolidate daily deposits for all locations utilizing Xplor Recreation system; maintain and process post-dated payments on a daily basis, balance, reconcile and prepare bank deposits. • Maintain office equipment (copiers, printers, laminating machines, etc.) ensuring it is in good working order on a daily basis; contacting IT or maintenance support when required. • Maintain program listings/schedules for marketing/advertising purposes. • Monitor use of lifts in facility and assist customers who are having difficulty in operating. • Provide first aid and attend to emergency situations when needed. • Assist in the consolidation of information to complete the annual Municipal Performance Measures Program as well as department specific statistics and reporting requirements. • Act as Deputy Division Registrar for the issuance of burial permits as delegated by the Legislative Services Department. • Perform other duties as assigned.