POSITION SUMMARY:

The Customer Experience Supervisor supervises front desk and visitor experience teams during Discovery Centre openings Wednesday - Sunday. In addition, the Customer Experience Supervisor is responsible for coordinating program bookings including customer communication, scheduling, and resource allocation.

The Customer Experience Supervisor is reliable, organized, and is able to support and supervise team members to deliver excellent customer experiences. The successful candidate would be expected to provide rapid response time, maintain a positive work environment, and provide exemplary customer service through various forms of communication while representing Discovery Centre in a professional manner.

OPERATIONAL RESPONSIBILITIES:

• Supervises front-line team members through on-site supervision and coaching
• Assists with interviewing, hiring, and onboarding new employees, and evaluating performance
• Provides training, ongoing coaching, and coverage for the front desk customer service team
• Provides customer service support for customer concerns
• Provides customer service coaching for all front-line team members
• Leads daily operational team meetings and delivers staff work plans
• Performs leader on duty responsibilities during weekend openings addressing sick calls, performance management, and leader on duty in case of an emergency
• Maintains knowledge and assists in maintaining front desk systems including point-of-sale system, filing, and phone systems
• Stays current with all Discovery Centre activities including educational & public programs, exhibits, special events, etc., and is completely conversant in all pertinent details such as dates, times, costs and requirements
• Other duties as assigned

BOOKINGS RESPONSIBILITIES:

• Coordinates bookings including customer communication, scheduling, and registration
• Schedules resources to deliver in centre and on the road bookings
• Coordinates birthday parties, camp registrations, group visits, and educational bookings
• Maintains waitlists, calendars, and customer databases
• Administers invoices, receipts, and processes payments
• Provides rapid customer response time and exemplary customer service
• Assists with the maintenance of the membership database
• Protects the confidentiality of visitor and customer data as various forms of communication are used to engage Discovery Centre's audiences
• Assists in the development of efficient processes to streamline bookings and customer service ensuring maximum productivity and data capture
• Maintains strong communication between departments
• Other duties as assigned

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)

Hours of Work

35 hours a week, primarily Wednesday-Sunday plus evening hours as required.

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 promotes equal employment opportunities for all job applicants and embraces diversity. Discovery Centre is committed to equity in its policies, practices, and programs, supports diversity in its work environment, and ensures that applications for members of underrepresented groups are considered equally.