Hart House is a centre for experiential education outside the classroom at the University of Toronto. Since it opened in 1919, Hart House functions as a place where students, faculty, staff, alumni and members of the broader community connect with each other and the world. Through an array of co-curricular programming in the arts, dialogue and wellness, Hart House works with local and international partners to foster community and to create innovative learning opportunities for students. Hart House operates from a historic facility on the St. George campus, as well as a 150-acre farm in Caledon, Ontario, offering a wide range of services through a social enterprise model that generates revenue to support its student-focused programming on all three University of Toronto campuses.

The Information Services Desk is a dynamic focal point within Hart House where administrative functions related to a wide range of services and sales – e.g., registration for classes, memberships and other service offerings for Hart House, ticket sales for Hart House Theatre, reservations for the Hart House Fitness Centre – as well as providing general information about Hart House and the university, are performed. The Information Services Desk provides our diverse community an open door, welcoming them to enjoy a multitude of activities and services at Hart House.

The Information Services Representative is directly supervised by the Manager, Information & Customer Service and plays a role in supporting the Information Services team. The incumbent will work in close collaboration with the Information Services Associates and Fitness, Wellness and Recreation team to this end with a focus on the facilitation of strong customer service at service points within the building.



They will also be responsible to support and provide guidance to non-appointed staff.

They will direct information to visitors on eligibility requirements, procedures, and policies for Hart House facilities. The incumbent will be responsible for collating and organizing materials, maintaining emergency contact lists, booking rooms, ensuring responsiveness to inquiries, and maintaining daily reports. They will also handle incoming and outgoing mail and deliveries and liaise with facilities or caretaking staff to address any building issues. This role will be responsible for following rules and procedural instructions when opening and/or closing the Information Services Desk.

Resolving minor complaints within the scope of the role and referring larger issues to the appropriate channels
Checking eligibility of students to access the facility and maintaining control over the distribution of access to designated University spaces
Supporting the Information Services team in providing information on programs and services to internal and external contacts
Assisting with registrations, maintaining databases, generating reports, conducting regular checks and balancing financial transactions against sales
Serving as a resource to others by providing (non-supervisory) administrative guidance

High School Diploma or acceptable combination of equivalent experience.
Minimum of two years of experience in customer service




Minimum of one year experience in a high-volume, multi-service customer service workplace involving cash/point-of-sale transactions, scheduling/reservations, and in person conflict resolution
Demonstrated experience de-escalating conflict with members of the public, including handling complaints, denying access/service when policy requires it, and managing frustrated or distressed patrons
Excellent personal and human relation skills
Computer skills required: Microsoft Office Suite. Familiarity with or ability to quickly learn Fusion software to maintain membership database and online registrations is essential
Excellent customer service, interpersonal skills, good judgment and initiative
Demonstrated commitment to equity, diversity and inclusion in all work responsibilities and in collaborative workplace practices
Fluent in written and spoken English
First Aid/CPR Training is required and will be provided

Assets (Nonessential):

Experience with Fusion and/or Audience View a notable asset
Experience in a higher education context is preferred
Fluency in second or more languages would be an asset
Knowledge and experience of for the University of Toronto and/or Hart House programs and services

Tuesday through Saturday from 2:45 PM to 11:00 PM
Schedule: Full-Time
Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Divisional HR Office Email: cahrs.Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

📌 Customer Care Agent Full Time/Agent(e) du service clientèle temps plein (Toronto)
🏢 University of Toronto
📍 Toronto