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Customer Service Representative

Position Summary

The Customer Service Representative will be responsible for welcoming guests into the facility and satisfying all of their needs prior to them entering the activity area.

Duties and Responsibilities

Under the supervision of the Floor Manager, the duties and responsibilities of the Customer Service Respresentative include, but are not limited to, the following:

  • Provide exceptional customer service to all guests;
  • Maintain the front desk area, answer phones and take reservations;
  • Collect customer payments using the POS system;
  • Experience running “Gatemaster” POS software an asset;
  • Responsible for communicating the safety rules and regulations and ensuring they arefollowed;
  • Ensure guests know how to participate in all activities at the facility; and
  • Responsible for daily checks.
  • Assist managers with activities or events as needed.


  • Other duties as assigned.

Minimum Requirements

  • High school diploma required, but some post-secondary education is preferred;
  • One (1) years’ customer service experience;
  • One (1) years’ experience performing administrative duties such as orgainizing and filingdocuments, answering phones, booking reservations;
  • Experience in an indoor/outdoor recreational or fitness facility would be an asset;
  • Six (6) to twelve (12) months’ climbing experience (indoors or out);
  • Experience with Auto-Belay preferred;
  • Ability to follow written and verbal instructions;
  • Customer service orientation and a commitment to exceptional guest service;
  • Ability to communicate with team members at all levels;
  • Ability to work collaboratively in a team environment;
  • Conflict resolution skills;
  • CPR and First Aid certification;
  • Vulnerable Sector Screen (to be provided within two (2) months of being hired); and
  • Working knowledge of MS Office and basic computer applications.

Physical Requirements

• Position requires incumbent to remain on their feet for a minimum of four (4) hours at one time

Working Conditions

• Work on evenings, weekends and holidays

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