Customer Service Lead

Company Overview The Glacier Ridge Residents Association (GRRA) is a not-for-profit corporation established to manage, maintain, and operate the community’s resident amenities and lifestyle programming. The GRRA owns and operates Glacier Ridge Village, a modern community recreation facility designed to serve the growing and culturally diverse northwest Calgary neighbourhood of Glacier Ridge.

The GRRA fosters a collaborative, service-focused environment supported by a dedicated and skilled team. Grounded in professionalism, safety, and respect, staff and volunteers contribute measurable value toward advancing the Association’s strategic priorities. The organization is committed to operational excellence and to consistently meeting high standards of quality, accessibility, and resident experience.

Through thoughtful stewardship and responsive programming, the GRRA strives to build community pride and exceed the expectations of Glacier Ridge residents.

Position Summary

Are you passionate about delivering an exceptional customer experience to everyone who walks through the door? Do you thrive on exceeding expectations and building genuine connections? If so, we want YOU to be our Lead Resident Services Ambassador!

As the first point of contact at our ambassador desk, you’ll play a vital role in creating a welcoming setting for our residents. On a daily basis you will have the opportunity to engage with residents by validating their membership for entry, assisting to book facility rentals, processing annual encumbrance fee payments, assisting with general inquiries, and completing program registrations. Reporting directly to the General Manager, this is a full-time permanent salary position of 37.5 hours a week.

Weekend and evening shifts will also be required from time to time for assistance with special events, and to attend team meetings.

Key Responsibilities

· Provide GRRA patrons with an exceptional customer experience in the following capacities: registering for programs,



issuing new cards, processing annual encumbrance payments, administering point of sales, answering facility rental questions and completing bookings, event registration and other requests

· Be the initial point of contact for GRRA residents/patrons at the ambassador desk, over the phone, and via email, always responding in a professional and courteous manner, finding the answer when unknown

· Facilitate the GRRA entrance gate by scanning all membership cards for entrance upon their arrival, to ensure accurate records of facility usage

· Be an effective ambassador for the GRRA by actively promoting program, club, activity, and event participation

· Effectively participate in the GRRA Safety Program, including paperwork for incidents, accidents, first aid

· Answer the GRRA main phone line and direct calls to the appropriate team member

· Assist residents to complete the appropriate forms in regard to park usage, equipment rentals, membership, etc.

· Enforce all Glacier Ridge Residents Association rules

· Process annual encumbrance fees according to designated procedures

· Provide resident tours

· Answer inquiries

· Facilitate clubs, activities, and facility rentals packages, as scheduled

· Effectively communicate shift occurrences with other ambassadors in the “ambassador communication book”

· Any other duties as assigned by the General Manager

· Track Facility usage and resident feedback

Qualifications & Requirements

· Minimum 1 year of customer service experience in a fast-paced environment

· Outstanding customer service, written and oral communications skills

· Genuine connection builder

· Excellent organization and time management skills

· Strong attention to detail with accuracy and efficiency

· Working knowledge of Microsoft Office

· Experience working with Canva considered an asset

· Ability to work independently, and as part of a team

· CPR and First Aid Certification (or willing to obtain)

· Criminal Record and Vulnerable Sector Check

Pay: $15.00-$22.00 per hour

Work Location: In person

📌 Customer Service (Part-time) (Calgary)
🏢 Glacier Ridge Residents Association
📍 Calgary