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About the Role

This frontline position provides administrative and information services in support of excellent customer service. The Information Services Desk is a dynamic focal point where diverse community members are welcomed and served, with the primary objective to accurately convey information about Hart House and its services and programs, sell memberships, and provide campus information.

Responsibilities

• Acting as the first point of contact for general enquiries and disseminating information
• Responding to enquiries within the defined scope of the role and redirecting as appropriate
• Processing registrations, booking rooms and arranging appropriate accommodations
• Troubleshooting and resolving routine issues
• Informing contacts of any changes or cancellations to programs and/or events
• Directing the activities and training of casual staff
• Processing cash, debit and/or credit card transactions
• Collecting data and preparing draft statistical reports and summaries from data collected

Requirements

• Advanced College Diploma (3 years) or an acceptable equivalent combination of education and experience
• Minimum three years of experience in a high-volume, multi-service customer service environment involving cash/point-of-sale transactions, scheduling/reservations, and in-person conflict resolution
• Demonstrated experience de-escalating conflict with members of the public, including handling complaints, denying access/service when policy requires it, and managing frustrating patrons
• Demonstrated experience in providing guidance, training and directing the activities of casual staff
• Experience in preparing draft statistical reports from collected data
• Excellent personal and human relation skills
• Experience in a higher education context is preferred
• Computer skills required: Microsoft Word and Excel. Keyboarding skills.
• Familiarity with or ability to quickly learn Fusion software to maintain membership database and online registration is essential
• Must be able to work collaboratively and professionally as part of a team
• An energetic individual who enjoys the challenge of work in a dynamic environment
• Excellent customer service, interpersonal skills, good judgment and initiative
• Strong sales orientation
• Accuracy along with the ability to multi-task is essential
• Demonstrated commitment to equity, diversity and inclusion in all work responsibilities and in collaborative workplace practices
• Fluent in written and spoken English
• Ability to work flex time and under pressure
• First Aid/CPR Training is required and will be provided

Skills

• Microsoft Word
• Microsoft Excel
• Keyboarding
• Fusion software
• Customer service
• Interpersonal skills
• Sales orientation
• Multi-tasking
• Communication
• Problem solving

Location

• St. George (Downtown Toronto)

Work Type

• Full-Time

Experience Level

• Minimum three years of experience in a high-volume, multi-service customer service environment

Education Level

• Advanced College Diploma (3 years)

Salary/Compensations

• $60,237. with an annual step progression to a maximum of $77,035.

About the Company

• Hart House is a centre for experiential education outside the classroom at the University of Toronto.
• Since it opened in 1919, Hart House functions as a place where students, faculty, staff, alumni and members of the broader community connect with each other and the world.
• Through an array of co-curricular programming in the arts, dialogue and wellness, Hart House works with local and international partners to foster community and to create innovative learning opportunities for students.
• Hart House operates from a historic facility on the St. George campus, as well as a 150-acre farm in Caledon, Ontario, offering a wide range of services through a social enterprise model that generates revenue to support its student-focused programming on all three University of Toronto campuses.
• The Information Services Desk is a dynamic focal point within Hart House where administrative functions related to a wide range of services and sales – e.g., registration for classes, memberships and other service offerings for Hart House, ticket sales for Hart House Theatre, reservations for the Hart House Fitness Centre – as well as providing general information about Hart House and the university, are performed.
• The Information Services Desk provides our diverse community an open door, welcoming them to enjoy a multitude of activities and services at Hart House.

Equal Opportunity

• Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.