Customer Service Supervisor

The City of Markham is proud to be recognized for the 4th consecutive year as one of Canada’s Best Employers by Forbes and Statista Inc. In 2024, the City of Markham is ranked the top city in Ontario and in the top 10 for Government Services. The recipient of multiple environmental awards, we are recognized for our innovative sustainability and urban planning initiatives as well as our fiscal accountability. More than 357,000 residents call Markham home and benefit from our rich heritage, culturally diverse environment, vibrant local economy and focus on quality of life. Applications are now being accepted for one regular full time and one six month temporary position in our Recreation Department within the Community Services Commission. To apply, please submit your cover letter and resume on-line at by April 28, 2024. Please note: this position requires working Evenings and Weekends. The schedule for the temporary role is Tuesday to Saturday Job Summary The Customer Service Supervisor is responsible for the customer service and administrative services in a geographic area of recreation. The Customer Service Supervisor provides excellent customer service and oversees the recruitment, training, mentoring and supervision of front-line part-time customer service staff to assist customers in recreation facilities. This position is an integral part of the recreation team by serving as the point of contact for bookings, registrations, memberships, and point of sale through the registration system as well as providing support for other systems. The Customer Service Supervisor is knowledgeable of City of Markham programs and activities and provides sales support for the area, manages front desk support and oversees the office. Key Duties and Responsibilities Recruits, trains, coaches and schedules part time Information Service Attendants in accordance with operational needs. Manages workload distribution and oversees part-time staff work to ensure quality customer service and efficient operations. Ensures an environment of customer service excellence. Continuously seeks to improve customer service through satisfaction surveys, ACRs, emails, in-person, etc. Acts as the recreation area’s primary contact for details and logistics related to bookings at the community centres. Oversees the booking process including managing the contracts with liquor and specialty set ups and training part time staff to manage bookings. Schedules and attends internal and/or external meetings as needed to assist with planning of rentals. Follow up with customers via subsequent meetings, emails and/or phone calls to ensure event requirements are understood and complete. Acts as a lead for technological systems for the area such as human resource and client systems. For example, CLASS Manages payment and reconciliation processes for the area. Assists with development and ongoing monitoring of operating budgets including identification of capital budget needs. Assist with the identification and development of opportunities at various community centres and satellite locations within the area to increase service levels and meet departmental mandates. Liaises between programs and facilities to manage space. Completes bi-weekly payroll for part-time staff. Prepares promotional materials for the area Manage office area including supplies. Responsible for coordinating and monitoring new sales and renewals around permits and room bookings, to ensure sales and renewal targets are met or exceeded for the area. Other duties as assigned