THE CITY OF RED DEER - JOB DESCRIPTION

Customer Service Representative 1 Job Code Page

CSCS 1 of 2

Division Community Services Approved by (Dept Head)

Department Safe & Healthy Communities Prepared by
Section Recreation Employee(s)

Created/Updated May 24, 2022 Evaluation Date

Facility Supervisor
Job Reports To:
Daily Direction from: Customer Service Representative 2

Directly Reporting to this Job: N/A

Function/Purpose:
The Customer Service Representative 1 provides quality customer service to ensure customer’s transactions
are processed accurately and their inquiries are handled appropriately. The Customer Service Representative 1
will provide administrative support to deliver quality recreation and leisure services. This position monitors the
security of the area to ensure the health & safety of patrons and staff is maintained.

Duties, Responsibilities Specific Demands of the Job

1. Communication & Customer Service 50%
a. Provides superior customer service, enthusiasm, creativity and flexibility in delivering quality programs
and services.
b. Provides information to the public in person, on the telephone or through electronic means. (i.e.
admissions, passes, programs, facility scheduling, special events, promotions, facility bookings and retail
items available for sale, etc).
c. Maintains a thorough understanding and acts as a resource for current programs and services.
d. Provides respectful, professional response to customer inquiries and where required forwards to
supervisor for follow-up.
e. Adheres to all applicable Corporate and Department policies and procedures.
f. Provides facility use reporting for internal / external customers. (i.e. room signage, summary reports, etc.).
g. Assists with crowd control during busy times, events, activities or emergencies.
h. Replenishes and tidies all printed customer information such as brochure racks, bulletin boards and
information monitors.

2. Financial Support 35%

a. Receives and processes monies for admissions, passes, facility rentals, program registration,
retail items and other payments.
b. Utilizes recreation software to accurately coordinate financial processes. (i.e. sales reporting, customer
profile updates, withdrawals and refunds)
c. Ensures customers accessing the facility have appropriate fees and charges applied.
d. Completes accurate financial transactions following established policy and procedures.
e. Troubleshoots issues and maintains floats for building vending machines.
f. Monitors inventoried items (i.e. tokens, wristbands, merchandise, etc.)
g. Compiles and balances bank deposit, utilizing system source documents and payment processing details;
locates, identifies and resolves any errors and/or discrepancies with receipts and records any cash
overage/shortages.
 THE CITY OF RED DEER - JOB DESCRIPTION
Customer Service Representative 1 Job Code Page
CSCS 2 of 2

h. Ensures all daily transactions balance with Daily Cash Balance Report totals.
i. Completes daily cash deposits with accuracy.

3. Safety & Risk Management 10%

a. Follows application health and safety policies and procedures.
b. Participates in recreation facility safety programs (safety meetings, tailgate meetings, hazard
assessments, site inspections, etc.).
c. Understands and participates in emergency response procedures.
d. Contributes to appropriate incident follow up by gathering necessary information to complete incident
reports. Follows up with supervisor.
e. Mitigates risk by ensuring appropriate patron behaviour. Addresses security issues involving patrons and
staff, refers major security issues to supervisor.
f. Controls access to the facility (sign in/out key and fobs).
g. Reports any safety initiatives or challenges to the supervisor.
h. “Health and Safety Responsibilities:
• As a Worker, participate in, support, and comply with the City’s Health and Safety program and
initiatives (e.g., training, inspections, meetings, hazard assessments, incident reporting,
emergency drills), policies and procedures (including any applicable and adopted industry best
practices and the Occupational Health and Safety Act, Regulations and Code).”

4. Administrative Support 5%
a. Assists with word processing, data entry, photocopying as requested (facility statistics, collection and
consolidation).
b. Assists with area documents; tracks office supply stationary/inventory.
c. Collects and completes data entry of facility information (statistics, program use).
d. Maintains records (both digital and paper) with accurate filing.
e. Distributes on-site mail, processes outgoing mail.
f. Cleans and organizes Front Desk area including laundry.
g. Performs other related duties as required or assigned from time to time by the supervisor.

Minimum Requirements
• Completion of Grade 12 or equivalent.
• Two (2) years of customer service experience with regular cash handling in a busy environment.
• Personify The City’s Values and RISE Principles (Respect, Integrity, Service and Excellence).
• Proficiency for computer-based systems and software (i.e. point of sale (POS) system, recreation
booking software, MS Office (Word, Excel, PowerPoint, Outlook, and Publisher))
• Ability to work irregular hours that meet the needs of the business is required; flexible and/or
consistent scheduling may be available.
• Exceptional Customer Service skills and possess the skills to thrive within a team environment
• Ability to handle difficult situations and customers
• Effectively manage and prioritize a high volume of tasks within a busy environment.
• Demonstrated high level of verbal, written and listening skills
• Must be able to stand for long periods. Must be able to lift 25 pounds regularly.
• Current Intermediate First Aid Certification