Call Centre Agent

The purpose of the Calgary science centre (Spark) is unwavering. Spark exists to make lives — and the world — better through an affinity for science. Through visits to Spark, and encounters with Spark in the community, people are lifted up by the positive power of curiosity, experimentation and creativity. Spark is a registered charity.

The outcome is profound. Spark helps people of all age’s fuel up for the future because here, science, technology and invention are embedded in cultural experiences. This creates new points of access to the disciplines that are at the core of innovation. Spark’s teams transform lives and inspire the future.

Position Overview

Spark is currently recruiting for a part-time hourly Call Centre Agent. The Call Centre Agent is accountable for providing excellent customer service to all guests in the Call Centre environment - from Spark Members and new potential guests, to educators booking programs for their students, and everyone in between.

As a primary point of contact for the public, the Agent must be a professional and lively brand ambassador for Spark. The Call Centre Agent communicates clearly with guests and within the organization. They are confident, organized and sales-positive. They also have the ability to research and respond to the complexity of each guest service issue and all requests for information.

Embedded within the larger Brand and Marketing team but sitting within a centralized Call Centre environment, each Customer Care Centre Associate is accountable for providing first contact for the Spark Membership Program, as well as delivering and maintaining a service excellence program that supports acquisition, fulfillment and membership renewals.

This position reports directly to the Communications Manager, within the larger Brand and Marketing team. Canadidates must be available to work schedules between Monday-Sunday, including evenings weekends and holidays.

Key Responsibilities

• Respond to all incoming requests for information, answering questions and resolving issues.

• Work closely and collaboratively across departments to meet objectives, creatively solve issues, anticipate challenges and respond to opportunities.

• Actively participate in the creation of a strong sales-positive culture at Spark. Knowledgeable about Spark programs, exhibits, experiences and products, as well as personal selling techniques.

• Synthesize information and resources from multiple sources to communicate and transact effectively with guests and internal departments.

• Primary point of contact for school bookings and member services.

• Point of contact for general inquiries, registered public programs and birthday party bookings.

• Responsible for all database transactions and accurate transactional reporting from the Spark database.

• Troubleshoot ticketing and reservation issues from all sales channels.

• Carry out the day to day administration of the membership program. Data entry, data export and maintain data integrity. Provide knowledgeable information for inquiries directed to memberships.

• Participate in a culture of consistent upgrading, focused on exceeding guest expectations.

• Work in compliance with the Occupational Health and Safety Act (and its regulations) and comply with Spark’s health and safety guidelines.

• Ensure personal and team activities are aligned with Spark’s strategic priorities and business goals.

• Model high performance, flexibility and kindness in a rapidly changing growth environment.

• Other duties as required and assigned.

• Work may include evenings, weekends, and holidays.

Qualifications and Knowledge

• 1-2 years of direct or related experience within sales, Call Centre, customer service, marking, communication, database administration or fundraising (within a non-profit environment is an asset).

• Competent with organizational/database/reservation software systems.

• Prepared to learn new software applications to coordinate and deliver team projects.

• Prepared to meet weekly training targets and expectations.

• Prepared to work in a fast-paced environment.

• Proficient using Microsoft Office (especially Word, Excel, Outlook and Teams), as well as the Galaxy point-of-sale and order entry interface, and the EventPro event management interface.

• Proficient with internal reporting.

• Proficient with payment transactions.

• Proficient with multi-line phone systems.

• Strong ethics and ability to manage confidential data if required.

• A proven track record of adding value to an organization’s culture and initiatives.

• A positive attitude!

• Desire to work on a high performing team to achieve high impact results. Fluidity and a desire to work hard and grow are essential.

• A high degree of creativity, with the ability to leave your ego at the door.

• Willingness to learn and adapt to change.

Culture at Spark

Spark’s goal is to become one of the top 10 most-worth-visiting science centres in the world. Through skilled and confident programming, Spark will attract visitors from around the city, province and globe, and immerse them in emotive experiences as they explore ever-evolving, quirky and thought-provoking galleries.

The skilled programming at this level of success will only be possible with an organization-wide commitment to effective performance. High performance at Spark is both defined and experienced by diverse cultures and proactively advances equity among all human beings as part of the definition of effectiveness. Spark’s high performance culture is driven by a shared purpose, with team members that are united by values and proud of the reputation being built together. Here is what that looks like:

• Commitment to purpose. Everyone at Spark is a purpose-driven leader, passionate about entertaining people of all ages in creative encounters with science, technology and engineering. All work outputs reflect Spark’s values (collaboration, curiosity, courage, commitment and creativity), which help make the world a kinder, safer and better place.

• Culture of philanthropy. Spark is a registered educational charity that relies on the support of sponsors and donors to ensure it can do the work necessary to fulfill its purpose.

• Commitment to continuous learning. Individual growth is driven by a desire to be a part of the team that makes Spark one of the best science centres in the world. Every day is a professional development day at Spark. Everyone is expected to seek out learning opportunities and pursue professional growth. While this growth may be uncomfortable at times, it is embraced as part of the journey.

• Agents of change. Spark is underpinned by an experimental culture. Staff are expected and encouraged to make suggestions that can improve a program, presentation, process or service. It is also expected and encouraged for suggestions to be accepted and tried with a thank you for helping each other get even stronger .

• Coaching mindset. Sparklers are committed to helping each other become even stronger in their roles. Upgrading each other’s work is enjoyable and rewarding because teams are built on trust. Supervisor feedback feels like coaching, not criticism or punishment – bolstered by kindness, clarity and no judgement. This is how high performance teams are built.

• Winning and losing as a team. The people of Spark work together to drive action and results that are aligned with the science centre’s mission to share world-renowned, creative science experiences with the world. Healthy debate and science-based decision making is encouraged, with strong relationships that allow everyone to make big asks of each other, as well as get big things done together with a sense of urgency and excellence.

• Achieving results. Spark is dedicated to excellence in all aspects of communicating science and the organization’s work. Everyone is encouraged to set stretch goals and collaborate across all departments to meet or exceed them.

Hourly Range : $16.95 - $18.31 per hour depending on experience.

We thank all applicants for their interest. Only those selected for an interview will be contacted.

Don’t meet every single requirement? Studies have shown that women, people of colour, and persons with disabilities are less likely to apply to jobs unless they meet every single qualification. At Spark, we are dedicated to building a diverse and inclusive workplace so if you are excited about this role please apply! An excitement and passion for science can go a long way here so you may be just the right candidate for this or other roles at Spark.