Business Services Supervisor

at  Town of Tillsonburg

The Town of Tillsonburg is looking for a Business Services Supervisor who would oversee all customer service delivery at the Tillsonburg Community Centre. They would be responsible for supervising the Programs and Facilities Registrar and Customer Service positions as well as managing all aspects of recreation management software (RMS), training staff and supporting the advertising, promotion, registration and expansion of recreation programs.
This is a permanent full-time position with an excellent benefits package including immediate group benefits coverage, OMERS defined pension plan and free Employee Health Club Membership at the Tillsonburg Community Centre.
Department: Recreation, Culture and Parks
Division: Recreation and Business Services
Reports To: Recreation Programs & Services Manager
Hourly rate: $37.66 - $44.06/hour
Weekly hours: 40
Criminal Record Check is required for this position.
Interested candidates please apply prior to the end of a business day on Tuesday August 13, 2024.

Responsibilities

• Supervises customer service operations in accordance with provincial legislation and guidelines, municipal policies, procedures and directives.
• Promotes the development of a customer-service culture that meets corporate standards. Addresses escalated customer service and registration issues.
• Develops, recommends and implements policies, procedures, standards and administrative/financial processes for all customer service functions.
• Quarterly reports, Quarterly SOCAN Reports, Daily Accounting.
• Supports TCC, LLWP, Museum & Cemetery staff with POS, RMS & cash procedures.
• Approve and maintain Dayforce – Payroll Management System
• Monitor administrative tasks in MESH software and assign to appropriate staff member/department.
• Verifying, balancing & posting of all daily cash receipts. Daily bank deposits delivered safely.
• Administrator for Recreation Management Software (RMS) and provides training, as required, to staff.
• Invoices customers for advertising sales for parks and facilities ie: Arena Boards, back lit Signs etc.
• Support customer service staff with facility rental process.
• Responsible for promotion and marketing of Community Centre facilities. This entails handling customer inquiries, meetings and tours with users.
• Develops and revises standard operating procedures for customer service and administrative functions for day to day operations at TCC and LLWP.
• Procedure methods for ordering and inventory controls.
• Ensure effective flow of information and communication within department.
• Maintenance and implementation of all phases of the recreation software at the Community Centre, Lake Lisgar Water Park and Museum.
• Maintains files and statistical information for departmental and business plan reporting.
• Responsible for direct supervision of Customer Service Representatives.
• Actively mentors, provides development opportunities and builds team performance, completes performance reviews with direct reports.
• Provides coverage for customer service desk as required
• Develop staff schedules, assign work plans and monitor the quality of work for completeness, accuracy and compliance of Town policies.
• Designs and implements training programs to ensure customer service excellence.
• Assists in the preparation of annual business plans, budgets, annual fee by-law review, compiling and organizing data
• Adheres to the Town Purchasing policy.
• Aware of safe work practices relating to job responsibilities and have basic understanding of the Occupational Health & Safety Act as it relates to the work environment.
• Web Site contact and Town web site team member.
• Coordinating and maintaining subsidy programs including F.A.R.E. (Fee Assisted Recreational Experiences) and Jump Start.
• Maintains confidentiality of sensitive data at all times.
• Performs other duties as assigned.

Qualifications

• Post-secondary education, with a focus on business or recreation management.
• Two (2) years’ experience municipal, recreation, or business setting.
• Two (2) years of supervisory experience.
• Effective planning, organizational, and time management skills.
• Knowledge and ability to use a variety of computer programs such as Windows, MS Office and Recreation Software.
• Understanding of Great Plains, FMW and MESH and Xplor Recreation software considered an asset.
• Exceptional customer service skills.
• Ability to problem solve, motivate, coach, train and supervise staff.
• Excellent oral and written communication skills.
• Experience with marketing and promotion.
• Ability to meet deadlines and multi task.

• Supervises customer service operations in accordance with provincial legislation and guidelines, municipal policies, procedures and directives.
• Promotes the development of a customer-service culture that meets corporate standards. Addresses escalated customer service and registration issues.
• Develops, recommends and implements policies, procedures, standards and administrative/financial processes for all customer service functions.
• Quarterly reports, Quarterly SOCAN Reports, Daily Accounting.
• Supports TCC, LLWP, Museum & Cemetery staff with POS, RMS & cash procedures.
• Approve and maintain Dayforce – Payroll Management System
• Monitor administrative tasks in MESH software and assign to appropriate staff member/department.
• Verifying, balancing & posting of all daily cash receipts. Daily bank deposits delivered safely.
• Administrator for Recreation Management Software (RMS) and provides training, as required, to staff.
• Invoices customers for advertising sales for parks and facilities ie: Arena Boards, back lit Signs etc.
• Support customer service staff with facility rental process.
• Responsible for promotion and marketing of Community Centre facilities. This entails handling customer inquiries, meetings and tours with users.
• Develops and revises standard operating procedures for customer service and administrative functions for day to day operations at TCC and LLWP.
• Procedure methods for ordering and inventory controls.
• Ensure effective flow of information and communication within department.
• Maintenance and implementation of all phases of the recreation software at the Community Centre, Lake Lisgar Water Park and Museum.
• Maintains files and statistical information for departmental and business plan reporting.
• Responsible for direct supervision of Customer Service Representatives.
• Actively mentors, provides development opportunities and builds team performance, completes performance reviews with direct reports.
• Provides coverage for customer service desk as required
• Develop staff schedules, assign work plans and monitor the quality of work for completeness, accuracy and compliance of Town policies.
• Designs and implements training programs to ensure customer service excellence.
• Assists in the preparation of annual business plans, budgets, annual fee by-law review, compiling and organizing data
• Adheres to the Town Purchasing policy.
• Aware of safe work practices relating to job responsibilities and have basic understanding of the Occupational Health & Safety Act as it relates to the work environment.
• Web Site contact and Town web site team member.
• Coordinating and maintaining subsidy programs including F.A.R.E. (Fee Assisted Recreational Experiences) and Jump Start.
• Maintains confidentiality of sensitive data at all times.
• Performs other duties as assigned