Customer Service Representative

Company: Six Nations of the Grand River Development Corporation

Wage: $16.55 per hour

POSITION TYPE: Full-time 35 hours per week

SECURITY CLEARANCE: Police Record Check Required upon Offer

DESIRED EDUCATION: Post-Secondary

DESIRED EXPERIENCE: 1-2 Years

 

CUSTOMER SERVICE REPRESENTATIVE

Summer Student – Post Secondary

 

SUMMARY

Reporting to the Service & Relations Manager, the SNGRDC Customer Service staff is responsible for assisting with the delivery of excellence in customer service that is conducive to the exceptional standards of SNGRDC. The Customer Service Team Member rotates throughout SNGRDC properties and various customer service roles as required by operational needs. The chosen candidate will work within the policies and procedures established by the Six Nations of the Grand River Development Corporation and ensure that the assigned duties have been carried out effectively.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• This position operates seven days a week, with daytime and afternoon shifts. All candidates must be flexible with scheduling.
• Ensures that all SNGRDC properties remain professional, welcoming, and accessible to our visitors.
• Provides exceptional customer service in a fast and efficient manner for our guests.
• Responds to guest questions and concerns over the phone, in person, and via email in a professional manner, using good tact and judgment.
• Operates various computer and POS systems for the various SNGRDC locations.
• Maintain a safe working environment.
• Report any concerns to management in a timely manner.
• Participates in and completes all required SNGRDC training.

 

Property Management

• Operate floor cleaning equipment and maintain janitorial equipment.
• Clean and sanitize all SNGRDC properties and offices.
• Clean guest cabins, replenish bed linens, kitchen items, room accessories, bathroom essentials, etc. as required as per checklist.
• Conduct checks and cleaning of SNGRDC bathrooms and replenish supply levels in all properties.
• Clean conference facilities and set up banquet tables and chairs when required for rental purposes at SNGRDC properties.
• Clean, maintain, and keep all tools organized and in good working condition. Report needs for repairs and replacement as required to PM Lead Hand.

 

Chiefswood Park

• Organizes reservations for Park guests, assists with luggage where necessary, and ensures accommodations are in immaculate condition.
• Communicate with housekeeping/cleaning services to effectively address late check-outs, early check-ins, extended stays, unexpected departures, and unforeseen circumstances.
• Works to attain the best occupancy and average daily rate possible, assessing bookings and attempting to upsell.
• Inform guests of local businesses, organizations, and attractions.

 

Bingo

• Ensure that the Bingo Hall is clean and equipped with operating supplies such as concession supplies, cart supplies, session information, garbage bags attached to each table, clean ashtrays, and clean tables at the beginning and end of each session.

• Work in the assigned bingo position for the duration of your shift.
• Must acknowledge all bingos declared by patrons. Ensure that game(s) are ceased for all bingo verifications and make sure the caller is informed of a possible bingo.
• Issue prize payment amount immediately after the closure of each game played.
• Balance cards and/or cart and/or Nevada sales and cash at the end of the shift. Report shortages in float to Operational Shift Supervisor. 

Marketing/Events

• Assist the marketing team as necessary in the planning and execution of events.
• Provide on-site support for events in various roles as needed.
• Assist in the setup and delivery of programming.

ADDITIONAL SKILLS AND ABILITIES

• A strong work ethic with a focus on accuracy and attention to detail.
• Ability to embrace and champion change.
• Reliable, punctual, and able to work independently.
• Understand and follow the Health & Safety Policies set by the SNGRDC.
• Good mechanical and problem-solving skills.
• Able to work independently and as part of a team.
• Strong knowledge of WHMIS Standards.

 

EDUCATION / EXPERIENCE

Minimum Requirements:

• One year of work-related experience in the custodial or customer service field. Must be willing to take training and upgrading as required.
• Have knowledge of general cleaning and maintenance practices.
• Able to deal with prolonged standing, walking, and/or running.
• Must have a pleasant attitude and disposition for working with the public.
• Willing to work flexible hours, evenings, weekends, and holidays.
• Must pass a police record check.
• Must have reliable transportation as well as the ability to maintain their driver’s license as they would be required to travel between locations in a personal vehicle.
• Willingness to learn, accept change, and adapt to new ideas, business concepts, and cultures.

 

IMPACT OF ERROR

Error in judgment may lead to loss of credibility, poor public relations, public confidence, and misinformation resulting in embarrassment and potential liability to the Six Nations of the Grand River Development Corporation.

 

CULTURE

The purpose of the Development Corporation is to enhance Six Nations to derive economic benefits, create employment for community members, and generate income to support community priorities.

 

Six Nations of the Grand River Development Corporation will pursue economic self-sufficiency without sacrificing the cultural values and integrity of the Six Nations People.

 

EXTERNAL/INTERNAL RELATIONSHIP

Community Members, Customers, Human Resources, and Development Corporation Staff.

 

WORK ENVIRONMENT

• This position requires medium physical effort.
• This position requires the maintenance of good health as most tasks are physical
• This position requires normal visual/sensory effort.
• This position typically operates in a generally agreeable work environment.
• Working in a smoking environment.

 

DIMENSIONS (FINANCIAL/STAFF)

Public Relations with community members.       

           

REPORTS TO

Service and Relations Manager

 

ACCOMMODATIONS

At Six Nations of the Grand River, we are committed to diversity and inclusion as we continue and expand our efforts to become a more inclusive, safe, and respectful workplace. Human Resources will accommodate any needs under the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA). Recruitment processes will be modified to remove barriers to accommodate those with disabilities, as may be requested and/or required by law.  If you require accommodation during any phase of the recruitment and selection process, please reach out to Human Resources at hrdept@sndevcorp.ca.

 

NOTE: If you are unable to apply through the website, resumes can be dropped off at the Administration building between 9:00am and 4:00pm Monday-Friday.

 

BENEFITS TO WORKING AT SNGRDC

• Extended Health and Dental Benefits
• Pension
• Incentive Programs
• Performance based merit increases
• Team Member Recognition Program
• Comprehensive paid time off – vacation, sick, personal time, and paid holidays
• Education Reimbursement
• Company Mentorship Program
• Employee and Family Assistance Plan
• Training Opportunities
• Corporate Events