Customer Service Supervisor

Department: Marketing and Sales

Manager: Manager of Customer Relations

Position Category: Full Time – Permanent

Working Hours: 35 hours per week

Start Date: October, 2024

POSITION SUMMARY:

Are you an outgoing team member with proven customer service and administrative abilities, as well as experience in supervisory roles? Discovery Centre is looking for you to join its team as a full-time Customer Service Supervisor.

The Customer Service Supervisor is responsible for coordinating program bookings including customer communication and scheduling. In addition, the Customer Service Supervisor provides support to the Front Desk Team and assists in leading and scheduling front-line team members during Discovery Centre openings Wednesday – Sunday.

The Customer Service Supervisor is reliable, organized, and able to provide and supervise team members to deliver excellent customer service experiences.

RESPONSIBILITIES:

• Assists in leading the front-line team through training, supervision, and performance management
• Assists with interviewing, hiring, and onboarding of new employees
• Coordinates bookings including customer communication, scheduling, and registration
• Schedules resources to deliver in centre and on the road bookings
• Provides rapid customer response time and excellent customer service
• Stays current with all Discovery Centre activities including, but not limited to, educational & public programs, exhibits, birthday parties & corporate packages, special events, etc., and is completely conversant in all pertinent details such as dates, times, costs and requirements.
• Maintains strong communication between departments
• Maintains knowledge of front desk systems including point-of-sale system, filing, and phone systems
• Assists with the maintenance of the membership database
• Assists in the development of efficient processes to streamline bookings and customer service ensuring maximum productivity and data capture

QUALIFICATIONS AND EXPERIENCE:

• Relevant post-secondary education
• A minimum of two years’ experience in a supervisory role
• A minimum of two years’ experience in a client service role
• Excellent customer service skills
• Retail experience an asset
• Confidence to hold others accountable to duties
• Demonstrated organizational detail-oriented skills
• Effective oral and written communication skills
• Experience with point-of-sale systems and cash handling
• Able to maintain calm demeanor under pressure
• Able to work independently and in a collaborative team setting
• Ability to handle customer feedback
• Excellent problem-solving skills and responsive in emergency situations
• Ability to maintain a safe work environment for visitors and employees
• Adaptable to changing conditions in the workplace
• Bilingual preferred (French/English)

BENEFITS:

In addition to a competitive full-time salary and vacation package, the successful candidate will quality for medical, dental and paramedical coverage, as well as RRSP matching program following three-month probationary period.

SCHEDULE AND WORK ENVIRONMENT:

This position is located primarily in the admin office or at the front desk of Discovery Centre for 35 hours a week, Wednesday-Sunday, and other hours as required.

APPLICATION:

Applicants should submit their resume, cover letter and references to recruitment@thediscoverycentre.ca referencing the position name in the subject. All applications will be reviewed but only those chosen for an interview will be contacted. All applicants are thanked in advance for their interest.

Discovery Centre is committed to leveraging our facility, people, and programming to create inclusive spaces that ignite a passion for science and discovery. We are also committed to advancing diversity, inclusion, equity, and accessibility practices within our workplace, public engagement spaces, and programming. Discovery Centre’s Board of Directors, management, and staff believe diverse participation and representation are essential and that our networks thrive when we create an inclusive and equitable culture where all people can see themselves reflected, feel respected, and have their contributions valued.

Discovery Centre promotes equal employment opportunities for all job applicants, and we encourage applications from candidates who self-identify as a member of an underrepresented group, including Indigenous people (especially Mi’kmaq), people of Black/African descent (especially African Nova Scotians), members of other racialized groups, women, people with disabilities, and members of the 2SLGBTQ community.

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please contact recruitment@thediscoverycentre.ca to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Discovery Centre