Customer Service Centre Team Leads

Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. Today, Mount Royal offers 14 bachelor degrees and 38 majors, along with a wide range of diploma and certificate options. We boast a diverse community with nearly 16,000 credit students, more than 5,500 non-credit students and about 1,700 employees.

Mount Royal is located in the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in Southern Alberta, which includes the Siksika, the Piikani, the Kainai, the Tsuut’ina, and the Iyarhe Nakoda. The City of Calgary is also home to the Métis Nation.

A student-focused undergraduate university built on teaching excellence, we are known for our top-calibre programs, high-quality teaching and learning experience, robust delivery of liberal education, scholarly teaching, experiential learning and undergraduate research. Learn more at mru.ca/AcademicPlan .

We are committed to removing barriers and fostering the inclusion of voices that have been historically underrepresented or discouraged in our society. In support of our belief that diversity in our faculty and staff enriches the work, learning and research experiences for the entire campus community, we strongly encourage members of the designated groups (women, Indigenous Peoples, persons with disabilities, members of visible minorities, and diverse sexual orientation and gender identities) to apply and self-identify.

Mount Royal University Cougars Athletics and Recreation takes an inclusive, student-centered approach in offering groups and individuals opportunities to bolster their health and wellness through a wide range of programming and activities ranging from beginner sports enthusiast to our eight Cougars varsity athletic programs.

The Customer Service Centre (CSC) - Team Lead is a member of Cougars Athletics and Recreation which actively creates, promotes and sustains an environment in which the Mount Royal University community is challenged and supported in pursuit of personal growth in the areas of Athletics and Recreation. 

Reporting the Fitness and Customer Experience Supervisor, the CSC Team Lead is an integral member of the programs and services team. The team is driven by their why: to inspire people to move so that they can be the best versions of themselves. We invite and welcome people to show up as their authentic selves; we develop people in ways that matter most to them; we build communities that connect people to what brings them joy; we create accessible and inclusive spaces, places, and programs; and we establish relationships that foster a sense of belonging.

The CSC Team Lead assists in the areas of staff development, member services and Customer Service Centre operations. Areas of focus include the administration of day to day and monthly data management and reporting processes within Google suite and ACTIVE Net recreation management platform. Key competency areas of the position include: Student Development, Human Resource Management, Conflict Resolution, Communication, Leadership and Mentoring. 

Positions Available:

Three (3) vacancies to be filled (997096, 997097, 997098)

Flexible Work Schedule
The normal work week will vary according to customer service/needs of the public, and operational requirements.
This includes a rotating schedule of weekday and weekend shifts which include opening, mid day, and closing responsibilities. 

These roles are full-time, limited term roles working 35 hours per week and ending August 31, 2024.

Customer Service Centre Operations (60%)  

• Administer the daily and on-going functions of database management, memberships, point of sale (POS), lockers, equipment reservations and equipment lending within ACTIVE Net recreation management platform.  
• Monitor and respond to the recreation and personal training email, and the Online Feedback Form in a timely manner to maximize responsiveness to students, employees, and members. 
• Coordinate and lead opening and closing duties in a timely and efficient manner to ensure reliability for all members and rental groups. 
• Conduct daily facility walkthroughs to provide a safe and clean environment for all users. 
• Responsible for responding to and providing first aid in emergency situations. 
• Coordinate the evacuation of the Recreation Centre as directed by MRU Emergency Response system. 
• Support a culture which resolves concerns in a timely fashion in accordance with appropriate compliance, policies and procedures.

Staff Development (30%)

• Model and reinforce service excellence standards and organizational culture to ensure customer satisfaction.
• Assist in training, coaching, and mentoring casual student employees at the Customer Service Centre. 
• Assist in development and delivery of performance appraisals that increase student employee core competencies. 

Departmental, Divisional and Institutional Service and Planning (10%)

• Support various strategic plan work teams and committees with delivery strategies that achieve desired outcomes and objectives. 
• Assist with engagement strategies to promote department programs, services, and events. 

Other duties as assigned.

• Passion for inspiring people to move so that they can be the best version of themselves. 
• Current Standard First Aid & CPR-C certification
• Demonstrated experience in front line customer service roles
• Passionate about the customer and student development journey
• Commitment to and appreciation for equity, diversity and inclusion.
• Demonstrated ability to behave with integrity and ethics.
• Demonstrated ability to apply compassion and patience to resolve conflict
• Ability to effectively communicate and motivate others towards a shared goal.
• Ability to work flexible hours including evenings and weekends.

Preferred Qualifications

• Technical knowledge of and experience with ActiveNet recreation software. 
• Specific knowledge and experience in recreation programs and facilities
• Previous customer service experience in post-secondary recreation setting.
• Ability to work flexible hours including evenings and weekends.

Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions.

At Mount Royal University, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace.

Our campus offers the convenience of a medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, fitness classes, climbing, aquatics, sports, tournaments and certifications for students, employees and the public.

Salary:                  $23.39- $29.58 per hour (Subject to retroactive increase based on Gain Sharing Conditions as per the Government of Alberta)

Closing Date:       Open until suitable candidates found

A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: [Last Name], [Requisition Number], [Document Title].pdf (ex. Smith, 999999, CV.pdf).