Customer Experience Supervisor

Department: Marketing and SalesManager: Manager of Customer RelationsPosition Category: Full Time – PermanentApplication deadline: August 11, 2025Start date: September 1, 2025 POSITION SUMMARY: The Customer Experience Supervisor supervises front desk and visitor experience teams during Discovery Centre openings Wednesday – Sunday. In addition, the Customer Experience Supervisor is responsible for coordinating program bookings including customer communication, scheduling, and resource allocation.  The Customer Experience Supervisor is reliable, organized, and is able to support and supervise team members to deliver excellent customer experiences.

The successful candidate would be expected to provide rapid response time, maintain a positive work environment, and provide exemplary customer service through various forms of communication while representing Discovery Centre in a professional manner.  OPERATIONAL RESPONSIBILITIES:

Supervises front-line team members through on-site supervision and coachingAssists with interviewing, hiring, and onboarding new employees, and evaluating performanceProvides training, ongoing coaching, and coverage for the front desk customer service teamProvides customer service support for customer concernsProvides customer service coaching for all front-line team membersLeads daily operational team meetings and delivers staff work plansPerforms leader on duty responsibilities during weekend openings addressing sick calls, performance management, and leader on duty in case of an emergencyMaintains knowledge and assists in maintaining front desk systems including point-of-sale system, filing, and phone systemsStays current with all Discovery Centre activities including educational & public programs, exhibits, special events, etc.

, and is completely conversant in all pertinent details such as dates, times, costs and requirementsOther duties as assigned BOOKINGS RESPONSIBILITIES:

Coordinates bookings including customer communication, scheduling, and registrationSchedules resources to deliver in centre and on the road bookingsCoordinates birthday parties, camp registrations, group visits, and educational bookingsMaintains waitlists, calendars, and customer databasesAdministers invoices, receipts, and processes paymentsProvides rapid customer response time and exemplary customer serviceAssists with the maintenance of the membership databaseProtects the confidentiality of visitor and customer data as various forms of communication are used to engage Discovery Centre’s audiencesAssists in the development of efficient processes to streamline bookings and customer service ensuring maximum productivity and data captureMaintains strong communication between departmentsOther duties as assigned QUALIFICATIONS AND EXPERIENCE:

Relevant post-secondary educationA minimum of two years’ experience in a supervisory roleA minimum of two years’ experience in a client service roleExcellent customer service skillsRetail experience an assetConfidence to hold others accountable to dutiesDemonstrated organizational detail-oriented skillsEffective oral and written communication skillsExperience with point-of-sale systems and cash handlingAble to maintain calm demeanor under pressureAble to work independently and in a collaborative team settingAbility to handle customer feedbackExcellent problem-solving skills and responsive in emergency situationsAbility to maintain a safe work environment for visitors and employeesAdaptable to changing conditions in the workplaceBilingual preferred (French/English) Hours of Work35 hours a week, primarily Wednesday-Sunday plus evening hours as required.

 APPLICATION: Applicants should submit their resume, cover letter and references to recruitment@thediscoverycentre. ca referencing the position name in the subject. All applications will be reviewed but only those chosen for an interview will be contacted. All applicants are thanked in advance for their interest.  Discovery Centre promotes equal employment opportunities for all job applicants and embraces diversity. Discovery Centre is committed to equity in its policies, practices, and programs, supports diversity in its work environment, and ensures that applications for members of underrepresented groups are considered equally.