Overview

This position is Temporary Part-Time for approximately 18 months.

Provides front-line customer service at the SDG idea factory and other City-operated entrepreneurial facilities including administration, financial transactions, meetings, training, event workspace bookings, contract support, tenant support and marketing.  

Responsibilities

Customer Service and Administration:  

• Provides front-line customer service (in person, over the phone, and by e-mail) for general inquiries or forwards to appropriate Small Business Centre, City staff, and Community Organizations. Handles customer complaints and refers to supervisor and/or manager as required. 
• Builds and maintains relationships with tenants and users of the facilities
• Ensures tenants have appropriate licenses, insurance, etc. on file, and contacts tenants to reconcile outstanding paperwork, details, or payments.
• Ensures database, business and contact information is current and accessible.
• Updates and maintains floor maps, meeting room, and desk rental information and prepares rental space to suit customer needs.
• Prepares and sets up AV equipment for meetings, training, and events. Tests presentations, files, audio, and visual equipment.
• Checks areas daily to ensure adherence to safety and contracts and ensures public areas are tidy and organized.
• Assists the manager with tenant and mentor recruitment (e.g., solicits and pre-screens applicants, provides information about rental process and availability, arranges tours and meetings, assembles paperwork, obtains approval of the manager, explains parking options, arranges equipment deliveries, etc.).
• Submits service requests and work orders for facility issues.  
• Enters volunteer and mentor information in the corporate database.
• Schedules and follows up with volunteers, mentors, and trainers as required
• Provides quotes and room availability information for workspace and meeting room rentals using the event calendar, booking process, and payment.
• Registers customers for programs, workshops, and events.
• Opens, sorts, and delivers incoming mail and packages
• Monitors and updates display racks and poster areas.
• Orders office and program supplies within budget.  
• Provides administrative support to the manager, including licensee compliance memos, default notices, late payment reminders, NSF notices and minute taking.  

Financial Responsibilities:  

• Enters and validates payroll data weekly in PeopleSoft for final processing by Payroll Administrator.
• Processes invoices and payments, including visa reports.
• Prepares cheque requisitions.
• Maintains rental/lease rate sheet, collects fees from tenants, and balances accounts.
• Prepares bank deposits, enters information into the deposit system, and arranges pickup.
• Ensures daily receipts are balanced and follows up with accounting staff as required.
• Meets with the manager to review budget items and requests adjustments to accounts as required.
• Ensures adherence to year-end financial deadlines.  

Program & Marketing Support: 

• Promotes the City’s entrepreneurial facilities to potential tenants and users.
• Creates content for and updates websites.
• Develops and posts social media content.
• Organizes seminars, talks, social events, etc., with support from the manager.
• Arranges the setup of tables for events and rentals.
• Provides oversight to programs and rentable spaces within the facilities, such as a pod cast studio. 

Other Duties:  

• Acts as a backup and provides support to the other Small Business Centre staff (e.g., coordination of an event), including weekends and evenings as required.
• Assists with special events/projects as required.
• Performs other related duties as required.  

Education

• Minimum Grade 12 Diploma plus up to 1 year of additional job-related post-secondary education.

Experience

• Minimum 1 year of related and relevant experience including administrative, customer service and event or program coordination.

Additional Requirements

• Hours of Work: Monday to Friday: daytime hours starting at 9am. Some flexibility on the start and end times of each day may be available. 
• Available to work various hours including days, evenings, and weekends as required to align with client needs. 

Knowledge, Skills, and Abilities

• Skills in the use of a personal computer with the ability to use software programs such as Microsoft Office (Excel & Outlook), human resources information system (payroll), recreation system software, and a financial system.
• Verbal and written communication skills to respond to inquiries from and provide/exchange information with staff, tenants, or the public.
• Problem-solving skills to handle inquiries, concerns, and complaints.
• Organizational skills to meet deadlines and prioritize work, with the ability to manage multiple tasks and deadlines.
• Attention to detail and the ability to input data accurately and efficiently.
• Ability to prepare tenant contracts, permits, leases, etc. within reasonable deadlines.
• Mathematical skills and experience to process financial transactions, prepare deposits, balance daily receipts, maintain petty cash, and ensure good bookkeeping practices.
• Working knowledge of general office procedures and corporate policies.
• Working knowledge of customer service standards and techniques to serve customers and respond to their requests and needs in a timely and accurate manner.
• Ability to relate to others in a courteous and friendly manner.
• Ability to support and project values compatible with the organization and participate as an effective team member.
• Demonstrates understanding of stakeholders in the entrepreneurial ecosystem.
• Knowledgeable of the UN Sustainable Development Goals.
• Reliable with a good attitude and employment record.