Description

The Outdoor Centre in the Faculty of Kinesiology is currently seeking a Recurring Part-time Outdoor Centre Customer Service Supervisor.

The Outdoor Centre Customer Service Supervisor will reports to the Coordinator, Outdoor Centre Equipment and Services. The position is based on a Tuesday to Saturday work schedule with a forecast of 7 hours per day. There may be times when overtime is required either weekends or evenings.

The Outdoor Centre provides rental bookings, registration services, retail sales, repair service contracts and climbing facility access to approximately 75,000 clients each year.

Judgment and decision making generally follows established procedures and guidelines; however changing product lines requires the incumbent to recognize and take the lead in evaluating and, if necessary, revising procedures and guidelines. This needs to be done in close cooperation with other members of the Outdoor Centre team who have direct responsibility for those products. In addition, as the Customer Service Supervisor, the incumbent will be required to make discretionary decisions that may impact programs, facility access or equipment. The incumbent will be acting as the 'lead hand' on shift, assigning daily tasks and directing the efforts of up to 2-8 P/T staff on a given shift. The incumbent will be part of the leadership team for customer service and share responsibility for ensuring that staff receive adequate training on Outdoor Centre policy, procedures and equipment. The incumbent will be responsible for ensuring that the appropriate member of the Outdoor Centre team is advised of any deficiencies in any aspect of both the rental stock and the various tools needed for the efficient operation of the customer service area.





Summary of Key Responsibilities

- Assists and coordinates with the Equipment and Services Administrator in the oversight of customer service delivery through interactions with clients and hourly staff.
- Takes a lead role in maintaining a consistently high level of customer service with respect to all aspects of Outdoor Centre operations.
- As part of a team, takes responsibility for coordinating the daily work tasks of full time and hourly paid staff. This involves setting work priorities, reallocating staff resources, and monitoring staff work related to delivery of customer service and equipment maintenance.
- Effectively supervises the workflow of customer service staff on a daily basis. This includes working closely with the RPT Customer Service Administrator in the delivery of customer service and staff training.
- Ensures that problems and issues with equipment, programs, or memberships are effectively communicated back to program coordinators, equipment and services coordinator, and affected clients.
- Suggests recommendations for review of polices or processes that will improve customer service.
- Demonstrates general technical proficiency in all equipment areas and office and system administration.
- Ensures that staff training is supplied in a consistent, timely and adequate manner to full time and part time staff.




- Ensures that the customer service area has the tools and resources required to function effectively.
- Processes program registrations, rental work orders, service/repair contracts and retail sales on the University CICS computerized systems.
- Accurately assesses fees, process payments, authorize credit card payments, reconcile cash and process daily deposits, process program & rental refunds and transfers.
- Assists Program Coordinators with tasks related to Outdoor Centre program administration.
- Deals effectively with customer questions and complaints.
- Ensues that information flows effectively to the Equipment and Services Administrator.
- May assist or back-up other staff as needed to cover vacations and off-campus teaching commitments.

Qualifications / Requirements

- Minimum of Undergraduate degree or College Diploma in Outdoor Recreation, Recreation Administration is an asset.
- First Aid / CPR certification; Wilderness First Aid is preferred.
- Knowledge and experience in the wide variety of outdoor activities, equipment and services offered by the Outdoor Centre is required.
- In-depth understanding of policies and procedures relating to inventory management and course offerings is essential.
- Experience problem-solving equipment issues and general maintenance & repair of outdoor gear is essential.
- Experience in customer service, including experience in the supervision of a medium-sized customer service operation is required.
- Good working knowledge of MS Office applications, particularly Excel and Word are required.
- Familiarity with University core business systems, including CICS is an asset.

📌 Outdoor Centre Customer Service Supervisor (Calgary)
🏢 University of Calgary
📍 Calgary