LEAD – CUSTOMER EXPERIENCE CLERK

POSITION OVERVIEW

Are you a people-person with a knack for staying organized and keeping things running smoothly? Step into the action at the recreation centre as our Lead – Customer Experience Clerk! In this dynamic role, you'll take the lead on all things front-line — from managing cash and handling enquiries to guiding a team of customer service pros.
You’ll be the go-to person for ensuring our clerical, cashiering, and receptionist operations shine. That means directing day-to-day tasks, pitching in on the more complex and sensitive customer concerns, and being the friendly face our community counts on. You’ll also oversee cash and cheque reconciliations to make sure everything balances out, and your keen eye for detail will help improve our processes and procedures.

This role gives you an opportunity to make independent decisions in your daily work, with support from a supervisor for the bigger-picture challenges. If you’re someone who enjoys leading a team, solving problems, and making our visitors feel welcome and well taken care of, this could be your perfect fit!

EDUCATION AND EXPERIENCE
Completion of the Grade 12 Education including or supplemented by courses in standard commercial subjects, plus sound related clerical experience including cashiering, preferably with First Aid certification; or an equivalent combination of training and experience.

KNOWLEDGE, SKILLS AND ABILITIES

•    Sound knowledge of departmental policies, practices, rules, and regulations related to the work performed. 
•    Sound knowledge of programs, facilities, activities and services offered by the Parks Recreation and Culture Department. 
•    Sound knowledge of computer terminal and cash register operations. 
•    Sound knowledge of modern office practices and procedures. 
•    Ability to lead, review and participate in the work performed by clerical subordinates and provide training and onboarding support. 
•    Ability to meet and deal effectively with the public in a positive manner in providing information and assistance related to the work. 
•    Ability to handle enquiries, complaints and feedback from the public with tact and diplomacy, and assess the nature of requests that can be resolved or requires referral. 
•    Ability to receive remittances, process payments, make change, issue receipts, and balance cash accurately. 
•    Ability to perform data entry with accuracy and to perform clerical tasks related to the work. 
•    Ability to follow oral and written instructions and to learn assigned recurrent clerical tasks of some complexity within a reasonable time. Ability to meet Municipal standards.

PREFERRED LICENCES AND CERTIFICATES
Standard First Aid (SFA) CPR Level C/Automated External Defibrillator (AED).

HOURS OF WORK:

Positions at the Leisure Complex based on a thirty-five (35) hour week under Article 13.01, which may work any seven (7) hours or part thereof between the hours of 5:45 a.m. and 11:30 p.m., Monday to Sunday, inclusive, without shift differential.

ADDITIONAL INFORMATION
The following classes of positions which are based on a seven (7) hour day, thirty-five (35) hour week, may be required to work more than five (5) consecutive shifts in a week or more than thirtyfive (35) hours in a week without overtime rates being paid. It is understood that appropriate overtime rates are to be paid only for all hours worked in excess of an average of thirty-five (35) hours a week in a two (2) week period or for all hours worked in excess of seven (7) hours in a shift. It is expressly stated that any seven (7) hours need not be consecutive:
•    Customer Experience Clerk 
•    Registration Clerk-Receptionist

EQUITY STATEMENT
At the City of Maple Ridge, we are dedicated to cultivating an inclusive culture that actively values and embraces diversity. We strive to attract and retain a talented, diverse workforce that is broadly reflective of the community we proudly serve. Accommodations are available on request for candidates taking part in all aspects of the selection process by contacting recruitment@mapleridge.ca.

WHAT WE OFFER YOU
The City of Maple Ridge is a great place to work with competitive compensation packages that include the Municipal Pension Plan, a strong employee wellness program and the opportunity for professional career growth and professional development. If you want to help shape a growing community in a municipality that strives for service excellence, then this is the position for you.

We thank all applicants for their interest, however, only those under consideration will be contacted.