Customer Service Representative Leader (CSRL)

Term: April 23rd – September 1st, 2019
1 Position Available

Applications for this position are being accepted from UNBC students only at this time.

Reporting to the Operations Coordinator and working closely with all UNBC Hospitality Services and Residence Life staff, a CSR Leader’s primary responsibilities will be to respond to the needs of summer guests with a high level of hospitality and customer service. Your daily tasks will include preparing for incoming and departing guests, and ensuring guest compliance with UNBC guidelines. You will demonstrate leadership and assign duties to the Customer Service Representatives on a daily basis. You are required to live on campus and be on-call on a rotating basis to deal with after-hours check-ins, check-outs, emergency situations, lockouts, and all other guest inquiries. As the CSR Leader, you will also be responsible for delegating tasks as required by the Operations Coordinator to the CSRs. You will liaise with other university departments including Facilities, Parking, and Security, as well as external contractors such as janitorial and housekeeping.
Key responsibilities include, but are not limited to: checking guests in and out in an efficient, professional and courteous manner; ensuring guests needs are met in a timely manner; managing and resolving guest complaints and compliments professionally; maintaining up-to-date knowledge of property amenities and special events on campus; attend staff meetings as they are scheduled; maintain office tidiness; inspect suites to ensure readiness for arrival of guests; perform other duties as assigned.
The successful candidate must have previous experience in the hotel industry, tourism industry, or customer service, as well as sufficient computer skills in order to utilize Property Management Software. A broad knowledge of the University is necessary, including the layout of the buildings and grounds as well as residence and campus policies. Applicants should be self-motivated, independent, and be able to pay close attention to detail. Professionalism, patience, flexibility and positive customer service etiquette skills are essential at all times, particularly in high stress situations. Applicants must have the ability to use time effectively to complete daily work requirements and meet deadlines under pressure. Applicants should possess excellent organizational and communication skills as they will be required to provide progress reports and status updates to the Operations Coordinator on a regular basis. In addition, the CSR Leader should have excellent decision making and conflict resolution skills. The ability to solve problems in a manner that will ensure customer satisfaction balanced with departmental success is necessary.

Shifts and Salary:
The successful candidate must be able to commit to scheduled shifts of approximately 16-35 hours per week. The CSR Leader will be assigned office shifts during the hours of 12:00PM to 6:00PM, Monday through Friday. When necessary, office shifts will be assigned on weekends and evenings. In addition, all CSRs will share an on-call rotation. On-call responsibilities require the incumbent to be on campus at all times during the on-call shift. All CSRs will share an on-call rotation. Successful candidates must be willing to provide a criminal record check. Term dates of April 23 to September 1 may be reduced or extended.

The rate of pay for this position is $16.00 per hour (includes 4% vacation pay). Rent-free accommodation in Residence is included, as shift rotation on evenings and weekends is required.

Please submit via email a statement of interest, resume, and the names and contact information for two references (employment and character) to [email protected] Attention Leonor von Baer

Applications will be accepted until 4:30 PM on Friday, March 22nd, 2019.

UNBC Prince George, BC V2N 4Z9