Mount Royal University

Mount Royal University

Customer Experience Coordinator



Job Title

Customer Experience Coordinator

Requisition #


Job Type

Permanent (for any group)

Union or Employee Group



Admin Support VI (SAD06)

Position End Date (if applicable)


MRU Main Campus - Calgary, AB T3E 6K6 CA (Primary)


About MRU

Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. Mount Royal has carved out a distinct niche by offering smaller class sizes, a robust liberal education and unique undergraduate programs. Currently, more than 14,000 credit students choose from 12 bachelor degrees and 36 majors.

Mount Royal University is located in the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in southern Alberta, which includes the Siksika, the Piikani, the Kainai, the Tsuut'ina and the Iyarhe Nakoda. We are situated on land where the Bow River meets the Elbow River. The traditional Blackfoot name of this place is "Mohkinstsis," which we now call the city of Calgary. The city of Calgary is also home to the Métis Nation.

About the Department of Cougars Athletics and Recreation

Mount Royal University Cougars Athletics and Recreation takes an inclusive, student-centered approach in offering groups and individuals opportunities to bolster their health and wellness through a wide range of programming and activities ranging from beginner sports enthusiast to our eight Cougars varsity athletic programs.

About the Role

The Customer Experience Coordinator is a member of the Recreation team of Cougars Athletics and Recreation which actively creates, promotes and sustains an environment in which the Mount Royal University community is challenged and supported in pursuit of personal growth in the areas of Athletics and Recreation.

Reporting to the Fitness and Customer Experience Supervisor, the incumbent is responsible for ensuring that all members of the MRU community receive reliable and responsive service in person, over the telephone, via email and online. The coordinator oversees the operations of the MRU Recreation Customer Service Centre including opening and closing, access control, staffing, scheduling, technology systems and member services. The Customer Service Centre is the central hub for the Recreation Centre and is a high-paced environment with more than 2,000 student, employee, and public entries per day during peak times through the academic year.


Customer Service Centre Operations (70%)

  • Describe and enforce departmental and institutional policies and procedures specific to operations of the Recreation Centre and explain the rationale behind policies and procedures to customers and casual employees.
  • Facilitate execution of daily operations such as opening/closing the Recreation Centre, facility checks, equipment lending, POS item inventory, towel service, and facility access control.
  • Support and troubleshoot Customer Service Centre technology systems (e.g., access gate, recreation management platform, POS devices, PCI terminals, card printer, online registration platform, and employee workstations.)
  • Develop Customer Service Centre staffing schedules taking into consideration institutional policies, MRSA collective agreement, employment standards, holidays and special events.
  • Maximize customer experience by applying departmental service standards (reliability, responsiveness, and relationships) to areas of responsibility in-person, over the phone, and via email.
  • Articulate the departmental service standards in behavioural terms so casual employees can demonstrate the service standards through actions.
  • Assist in the creation of guidelines and procedures for responses to customer service-related matters.
  • Establish and promote a climate of openness and approachability when resolving highly sensitive and complex issues.
  • Troubleshoot and problem-solve when technology doesn't work properly.
  • Assist in conducting interviews and justifying hiring decisions for Customer Service Centre positions.
  • Implement training for casual employees to comply with departmental, institutional, and provincial requirements.
  • Conduct team building and training activities for casual employees that are appropriate for their position.
  • Lead and/or facilitate effective training sessions.
  • Model, encourage, and promote community by reinforcing the values of the department and institution.
  • Provide coaching to individual casual employees who may need improvement to meet the expectations of their position.
  • Member Services (25%)

  • Coordinate the day to day and on-going functions of locker membership management including: managing inventory, cleaning/clear outs, renewal periods and managing waitlists.
  • Administer the daily and on-going functions of member services including: facility tours, membership package sales, membership holds and cancellations, and membership reports.
  • Coordinate member retention strategies and initiatives.
  • Facilitate a culture which resolves concerns and closes the feedback loop in a timely fashion.
  • Assist with the creation of area budgets including revenue and expense forecasts.
  • Departmental, Divisional and Institutional Service and Planning (5%)

  • Support the development of innovative collaborative partnerships to advance the departmental, divisional and institutional strategic reach.
  • Collaborate with others across campus to further equity, diversity, and inclusion.
  • Advance and serve on department committees.
  • Minimum Qualifications

