Why work for the Town of Canmore: Our team is professional, fun, dedicated and passionate about work, the community and the endless opportunities for outdoor and indoor recreation in our magnificent Rocky Mountain environment.

Our Customer Experience

Agents support the community as part of an energetic and dedicated recreation team committed to promoting a high level of community wellness and exceptional customer service.

Position Overview: The Customer Experience (CE) Agent creates a welcoming, inclusive, and positive experience for all visitors to Town of Canmore recreation facilities. This position is accountable for delivering exceptional customer service while accurately administering memberships, drop-in admissions, program registrations, and responding to customer inquiries in a professional and timely manner. As a key member of the Recreation team, the CE Agent maintains a strong knowledge of recreation programs, services, and facility operations, contributing to the efficient and effective delivery of day-to-day services.

The CE Agent also supports the development and success of the Customer Experience team by assisting the Customer Experience Team Lead with staff training, administrative functions, and cash reconciliation processes. Through consistent adherence to service standards, operational procedures, and Town values, the CE Agent fosters a professional, collaborative, and customer-focused environment while supporting continuous improvement in service delivery.

Core Accountabilities

Deliver Exceptional Customer Service Create a welcoming and inclusive experience for all facility visitors through consistent, professional interactions

Respond promptly and courteously to customer inquiries and requests in person, by phone, and via email

Resolve customer concerns professionally while maintaining composure in high-volume situations

Embody Town values of respect, integrity, and service in all customer interactions

Administer Memberships, Admissions, and Program Registrations Accurately process membership applications, renewals, and drop-in admissions using recreation management software

Register participants in programs and maintain detailed records in the booking system

Handle cash and electronic payment transactions with accuracy and integrity

Verify eligibility and apply appropriate fees, discounts, and waivers according to established procedures

Maintain Strong Knowledge of Programs and Facility Operations Stay current on all recreation programs, services, facility hours, and operational procedures

Provide accurate information to customers about facility amenities, program offerings, and registration requirements

Communicate updates and changes to the team to ensure consistent information delivery

Support continuous improvement by identifying gaps in customer knowledge or service delivery

Support Team Operations and Development Assist the Customer Experience Team Leader with staff training and onboarding activities

Participate in cash reconciliation processes and administrative functions

Contribute to a collaborative, qualified, and fun workplace culture





Support team members and share operational best practices to enhance service quality

Operate Recreation Management and Computer Systems Use recreation facility booking software proficiently to manage registrations, memberships, and inquiries

Maintain accurate data entry in Microsoft Office programs, particularly Outlook, Word, and Excel

Follow documented procedures and troubleshoot common technical issues

Health and Safety Fulfill worker responsibilities under the Town of Canmore Health & Safety Directive

Participate in the Town's health and safety program by following all safety legislation, policies, and procedures

Perform work safely and protect the health and safety of yourself and others

Refrain from causing or participating in harassment or violence

Report incidents, injuries, and unsafe or harmful worksites, acts, or conditions promptly to leadership

Key Competencies

Takes initiative to deliver timely, effective, and appropriate service that meets the needs of clients and interest holders. Anticipates needs, responds proactively, and follows through on commitments to ensure a high standard of service. Demonstrates a respectful, solution-oriented approach, building trust and positive relationships

Demonstrates integrity through consistent, competent performance, ethical decision-making, and clear, values-based communication that reflects what is best about the organization

Applies self-awareness and emotional regulation to remain effective and composed in a variety of situations, recognizing and responding appropriately to the emotions of self and others, fostering positive relationships and a respectful, supportive environment

Fosters effective collaboration by building strong networks, promoting cooperation across teams and boundaries, and aligning partners and interest holders to achieve shared organizational priorities and outcomes

Effectively represents the organization in external settings and builds strong relationships with interest holders, partners, and the community. Communicates the organization’s positions clearly on complex or sensitive issues and contributes to enhancing its reputation and influence

Demonstrates self-motivation and a proactive approach to work, taking action independently without reliance on external pressure. Consistently seeks opportunities to contribute, solve problems, and improve outcomes

Education & Qualifications:

Required Two years of customer service experience in a public-facing role, demonstrating ability to manage high-volume interactions and resolve concerns professionally

Intermediate First Aid certification with CPR and AED, or willingness to obtain certification

Solid proficiency with Microsoft Office applications, particularly Outlook, Word, and Excel





Demonstrated ability to handle cash and electronic payment transactions accurately and with integrity

Knowledge of Alberta health and safety legislation and commitment to workplace safety practices

Excellent verbal and written communication skills with ability to provide clear, accurate information to diverse audiences

Ability to work collaboratively with team members and support interest holders in achieving shared goals

Availability to work shift work in a seven-day-a-week operation, including mornings, evenings, weekends, and holidays

Preferred/Asset Experience working in a recreation facility, municipal service environment, or similar community-focused organization

Knowledge of or experience with fitness, wellness, or recreation programming

Proficiency with recreation management software or similar booking and membership systems

Experience managing multiple priorities simultaneously in fast-paced environments

Experience with deescalation training and/or experience recognising and addressing problematic behavior with patrons Salary & Benefits:

Pay Range- $27.79 to $30.08 per hour to start.

Compensation will be calculated based on the successful candidate’s related work experience and education

This is a permanent full-time position

40 hours work week weekends & evenings included

Competitive benefits package, & health spending account Generous RRSP matching plan Personal development & learning opportunities Positive work culture Work-Life Balance Closing Date for Applications: This posting will remain open until filled.

How to Apply: To apply, please combine your cover letter and resume into a single document (PDF or Word) and click the “Apply Now” button below. To help us learn more about you, in your cover letter please clearly detail the following:

Why do you want to work with us as a Customer Experience Agent?

What skills, experience and (most importantly!) attitude will you bring to enhance the team and enrich our community. Your level of familiarity with Canmore and our facilities at Elevation Place.

Prior to beginning work, the successful candidate will be required to submit all required certifications and documentation, including driver`s abstract and records checks. The Town of Canmore wishes to express our appreciation to all applicants for their interest and effort in applying for this position. However, only candidates selected for interviews will be contacted.

The Town of Canmore is committed to fostering an inclusive and respectful workplace. We are proud to be an equal opportunity employer and make employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, age, disability, marital status, family status, ancestry, place of origin, or any other protected characteristic under applicable law.

We believe diversity strengthens our organization, and we encourage applications from all qualified individuals. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, [email protected]

📌 Customer Experience Agent - FT Perm (Canmore)
🏢 Town of Canmore
📍 Canmore