Overview

We’re building something extraordinary for our community and beyond - the Cowan Recreation Centre, a state-of-the-art destination for sport, fitness, and community connection.
Opening late in 2026, this all-season, multi-use recreation complex is designed to meet the diverse needs of the community with a premier lineup of amenities: a large aquatics centre with two stainless steel pools, a FIFA-sized indoor turf field (divisible into four), a versatile quad gymnasium, an indoor walking track, two dedicated cricket practice nets, and four multi-purpose rooms for community programs and events.
Designed as an accessible, sustainable, and welcoming gathering place, the Cowan Recreation Centre will support a wide range of users - from families discovering new activities to high performance athletes. With the capacity to welcome more than 500,000 visitors in its first year, the centre will offer diverse recreation options for all ages and abilities. Its tournament ready spaces will also position it as a leading sport tourism destination, attracting provincial and national events and bringing meaningful economic benefits to Kitchener. This is a place where residents and athletes alike can truly connect, compete, and belong.

Contributes to the safe, welcoming, and efficient operation of City of Kitchener sport, aquatic, and recreation facilities. As a frontline customer service team member, this role serves as a first point of contact for patrons, user groups, instructors, and visitors.
Customer Service Attendants support program registration, rentals, admissions, facility operations, and general inquiries, while providing world-class customer service. Responsible for greeting and assisting residents, creating a welcoming, friendly experience for all visitors to the facility. This position involves shift work, primarily in the evenings and weekends.
 

Responsibilities

• Welcome, greet, and assist patrons in person , by phone, and by email.
• Proactively approach visitors to offer friendly assistance and anticipate their needs to deliver world-class customer experience.
• Uses ActiveNet to provide facility rental information, availability, pricing, and tours to potential users.
• Ensure safe and efficient operation of the Cowan Recreation Centre.
• Provide positive customer service in all aspects of job functions.
• Performs patron program registration functions.
• Process payments using point of sale systems, including cash, debit, and credit transactions.
• Provide information on aquatic and leisure programming, facility rentals, and general use of City facilities.
• Actively resolve customer service concerns and complaints, escalating issues when appropriate.
• Assist customers with wayfinding and general navigation throughout the facility.
• Provide general office assistance as directed by centre staff.
• Provide general facility upkeep.
• Maintain a safe environment through patron monitoring, incident response, reporting, and coordination with staff and emergency services.
• Handle cash, registrations, record-keeping, and general office support functions.
• Performs Customer Satisfaction Plan feedback collection duties, engaging with visitors to gather input.
• Work is performed in rotating shifts, including early mornings, evenings, and weekends to support the CRC’s opening hours of 7am to 12 midnight.
• Shifts include early mornings, evenings, and weekends  to support 7 day facility coverage.
• Performs other related duties as assigned.

Education

• Partial secondary school

Experience

• 6 months of related experience including providing customer service, administrative duties, and cash handling.

Additional Requirements

• Valid Emergency First Aid Certificate or willing to obtain within 3 months post-hire.

Knowledge, Skills, and Abilities

• Proficient with Microsoft Office (Excel, Word, Outlook) and Windows and can learn new software programs easily. 
• Experience using ActiveNet, RecStaff, and other City systems is preferred.
• Proven ability to work independently with an ability to manage multiple tasks and job functions.
• Proven communication, problem solving, and customer service skills to work effectively with the public, staff, and volunteers in a diverse community setting.
• A working knowledge of computers to take registrations, perform cash handling, process payments, and provide community information to patrons.
• Mathematical skills and the ability to reconcile funds for partner agencies and City monies collected during shift.
• Ability to work effectively in a team environment.
• Physical ability to perform duties requiring lifting and moving equipment, shoveling, cleaning, etc.
• Reliable transportation to travel to a variety of locations would be an asset.
• The ability to speak multiple languages would be considered an asset.
• Experience with administration, volunteer groups, and community programming would be an asset