Why work for the Town of Canmore? Our team is professional, fun, dedicated and passionate about our work, the community, and the endless opportunities for recreation in our magnificent Rocky Mountain environment. Our goal is to enhance the quality of life for our citizens and visitors contributing to a healthy, sustainable, inclusive community for all. As a leader in our Customer Experience Team, you will have the opportunity to support the community as part of an energetic and dedicated recreation team committed to promoting a high level of community wellness and exceptional customer service. Position Overview: Reporting to the Supervisor of Customer Experience, the Customer Experience Team Leaders are responsible for ensuring complete and consistent delivery of exceptional customer service at our recreation facilities. The primary focus is overseeing the effective day-to-day operations of the customer service desks and front-line activities at Elevation Place and the Canmore Recreation Centre. Team Leaders provide ongoing training, support and mentorship to the Customer Experience team to ensure consistent delivery of service standards. This is the prefect job for someone who is a friendly, confident, team player looking for a leadership development role where they can showcase and further develop their mentorship and exceptional customer service skills! The successful applicant will need to have excellent written and verbal communication skills as they liaise with many talented people inside and outside the organization to ensure efficient and effective front desk operations and exceptional delivery of recreation programs and services. The incumbent will need to employ their exceptional problem-solving skills, keen attention to detail and ability to manage a fast-paced environment as they enthusiastically support and cooperate with others to develop solutions to customer service and programing challenges daily. Core Accountabilities: • Enhance and customize the user experience by implementing strategies and best practices that engage users and align with the unique needs, interests and goals of users • Participate in the daily operations of the Customer Experience service desk • Assist with the day-to-day administrative work related to the customer experience and operations • Oversee the processing of membership sales including; tracking, closing the sale, follow-up, statistics and reporting • Manages ordering, receiving, and management of retail items • Implement, monitor and update standard operating procedures that ensure the delivery of outstanding customer service and enhance user relationships and sales targets • Proficiently and efficiently use computer operating systems, software and applications such as MS Office (Word, Excel, Outlook) and Recreation Management Software • Update data in the Recreation Management System and assist in the preparation of activity reports showing weekly, monthly, quarterly and annual sales reports • Support program scheduling and registrations by ensuring regular communications with all recreation departments • Support the facility booking team • Maintains confidentiality of all client information • Assume specific key holder responsibilities associated with security and reconciliation of floats and the security of financial instruments and records • Assume opening and closing responsibilities • Possess certain software permissions which exceed those of Customer Experience Agents • Assist in completing daily cash deposits and cash reconciliation • Monitor HR Learning Calendar and ensure staff are up to date on all training requirements • Responsible for membership administration including the completion of bi-weekly payment runs, Accounts Receivable, etc.
Education & Qualifications: • Post-secondary education in Recreation, Kinesiology, Physical Education, Business or Hospitality, Travel and Tourism – asset • Current Standard First Aid and CPR Certification, including AED – required
Experience: • Minimum of 2 years in Recreation and/or Front Desk Customer Service – required • Experience in leading people, customer service, and membership sales/services – asset • Ability to manage a high volume, fast-paced customer service environment including bookings, walk-ins, membership sales, inquiries and complaints – required • Ability to work well under pressure, while creating and maintaining a fun workplace – required • Intermediate level of computer skills in Microsoft Office software and database entry/reporting – required • Previous experience with recreation or hospitality management software for activity and facility management – preferred
Salary & Benefits: • Pay Range- $34.69 to $38.77 per hour. Compensation will be calculated based on the successful candidate’s related work experience and education • This is a full-time temporary position for 12 months • FT Temporary benefits package • Personal development & learning opportunities • Positive work culture • Work-Life Balance
Hours of Work: Our fabulous new Elevation Place Recreation Facility is a 364-day a year operation. The Customer Experience team plays a crucial role in the day-to-day operations of this facility and tis required to work a diversity of shifts to support the operational success. Flexibility from our Team Leaders to work evenings, weekend and holiday scheduling will be a requirement of this position. Closing Date for Applications: This posting will remain open until May 24th, 2026. How to Apply: To apply, please combine your cover letter and resume into a single document (PDF or Word) and click the “Apply Now” button. To help us learn more about you, in your cover letter please clearly detail the following: 1. Why would you make a great Team Leader? What Leadership abilities will you bring to our team? 2. What is your customer service philosophy and how would it benefit our clients and organization?
Prior to beginning work, the successful candidate will be required to submit all required certifications and documentation, including driver`s abstract and records checks. The Town of Canmore wishes to express our appreciation to all applicants for their interest and effort in applying for this position. However, only candidates selected for interviews will be contacted.
The Town of Canmore is committed to fostering an inclusive and respectful workplace. We are proud to be an equal opportunity employer and make employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, age, disability, marital status, family status, ancestry, place of origin, or any other protected characteristic under applicable law.
We believe diversity strengthens our organization, and we encourage applications from all qualified individuals. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, hr@canmore.ca
