Customer Service Coordinator

August 27, 2026

Are you a supportive leader who thrives in dynamic environments and values exceptional public service? The City of Edmonton’s Community Recreation and Culture branch is looking for an enthusiastic Customer Service Coordinator to lead front-line operations and inspire a team dedicated to welcoming our community!In this role, you will play a key part in fostering a positive, inclusive, and safe environment across our recreation facilities and attractions. You will champion continuous improvement, ensure operational excellence, and mentor team members as they deliver high-quality experiences to facility visitors. If you are passionate about coaching, problem-solving, and building connection, this opportunity is for you.What will you do?<ul><li>Supervise, coach, and support a team of 10 to 25 Customer Service Representatives, providing regular feedback, conducting performance evaluations, and supporting onboarding and training</li><li>Manage master schedules, shift coverage, trades, time entry, and payroll processing in compliance with collective agreement guidelines</li><li>Deliver exceptional, inclusive customer service in person, over the phone, and via email, while effectively de-escalating complex inquiries or concerns with professionalism</li><li>Manage front counter operations, cash handling, point-of-sale transactions, membership sales, facility bookings, and safe float management</li><li>Audit cash handling, perform overage/shortage corrections, and ensure strict compliance with financial and PCI policies</li><li>Collaborate with facility operations, maintenance, programming, and aquatics teams to maintain smooth daily functions</li><li>Support safety, emergency response, and security measures, acting as an incident commander during emergency situations when required</li><li>Other related duties as required</li></ul> Qualifications <ul><li>High School Diploma</li><li>Minimum 1 year of hands-on experience in customer service including cash handling</li></ul>Assets: <ul><li>6 months of proven experience monitoring, scheduling, delegating work to, and evaluating staff</li></ul>Skills required for success:<ul><li>Strong leadership, coaching, and interpersonal skills to build collaborative relationships with staff and facility visitors</li><li>Proven conflict resolution abilities to de-escalate difficult situations with tact</li><li>Excellent time management, organizational, and prioritizing skills</li><li>Proficiency in Google Applications (Docs, Sheets, Drive, Gmail) and point-of-sale software systems</li><li>Sound decision-making ability rooted in operational policy, financial accuracy, and asset protection</li><li>Alignment to our Cultural Commitments and Leadership Competencies (<a href="https://bit.ly/4brRrXm">https://bit.ly/4brRrXm</a>)</li><li>Embracing a culture of equity, diversity, reconciliation and inclusion</li></ul>Conditions of Employment:<ul><li>Hire is dependent on a Criminal Records Check (CRC) that is satisfactory to the City of Edmonton, and there may be a cost associated with this requirement</li><li>Possession of current Standard First Aid, CPR-C and AED certifications</li><li>Applicants may be tested</li></ul>Work Environment:<ul><li>Note: Due to the nature of this work, this position is not eligible for a hybrid work arrangement</li><li>The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement, and the incumbent will be notified in advance</li><li>Full-time role based at recreation facilities or attractions involving shift work, split shifts, and standing or walking for extended periods</li><li>Active, vibrant environment with exposure to high noise levels, varying temperature/humidity levels, and potential interaction with aggressive patrons</li><li>This is a public-facing role and requires engagement and interaction with diverse people from various backgrounds with different needs, expectations and emotional states</li></ul>The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact <a href="mailto:employment@edmonton.ca">employment@edmonton.ca</a>. Learn more about our benefits <a href="https://bit.ly/COEbenefits">https://bit.ly/COEbenefits</a>Up to 2 temporary full-time positions for up to 11 months in accordance with Article 18.02 of the Collective Agreement Up to 1 permanent full-time positionThis requisition is open to internal candidates only.Hours of Work: 40 hours per weekSalary Range: $28.647 - $35.922 (Hourly)Recruitment Consultant: PG/RFEdmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.Classification Title: Clerk III - 8 Hours Posting Date: Aug 20, 2026 Closing Date: Aug 27, 2026 11:59:00 PM (MST) Number of Openings (up to): 3 - Permanent and Temporary Positions Full-time Union: CSU 52 Department: Community Services Work Location(s): Various Locations Edmonton (City Wide)

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