JOB DESCRIPTION

Aquatic Customer Services Coordinator
Department Community Services
Hours of Work 40-hours/Week

POSITION SUMMARY:

Reporting directly to the Parks, Arenas, and Aquatics Manager or their designate, the Customer Services
Coordinator assumes the responsibility of overseeing a team of Aquatic Clerks at the Kenn Borek Aquatic
Centre. This role entails supervising the operations of the recreation software system and spearheading
training initiatives for Aquatic clerical staff. While the typical schedule for this position is Monday to Friday,
it is important to note that serving the public at the Kenn Borek Aquatic Centre may necessitate flexibility
in working hours to accommodate operational requirements of the Community Services department.

REQUIRED KNOWLEDGE, ABILITIES & SKILLS:

1. Class 5 driver’s licence.
2. Completion of an Applied Business Technology diploma or a combination of education and
   equivalent experience.
3. Accurate keyboarding/typing skills at a speed of 50 WPM or a demonstrated ability to perform
   necessary data entry & word processing functions to an equivalent level.
4. 5-years’ of demonstrated knowledge and experience registration programming, including
   booking/registration/point of sale systems.
5. 3-years’ supervisory experience.
6. Excellent written and verbal communication skills.
7. Experience in procedure development, training, office management, troubleshooting of software
   systems.
   Aquatic Customer Service Coordinator
   May 2025
8. Advanced computer skills in database programs including, recreation software systems (point of
   sale, registration, facility booking), Microsoft Office suite (including Word, Excel, PowerPoint,
   Outlook Canva, and Publisher).
9. Demonstrated ability to problem solve and multi-task in a fast-paced environment.
10. Proven time management and organizational skills.
11. Strong computer skills sufficient to obtain information from the municipal system and run
    standalone word processing, database, and spreadsheet.
12. Compliance with and approval of Security/Reliability Clearance and Criminal Record Search.
13. The ability to perform all the duties outlined above in a safe manner following established
    Facilities Procedures, Occupational Health and Safety rules, Violence in the Workplace policies
    and W.S.B.C. Regulations (i.e., WHMIS).

DESIRABLE KNOWLEDGE, ABILITIES AND SKILLS:

1. Knowledge of sport and recreational users.
2. Certificate in a Conflict Resolution Course.
3. Willing to participate in all future training and opportunities.

KEY DUTIES PERFORMED:

1. Will oversee the Aquatic Clerk team in implementing, supervising, and training staff on operations
   as well as the Community Services software and systems.
2. Develop and maintain clerical procedures and training programs.
3. Provides technical assistance for Community Services systems and back-end programming or
   forwards problems to the appropriate supplier and/or staff.
4. Leads the team in preparing tasks, including creating and maintaining client accounts and
   managing registration forms and data.
5. Leads the team in customers services by responding to inquiries from the public regarding aquatic
   programs, schedules, and facility information. Handle registration for swimming lessons, fitness
   classes, and other aquatic programs. Addresses customer concerns and resolve complaints in a
   courteous and efficient manner.
6. Process payments for program registrations, facility rentals, and merchandise sales. Handle
   cash, checks, and credit card transactions accurately. Reconcile daily receipts and prepare
   financial reports.
7. Maintains courteous and positive public relations with customers including residents of the
   community, representatives of organizations and other staff by delivering quality customer
   service.
8. Liaises with users and community groups to optimize facility usage, including attending user group
   meetings.
   Aquatic Customer Service Coordinator
   May 2025
9. Coordinates facility bookings, manages invoices, and prepares daily cashouts for City Hall.
10. Manages staffing schedules, work with the Manager and provides input on staffing for the front
    desk.
11. Records and reports Aquatic facility usage schedules as required. Maintains records, prepares
    reports and compiles statistical information for the department.
12. Records and maintains all compliance documentation for bookings.
13. Implements and supports the development and revision of City Policies and Bylaws.
14. Liaises interdepartmentally as required.
15. Ensures day-to-day operations conform to long-term plans, budget, policy guidelines, city vision,
    and operational procedures. Assists in planning and maintenance of the budget as it relates to the
    front desk.
16. Ensure compliance with all safety regulations and policies. Report any safety hazards or
    maintenance issues to the appropriate personnel. Assist with emergency procedures and
    incident reporting as needed.
17. Must have a good working knowledge of all department programs.
18. Performs other related duties as required.