Fortius Sport & Health is an integrated athlete development centre strengthened through philanthropy and focused on optimizing athlete performance for life. Situated in Burnaby, B.C., we are home to a state-of-the-art training centre, FIFA-standard turf pitch, NBA/FIBA/collegiate lined gymnasium, sport science lab, sport medicine institute, 50-room lodge and a chef-inspired bistro. Our integrated team of sport medicine and science practitioners (sport physicians and specialists, physiotherapists, chiropractors, massage therapists, dietitians, optometrists, exercise physiologists, biomechanists, pedorthists, and strength & conditioning coaches) share their complementary expertise to deliver precise, customized treatment and training plans for athletes of all ages and abilities, under one roof.

Learn more at www.fortiussport.com.

Our Vision:

A sport culture strengthened by athletes achieving their full potential and realizing the life-long benefits of sport.

Our Mission:
Fortius Sport & Health is an integrated athlete development centre strengthened through philanthropy and focused on optimizing athlete performance for life.

Our Client Service Mandate:
To provide consistently excellent client experience at Fortius Sport & Health.

How we will do this:
We will work collaboratively and strive to foster the team work essential to supporting the integrated care model at Fortius Sport & Health.

The primary responsibilities of the Client Service Representative at the Atrium desk ensures all Fortius Sport & Health clients have a pleasant and welcoming experience while ensuring that Fortius policies, procedures and behavioral etiquette expectations are adhered to. The Client Services desk in the Atrium is responsible for front desk services such as initial welcome for all clients and guests, Lodge bookings, room rentals, and telephone answering.

Client Services Representative focus on delivering an exceptional client experience for everyone who enters and/or has contact with Fortius
You are:
•    Welcoming to all clients and guests entering the Atrium, and/or calling our main telephone number
•    Polite, professional and pleasant
•    Knowledgeable about the programs and services offered by Fortius

The most important skill needed in order to be a Client Service Representative is communication. As one of the front line smiling faces of Fortius, this is an important role as you will interact with clients either by telephone or in-person. You must be adaptable, an efficient self-starter and pay attention to detail to complete tasks properly.

Fortius is open seven days a week and Client Service Representatives must be flexible to work a variety of shifts and willing to work evenings & weekends.


Position Responsibilities
What is expected of you?:

•    Greet clients and guests upon arrival in a welcoming and professional manner and maintain strong relationships that promote trust & client satisfaction;
•    Liaising with Facility team regarding onsite external contractors and follow process with sign in and guest passes;
•    Develop and maintain an exceptional working knowledge of the programs and services offered at Fortius and ensure that this information is accurate and consistently communicated to clients, prospective clients and staff;
•    Perform on-going, shift-specific duties (administrative and other)
•    Sorting all incoming mail for tenants in the building and distribution;
•    Maintain a clean and tidy environment in the atrium and surrounding public areas,
•    Responsible for the consistent application of existing policies and procedures including the enforcement of our established ‘rules’ and behavioral expectations of clients and guests;
•    Schedule, book and take payments for Lodge rooms and meeting spaces. Accuracy and attention to detail is very important;
•    Facilitate admittance to meeting rooms and gym;
•    Answer or make telephone calls, return emails and take care of client or visitor requests and inquiries.
•    Communicating with intercom and radio system;
•    Proactively seek information and education about Fortius programs and services to support business growth;
•    Proactively educate clients about the scope of Fortius business and how Fortius can help them;
•    Competent and capable of providing direction in a calm manner in an emergency situation.
•    Other duties as required

Success Measures
How will you be evaluated?

Your performance will be evaluated based on:

•    Mastery of the job: Demonstrated current understanding of the integrated care model at Fortius. Thorough understanding of the policies, procedures, programs and services available at Fortius. Ensure Client Services team remain up-to-date with all new offerings. Foster curiosity and encourage questions and engagement within the Client Services team. Responsible for the smooth operations of the Atrium and Lodge.

•    Client Service Ethic: Develop and implement client feedback collection, analysis and monitoring mechanism. Evidence of client service initiatives, improvement and collaboration. Responsible to run an efficient and caring operation, maintaining strict client confidentiality standards and professionalism.

•    Overall Satisfaction: Observed relationships with internal and external clients, as well as colleagues.
360 degree feedback from external and internal clients as well as peers.

•    Satisfaction Improvements: Ability to train, reinforce and motivate team members to ensure effective client service strategies are consistently utilized. Consider client and colleague feedback.

Requirements    
Qualifications, Skills & Experience:

•    Minimum 2-4 years of customer service, clerical & administrative experience
•    Contentious and professional, with respect for detail and doing a job well: the first time.
•    Excellent communication skills (written and verbal)
•    Computer experience, including Microsoft office

As a member in the Fortius Institute team, employees must consistently demonstrate the following:
•    Delivery of an exceptional client service experience
•    Commitment to and understanding of the principles of integration, collaboration and innovation
•    Embodiment of a philosophy of professionalism, excellence, health and wellness at all times
•    Strong communication and interpersonal skills
•    Capacity to use time and resources effectively and efficiently
•    Dedicated orientation towards results
•    Ability to work in a diverse, fast-paced and dynamic environment
Reporting
Reports to the Client Services Manager, Atrium

Deadline to Apply: October 30, 2017

We appreciate your interest in Fortius Sport & Health and we will review your application as soon possible. Please note that only those candidates selected for an interview will be contacted. 

The chosen candidate must either be a Canadian citizen, a permanent resident, or a Temporary Foreign Worker with an Open Work permit. All candidates that do not possess the proper legal documents to work in Canada will not be considered.

As part of our professional commitment to privacy, all candidate information will be kept in the strictest of confidence. 

All successful candidates will be subject to background check, including criminal and education verification. 

As a member in the Fortius Institute team, benefits include:

• Working in a diverse, fast-paced and dynamic environment
• Access to a state-of-the-art training centre for a significantly reduced annual membership
  
• Staff dining discount
• Easy access to public transportation
• FREE PARKING
• Prepare a diverse selection of healthy meals