Client Service Representative

Customer Service RepresentativeTerm : Part-timeSalary: $21 / hourHours: 6 hours per week, 47 work weeks per year.
About Mavs The Maverick Volleyball Club serves Ottawa and its surrounding communities in providing our youth with high-quality volleyball programs. Our Club takes pride in our successful track record of promoting and fostering leadership, organizational, team, and life skills for the benefit of its members.
Role PurposeThe Customer Service Representative is Maverick Volleyball’s front-line point of contact for athletes, parents, coaches, officials, and partners. The role manages the info@maverickvolleyball mailbox and designated phone coverage, acts as a central triage point for incoming inquiries, provides first-line support for the club’s LeagueApps registration system, and supports operations through administrative work and backup assistance to Program Coordinators.
This position is designed to ensure timely, accurate, and professional communication across the club, with all inquiries acknowledged within 24 hours and directed to the correct person or department for follow-up when needed.
Key Responsibilities include:
1. Front-Line Service

• Monitor and manage the info@maverickvolleyball mailbox throughout assigned work periods.
• Answer incoming phone calls during designated weekday windows and return missed calls promptly.
• Acknowledge all inquiries within 24 hours and aim for same-business-day responses when possible.
• Provide accurate information about club programs, schedules, fees, policies, events, and general procedures.
• Respond to routine concerns and complaints in a professional, empathetic, and solution-focused manner.

2. Front-Line Service

• Monitor and manage the info@maverickvolleyball mailbox throughout assigned work periods.
• Answer incoming phone calls during designated weekday windows and return missed calls promptly.
• Acknowledge all inquiries within 24 hours and aim for same-business-day responses when possible.
• Provide accurate information about club programs, schedules, fees, policies, events, and general procedures.
• Respond to routine concerns and complaints in a professional, empathetic, and solution-focused manner.

3. Triage and Routing

• Review each email or phone inquiry to determine the main topic, urgency, and required next step.
• Categorize and route inquiries to the correct area, including Programs, Facilities, Equipment, HR, Finance, MarCom, Growth & Innovation, TD of Coaching and Culture, and IT.
• Provide senders with an initial acknowledgement when a matter must be forwarded, including who will handle it and what happens next.
• Maintain a simple tracking log or CRM record to ensure routed inquiries are followed through and not lost.
• Escalate urgent or high-impact matters such as safety issues, facility problems, or time-sensitive schedule changes immediately.

4. LeagueApps Support

• Serve as the first-line support contact for questions related to the club’s LeagueApps registration system.
• Help users with account setup, login issues, password resets, program selection, and general platform navigation.
• Assist families and athletes in completing registrations and confirming registration status when needed.
• Troubleshoot common registration or payment issues and escalate technical problems to IT or the club’s LeagueApps administrator.

5. Program Coordinator Backup

• Provide backup support to Program Coordinators across Local, Community, Regional, Provincial, National, Gatineau, Sport Études, and Learn to Ref programming streams.
• Help prepare and distribute approved communications to athletes, families, and teams as directed.

6. Operations Administration

• Support general club operations through data entry, record maintenance, and file organization.
• Prepare simple summaries or reports on inquiry volume, recurring questions, and registration issues to support operational decision-making.
• Assist with administrative preparation for tryouts, tournaments, clinics, and other club events.

7. Triage and Routing

• Review each email or phone inquiry to determine the main topic, urgency, and required next step.
• Categorize and route inquiries to the correct area, including Programs, Facilities, Equipment, HR, Finance, MarCom, Growth & Innovation, TD of Coaching and Culture, and IT.
• Provide senders with an initial acknowledgement when a matter must be forwarded, including who will handle it and what happens next.
• Maintain a simple tracking log or CRM record to ensure routed inquiries are followed through and not lost.
• Escalate urgent or high-impact matters such as safety issues, facility problems, or time-sensitive schedule changes immediately.

7. LeagueApps Support

• Serve as the first-line support contact for questions related to the club’s LeagueApps registration system.
• Help users with account setup, login issues, password resets, program selection, and general platform navigation.
• Assist families and athletes in completing registrations and confirming registration status when needed.
• Troubleshoot common registration or payment issues and escalate technical problems to IT or the club’s LeagueApps administrator.

8. Program Coordinator Backup

• Provide backup support to Program Coordinators across Local, Community, Regional, Provincial, National, Gatineau, Sport Études, and Learn to Ref programming streams.
• Help prepare and distribute approved communications to athletes, families, and teams as directed.

9. Operations Administration

• Support general club operations through data entry, record maintenance, and file organization.
• Prepare simple summaries or reports on inquiry volume, recurring questions, and registration issues to support operational decision-making.
• Assist with administrative preparation for tryouts, tournaments, clinics, and other club events.

Service Standards

• Maintain response times better than 24 hours for all email and phone inquiries.
• Ensure inquiries are routed accurately and clearly, with enough context for the receiving staff member to act quickly.
• Keep communication records current so staff can see inquiry history and follow-up status.
• Prioritize urgent operational issues while still acknowledging non-urgent matters within the service standard.

Essential Qualifications Competencies and Technical Skills

• Strong verbal and written communication skills in English and French.
• Active listening, empathy, and professionalism in customer interactions.
• Good judgment in triaging, prioritizing, and routing inquiries.
• Attention to detail in record-keeping and follow-up.
• Comfort with email, phones, databases, and online registration systems.
• Time management and the ability to handle multiple inquiries within a part-time schedule.

Education and Experience

• A high school diploma or equivalent is appropriate for this type of customer service role, while post-secondary education in administration, business, sport management, or a related field is an asset.
• Previous experience in customer service, office administration, sport organizations, or club operations is preferred. Experience with registration systems, CRM tools, or support platforms is also valuable.

Assets

• Bilingual (English, French)

Important Information This is a part-time position averaging 6 hours per week across 47 work weeks per year. At an hourly rate of $21, the annual compensation is $5,922.00.
We encourage you to apply as soon as possible - applications will be reviewed on a regularly and we will interview strong candidates as they apply. The posting may close without notice.