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Customer Relations Specialist

Department: Athletics and Recreational Services Effective Date: December, 2011


35 hr/wk

Reports to: Facility Manager

General Accountability

This position is responsible for coordinating and leading the department’s customer care, including management of athletic facilities part-time staffing, safety of customers and staff, facility staff customer service training, and ensuring appropriate customer service feedback mechanisms pertaining to facilities and services and events. The incumbent will work as part of the department team and is accountable to the Manager, Facilities with functional direction provided by the Director, Athletics and Recreational Services as well as the Associate Director, Athletics and the Associate Director, Campus Recreation and Business Development.

Nature and Scope

The University of Waterloo’s Athletic Facilities are committed to create a positive, customer care oriented diverse sense of community, while contributing to quality of life, and fostering ongoing relationships with and for the students and members. The athletic facilities and staff training are developed with student needs in mind – cost, scheduling, variety of programming, and varying skill-sets. The University of Waterloo’s athletics facilities are overseen and managed by full-time staff and several hundred students. The degree of participation at the University of Waterloo is very large which necessitates two athletic buildings to be open from 7am to 12am (midnight), 7 days a week to students and members. Additionally, the University of Waterloo athletics facilities service a community of Faculty, Staff, Retirees, alumni, and community users.

The Facilities Customer Relations Specialist is responsible for coordinating the customer care portfolio within the Department of Athletics and Recreational Services involving the ongoing tracking of technical trends, developments and advances in these fields; providing budgets for customer care training and initiatives. The incumbent is responsible for facilitating an environment in which both internal and external customers are welcomed, valued, and have their needs met in a knowledgeable and responsive manner. The incumbent must audit the overall level of patron satisfaction, as well as motivate the repeat usage of the Department’s facilities and services. The incumbent will be available in the facility to assist patrons with any customer care related issues that they may have and address/re-direct these inquiries as needed. The incumbent will also be responsible for proactively developing relationships and channels of communication with clients, in addition to understanding and responding to patron’s requests by analyzing, prioritizing, resolving, or escalating any issues while supporting the mission, goals and values of the Department.

Moreover, the incumbent will focus on developing customer service based facilities staff by recruiting, training/re-training, supervising, mentoring and evaluating casual facilities staff (including Co-op and Work Placement) and student leaders. The incumbent will be the lead in the area of customer service etiquette and ensuring compliance with facility safety/risk management, while assisting in additional customer care processes, agreements, and projects as requested by his/her immediate supervisor and functional direction from the Director and Associate Directors. The incumbent will also provide input regarding the efficiencies of current day-to-day procedures and maintain records through the direct supervision of the facilities manager and functional direction from others where appropriate. The incumbent will be responsible for an ongoing effort to develop and assess existing customer care processes/procedures in keeping with  overall athletic and recreational facility industry standards and best practises. This will require the ongoing analysis and monitoring of trends and service standards with respect to facilities and related equipment, including analysis of peer institution best practises in customer care, staff development, and facility operations. The incumbent will work closely with the facilities team; campus recreation team; Interuniversity Manager; Associate Director, Athletics; Associate Director, Campus Recreation and Business Development; Coordinator of Aquatics and Risk Management;  and other staff in the Department and on campus to contribute to the advancement of the Department’s goals regarding participation and engagement opportunities. The incumbent will also work collaboratively with other on and off campus stakeholders including, but not limited to, the Safety office, UW Police, IST, and outside service providers.

Statistical Data

Specific Accountabilities

Working Conditions