CLIENT SERVICES COORDINATOR

The City of Belleville, known as the ‘Friendly City’, is located at the mouth of the Moira River where it meets the picturesque Bay of Quinte. Experience world-class fishing, boating, cycling, and walking along approximately 14 kilometers of waterfront trails. Situated between Toronto and Montreal, and less than one hour from the U.S. border, the City truly is at the center of it all.
Approximately 56,000 people make Belleville their home and over 220,000 live within 30 minutes of the City. We are in close proximity to Prince Edward County where you can discover award winning wineries and numerous beaches including Sandbanks Provincial Park. We are home to Loyalist College of Applied Arts and Technology as well as Albert College, Canada’s oldest co-ed boarding independent private school. The historic downtown core provides numerous restaurants, shopping and live music and theater venues for an amazing cultural experience. Our inviting blend of small town warmth and big city amenities, quality of life and affordable housing make Belleville the perfect place to live, work and play. More information is available at www.belleville.ca
Currently, the City of Belleville has an exciting opportunity for a highly motivated, strategic, and dynamic individual to join our Community Services Department - Recreation Division as a Client Services Coordinator.
Position Type: Permanent Full Time
Number of Positions: One (1)
Department: Community Services Department - Recreation Division
File Number: SV25-98
Location: Quinte Sports and Wellness Centre (265 Cannifton Road, Belleville, ON)
Hours: 35 hours per week, on a schedule that is determined seasonally based on operational requirements. Incumbent will be expected to be available for evening and weekend shifts.
Employee Group: Non-Union
Salary: Grade 9 ($81,100.93 - $96,547.79 per year)
Closing Date: Friday, August 29, 2025 at 4:30 PM

EDUCATION/TRAINING/SPECIALIZED SKILLS:

Minimum Qualifications:

• Two (2) year Post Secondary Diploma/Degree in a Business, Marketing or Public Relations discipline or related field.
• Valid G driver’s license, clean driver’s abstract to be held and maintained and access to a motor vehicle.
• Satisfactory Criminal Record Check (“CRC”) and Vulnerable Sector Screening prior to commencing work at the City of Belleville.

Preferred Qualifications:

• Working knowledge of AODA and WCAG Compliance.
• Knowledge of Canadian Press (CP) Style.
• Valid Standard First Aid & CPR “C” certificate or ability to obtain.
• Parks and Recreation Management Certificate (PRMC).
• AMCT Certificate.

WORK EXPERIENCE:

Required Qualifications:

• Two (2) years’ experience in the field of public relations, business, communications, marketing, customer service or related field.
• Demonstrated experience with Microsoft Office suite including Word, Power Point, Excel, Outlook and Teams programs.
• Experience in customer service, with the ability to communicate effectively and professionally with management, staff and the general public.
• Strong organizational skills with the ability to manage multiple tasks and priorities in a demanding environment
• Proven ability to work with professionalism and confidence with all levels of management and the public

Preferred Qualifications:

• Two (2) years’ experience in a customer service position in a municipal, government or agency setting.
• Demonstrated ability to coach, train and lead staff, while applying leadership principles to inspire and motive teams, fostering a positive team environment.
• One year experience supervising staff in a unionized environment.
• Knowledge of Inter-governmental relations and legislation.
• Experience with recreation booking software and financial programs.
• Understanding of survey software and the creation of customer feedback forms.
• Training in graphic design and design software including Adobe Creative Cloud (Photoshop, InDesign and Illustrator) and CANVA.
• Demonstrated work experience with social media platforms and websites.
• Effective emergency response experience.
• Familiarity with marketing, advertising strategies, and revenue generating activities.
• Background in the development, application and or implementation of policy, procedures, and legislation.

PURPOSE AND SCOPE:

Reporting to the Marketing & Client Services Supervisor, the Client Services Coordinator is responsible for supporting the daily customer service functions and providing direct oversight to the Jurisdiction C, Client Services Representatives (CSR) team to ensure exceptional service delivery.
The role supports emergency management, research, recreation software administration, training coordination, and marketing initiatives and is responsible for delivering exceptional customer experience to all stakeholders.
As part of the Community Services Department, the Client Services Team plays a vital role in promoting a healthy community by providing facilities, services, and opportunities that enhance the overall well-being of our citizens.

KEY RESPONSIBILITIES:

This position will:

• Provide timely, accurate information to the Marketing & Client Services Supervisor and respond appropriately to direction and decisions as required.
• Represent the City of Belleville in a professional manner with appropriate actions and conduct.
• Provide direct supervision of part-time client services team as well as students and volunteers as required, including onboarding, training, scheduling, and performance management.
• Provide functional guidance to full-time client services team to support the Marketing & Client Services Supervisor.
• Create effective schedules in a timely manner for the part-time and full-time Client Services Representatives ensuring appropriate seven-day per week operational coverage.
• As directed, establish, update, and implement standard operating procedures, ensuring training, compliance and necessary follow-up.
• Coordinate the administration of the recreation software program for the department, including compliance, training, and monitoring. Works with the vendor and staff on quality assurance as required.
• Respond to emergencies, assist in updating emergency procedures and ongoing staff training, and support staff during and following critical situations as needed, including supporting City policies and programs (e.g. Health and Safety Policy and Program, Harassment, Discrimination and Violence Policy and Program, RZone Program).
• Assist in resolving escalated client inquiries by providing timely, accurate and empathetic support, ensuring resolutions are both client-focused and compliant with City policies and procedures.
• As directed, conduct research, analyze trends to enhance client services and evaluate client satisfaction by conducting surveys to develop standardization and best practices and make improvements accordingly.
• Promote programs and services through various channels, including social media platforms and websites.
• Ensure compliance with purchasing by-laws and manage the procurement of supplies and equipment as needed including merchandise and swag, maintaining inventory and exploring revenue generation opportunities.
• Assist with budget preparation and monitor operational revenues and expenses.
• Work with the Accounts Payable Representative regarding cash handling, payment and financial management issues related to client services operations across Community Services as identified.
• Provide oversight of office operations and systems such as phone systems, payment mechanisms, and accessibility equipment.
• Assist with advertising and naming rights programs and other revenue generating opportunities.
• Contribute to Recreation Services Division strategic planning and support the development of annual Marketing and Client Services operational plans, including implementing Key Performance Indexes to assess customer service effectiveness and ensure alignment with departmental goals and standards.
• Foster positive relationships with staff, volunteers, and clients through mentoring, coaching and effective communication.
• Assist in the organization of special events and promotions on behalf of the department. Attend community events on behalf of the department.
• Maintain integrity by safeguarding client and staff information and ensuring confidentiality.
• Provide back-up supervisory coverage as needed within the division.
• Communicate professionally, and effectively with all stakeholders, promoting a high standard of customer service.
• Perform all tasks and responsibilities through the lens of Equity, Diversity, Inclusion, ensuring commitment to fairness, representation, accessibility and respect for diverse perspectives and cultures in all aspects of work.
• Perform other duties as assigned, in accordance with Division and Department objectives.