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Customer Service Representative

Department: Marketing and Sales
Supervisors: Director, Marketing & Sales and Customer Relations Coordinator
Position Category: Full Time
Working Hours: 35 hours per week
Benefits: Following 3-month probationary period, medical and pension benefits are available

Position Summary:
The Customer Service Representative is a valued member of our front desk team responsible for representing the Discovery Centre in a positive, friendly and outgoing manner. The successful candidate must enjoy interactions with a variety of guests and be comfortable delivering applicable information clearly and positively. The Customer Service Representative must be diplomatic and understanding while receiving customer feedback and work well under pressure with large crowds during peak times. This team member should also have experience and drive for retail sales to manage inventory, merchandising and maximize revenues in the onsite gift shop. The Customer Service Representative should be ready to thrive in a dynamic team environment and deliver a positive first impression to visitors and guests in person, by phone or via online communication.

Duties and Responsibilities
Under the direction of the Director, Marketing and Sales, as well as the Customer Relations Coordinator, the Customer Service Representative is responsible for:

  • Greeting and welcoming visitors and guests in a professional and friendly manner
  • Communicating clearly in-person, by phone, in e-mail and letters with a variety of audiences to address standard operational and directional questions and to assist in a friendly & courteous manner
  • Providing strong administration support with POS processing, booking, payments and receipts
  • Managing the Discovery Shop by working with a variety of suppliers and community vendors to select appropriate merchandise, as well as coordinating purchasing, inventory management, merchandising, sales promotion and processing store merchandise through the POS system
  • Staying current with all Centre activities including, but not limited to, educational & public programs, exhibits, birthday parties, special events, group visits & corporate packages and is completely conversant in all pertinent details such as dates, times, costs, registration processes and requirements
  • Be knowledgeable on Discovery Centre memberships and be able to sell memberships to patrons, assist with the maintenance of the membership files and the Raisers Edge database including in-take, data capture, renewal, and communication
  • Assisting with group/school/birthday party arrivals/departures
  • Assists with booking of visits for birthday parties, maintenance of a deposit system and coordination of ordering supplies. Assists with the administration of booking confirmations, invoicing, payment and follow-up procedures.
  • Processing camp and club payments while following the system for tracking, receipting, payments and reports.
  • Assisting in the development, planning and implementation of a full range of systemic processes to provide for effective services to visitors including birthday, group and camp booking procedures, intake procedures, orientation and familiarization
  • Booking group visits, processing confirmations, maintaining calendars, processing payments and receipts
  • Processing payments and completing daily cash opening & shut-down procedures
  • Supporting the administration of the Centre with mail-outs and stocking of promotional materials at the front desk
  • Providing a positive role model and leadership to part-time staff, as well as assist in training
  • Maintaining the front desk and reception area in an organized and clutter-free manner
  • Preparing and sending daily reports to the Customer Relations Coordinator and Director, Marketing and Sales
  • Other duties as assigned

Skills & Qualifications

  • Post-secondary education
  • A minimum of two years’ experience in a retail, customer service or sales role
  • Administrative experience
  • Passion for science & technology
  • Demonstrated organizational skills and financial management skills
  • Ability to maintain composure and positive customer service while under pressure
  • Creative and responsive in problem-solving situations
  • Must work well in a team environment
  • Adaptable to changing conditions in the workplace
  • Organized and detail oriented
  • Computer skills – Microsoft Office – Word, Excel, Access, E-mail, Web literate, Raisers
    Edge or other CRM
  • Bilingual preferred (French/English)

Hours of Work
35 hours a week including evening and weekend hours as required

Although not directly managing personnel, as one of a few full-time employees, the Customer Service Representative should be a positive role model and leader for part-time staff, as well as assist in training.

The Customer Service Representative is responsible for supporting the Centre’s mission while fulfilling the Customer Service mandate by providing excellent customer service for visitors. This position is also responsible for maintaining the Discovery Shop product inventory and meeting sales targets.

Working Environment
Working conditions include daily contact with parents, caregivers, children and large groups, long periods of standing, processing of transactions, answering phones, and light physical activity while stocking shop items.

Performance Indicators
A formal appraisal will be conducted annually or as necessitated by the Director, Marketing and Sales.

Probationary Period
As is usual in new employment situations, there is a required 3-month probationary period during which either party may end the employment agreement. Notice will be provided in writing at the time of successful completion of probation or termination of employment.

Please send your cover letter and resume in PDF format to . Only those selected for an interview will be contacted.

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