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Job Number:  46188
Customer Service Representative - Welcome Village
Job Posted: Wednesday, 11 July 2018
Closing Date: Friday, 10 August 2018
(44 days ago)
YMCA of Northern Alberta
Region: Edmonton area Type: Part time
Location: Edmonton Salary: $13.60 / hour

YMCA of Northern Alberta

has the following full-time (up to 30 hrs/wk) position available:

Customer Service Representative (Contact Centre Agent)

Located at the Welcome Village - Boyle Street Plaza, the YMCA of Northern Alberta is seeking enthusiastic individuals to provide exceptional customer service, communication and support to all YMCA customers. The Customer Service Representative will provide information and tours of the facilities, permit access to facility, process payments, offer support to renters with set-up, tear down and some audio equipment.  

Salary: Starting at $13.60/hr

Key Responsibilities:

  • Respond to customer inquiries, provide current and accurate information on programs and services, and redirect calls to appropriate business units when required.
  • Accurate processing of registrations, payments, accounts receivables, rentals, donations etc.
  • Determine services required by utilizing active listening and probing skills to facilitate resolution, thus meeting the customer’s needs.
  • Apply problem solving skills by concurrently using multiple systems to handle inquiries, research answers, enter requests for service, comments or complaints for investigation and other purposes.
  • Ensure all data entry, administrative duties and reports are accurately and effectively completed, and perform other related duties as assigned by the Community Centre Director.
  • At all times role model best practices and exhibit the highest level of service delivery consistent with S.A.M. standards, ensuring a professional and welcoming caller experience.
  • Demonstrate and promote a personal understanding of and appreciation for the mission, vision, and values and the YMCA programs and services.
  • Occasionally assist with manual labour tasks involved in event set up and tear out.
  • Conduct routine safety checks.
  • Follow Safety procedures and report concerns, challenges and offer input to the Community Centre Director.


Education/Certifications/Credentials/Professional Registration:

  • High School Diploma
  • Standard First Aid, CPR-Level C, and WHMIS Certification
  • Successful candidates will be required to provide a current and satisfactory Police Information Check including a Vulnerable Sector Search.
  • Strong computer skills using web browser-based registration system.
  • High knowledge of Excel.  Microsoft Office certifications would be an asset.
  • Familiarity with Microsoft Power BI.


  • Minimum of 1-year experience in the YMCA organization and/or a minimum of 1 year customer service, sales or data entry experience.
  • Experience working in a non-profit environment will be considered an asset.
  • Experience in working in a contact centre or customer service environment. 


  • Ability to work in a detail-oriented environment with a strong focus on multi-tasking, organizational and time management skills. 
  • Demonstrated professionalism, displaying a courteous, friendly and positive attitude. 
  • Excellent communication (both verbal and written) and problem-solving skills. 
  • Proven success performing individually and as an active team player. 
  • Proven reliability with a consistent record of attendance at work. 
  • Strong computer skills: proficiency with Microsoft Office and databases. 
  • Crisis management and/or conflict resolution experience an asset. 
  • Ability to work a variety of shifts, including evenings, weekends and holidays as required. 

Successful candidates must be available to attend paid full-time training.


Applications will remain open until August 5, 2018.


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