  • Passion and energy for inspiring people to move so that they can be the best version of themselves.
  • Understanding of one's own identity and learning from the identity of others to interact respectfully and include others of varying backgrounds.
  • Previous work experience 2 - 3 years in customer service environment with supervisory experience.
  • Ability to establish effective working relationships and work as a member of the team.
  • Service-oriented and capable of dealing with a wide variety of customers.
  • Proficiency coordinating and scheduling a casual employee base.
  • Experience training, supervising and leading casual/student staff.
  • Ability to connect with university students through coaching and or mentoring roles.
  • High degree of familiarity with fitness and recreation operations, programs and services is necessary.
  • Excellent communication, organizational and interpersonal skills.
  • Demonstrated innovation, creativity and informed risk taking.
  • Proficiency in computer software applications, including all Google suite applications, and experience with Recreation software (ActiveNet, Innosoft Fusion, CLASS, etc).
  • Demonstrated knowledge of theories and practices in promoting student development and learning.
  • Standard First Aid & Basic Rescuer CPR.
  • Ability to work flexible hours including evenings and weekends as needed.
  • Preferred Qualifications

  • Bachelor's degree in physical literacy, recreation, physical education, sport management, or related field.
  • Relevant experience in a comparable university or similar recreation setting.
  • Demonstrated experience in leading a diverse team.
  • Experience with ActiveNet or similar recreation registration and facility management software.
  • Membership and active involvement in relevant professional organizations such as ARPA, NIRSA, AFLCA and/or other higher education associations
  • What We Offer

    Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions.

    At Mount Royal University, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace.

    Our campus offers the convenience of a medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, fitness classes, climbing, aquatics, sports, tournaments and certifications for students, employees and the public.

    Salary: $ 49,774 - $63,004 per anum ( Subject to retroactive increase based on Gain Sharing Conditions as per the Government of Alberta)

    Closing Date: February 21, 2024

    A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: Last Name, Requisition Number, Document Title.pdf (ex. Smith, 999999, CV.pdf).

    If you require an accommodation in order to participate in the recruitment process, please notify [email protected] and we will work together on the accommodation request.

    We thank all applicants for their interest. Only applicants selected for an interview will be contacted. After the close date, you can check on the status of your application through your Career Centre. New career opportunities arise frequently and are posted as they become available. Please check back often to view our latest postings on our Career Opportunities page. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Mount Royal University hires on the basis of merit and is strongly committed to fostering diversity as a source of excellence, intellectual and cultural enrichment, and social strength. We welcome applications from those who would contribute to the further diversification of our staff, faculty and their scholarship including but not limited to Indigenous Peoples, women, persons with disabilities and persons of any sexual or gender identity, ethnic, national or socio-economic background, religion or age.

    Job details


    Customer Experience Coordinator


    Mount Royal University




    February 08, 2024

    Application deadline

    February 21, 2024

    Job type




    About the employer

    Mount Royal University is a well-established public university which was founded in 1910. This is a Canadian university which was created following a charter by the Alberta provincial government. It became a post-secondary institution in 1931 as Mount Royal Junior College, which offered transfer courses to the University of Alberta and later to the University of Calgary. In 1972, it shifted its base to a new campus in Lincoln Park, which was previously an air force base. It is in the year 2009 that this institution was granted its university status. In 2017, this university was awarded the Ashoka Changemaker Campus designation joining 44 universities which are excelling in the field of social innovation and change-making. The university currently offers 12-degree programmes and 32 majors with an average class size of 29 students.

    This university comprises various faculties, including a number of interesting fields of study. The Arts faculty of this university teaches subjects such as economics, justice, and policy studies, English, languages, and cultures, humanities, interior design, psychology, sociology and anthropology. The Bisset School of Business of this university specialises in subjects such as accounting, aviation, finance, general management, human resources, innovation and entrepreneurship, international business, marketing, social innovation and supply chain management. This university's School of Communication Studies focuses on subjects like broadcast media studies, information design, journalism and public relations.

    The university's Faculty of Health, Community and Education comprise Child Studies and Social Work, Education, Health and Physical Education, School of Nursing and Midwifery. The university's Faculty of Science and Technology includes child studies and social work, education, health and physical education, as well as School of Nursing and Midwifery. The university's Faculty of Science and Technology features biology, chemistry and physics, earth and environmental sciences, mathematics and computing. The university also has the Faculty of Continuing Education and Extension. This university has numerous institutes, such as Institute for Community Prosperity, Institute for Environmental Sustainability, Institute for Innovation and Entrepreneurship, Institute for Scholarship of Teaching and Learning and International Education.

    Its centres include the Centre for Community Disaster Research, Centre for Child Well-Being and Iniskim Centre. This university also has a library - Riddell Library and Learning Centre which was opened in 2017. With a seating capacity of 1,700 people, the library comprises 34 study rooms, 3-D printing facilities, and a cafe. This university also has a huge list of notable alumni which include Indo-Canadian Singer The PropheC, classical pianist Yuja Wang, Canadian actor Kavan Smith, Emmy-winning composer Dave Pierce, professional voice actor Kirby Morrow, motivational speaker Alvin Law, professional wrestler Bret Hart, and Emmy award-winning news anchor Chris Gailus

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