Client Services Team Shift Lead

Section 1 – Position Description

Position Title

Client Services Team Shift Lead

Full or Part time?

Full Time, 37.5 hours a week

Salary

$27.00 per hour

Benefits

As per KDSC policy after 3 months

Training

3 weeks

Position Status

Permanent Following 3 month probation

Priority will be given to Kwanlin Dün First Nation citizens, and training will be provided to support those interested in learning and growing into this role.
Section 2 - Position Summary
The CST Shift Lead supports the Client Service Supervisor in leading the Client Services Team (CST). As CST Shift Lead you are directly accountable for in ensuring visitors entering the KDCC are met with a clean, maintained facility and that all events are prepared, executed and completed to organizational standards. The CST Shift Lead helps troubleshoot and respond to last‑minute client requests, ensures tasks are completed to KDCC standards, and provides hands‑on support to daily operations. As Shift Lead, you will help guide and mentor CST staff and help ensure effective, timely communication with staff and clients, as required.
This position is full-time, with an average of 37.5 hours per week. Working hours vary throughout the week depending on event needs; this could include early mornings, evenings, and weekends, based on event demand.
Section 3 - Principal Duties and Responsibilities
The listed principal duties and responsibilities are understood as being descriptive and not restrictive in nature.
The following duties are descriptive, not restrictive:

• Maintain a clean, welcoming environment for clients and staff, through hands-on actions and the delegation of tasks to CST. This may include:
  1. Performing and assigning custodial, event and outside duties.
• Setting up, refreshing, and cleaning rental rooms, including furniture, AV equipment, and other required materials. Tearing down, resetting, and cleaning rooms following each event, through the whole KDCC property
• Ensuring all services outlined in an Event Order are completed on, or ahead of, schedule.
• Physically reviewing rental spaces to ensure they are set up and ready for clients as per Event Order.
• Performing and assigning snow removal and other outside duties such a garbage removal, lawn care and other duties according to necessity
• Work collaboratively with the CST Supervisor and fellow Shift Leads to manage and support the Client Services Team. This may include:
• 1. Assisting in training and mentoring Client Services Team members, and in ensuring timely and effective internal communications.
• Assisting the CST Supervisor with scheduling, as required.
• Following up, delegating, and supporting CST duties.
• Ensuring the safety of clients, staff, and the public by following all KDSC safety procedures and reporting incidents.
• Acting in accordance with all KDSC policies and procedures and ensuring all work practices comply with applicable Workers’ Compensation requirements and territorial legislation.
• Submitting daily management reports.
• Assist CST Supervisor in interviews
• Provide excellent customer service to clients and guests, as required. This includes:
  1. Greeting and welcoming clients and guests.
• Providing additional client support, including AV setup, troubleshooting, last‑minute event changes, and ensuring adjustments are recorded for billing.
• Providing information to visitors about the KDCC, Kwanlin Dün First Nation, and Indigenous history and culture in the Yukon.
• Leading in a pro-active and professional manner at all times
• Ensure the building is properly opened/closed and prepared for the next day.

1. Perform other related duties as assigned.

Sections 4 – Skills/Experience to help you excel in this role

1. 1+ years of consistent leadership experience. Experience training and mentoring staff and/or scheduling is considered a strong asset.
2. Proactive self-starter with ability to independently identify tasks to ensure experiences/services at the KDCC
3. Strong communication skills and ability to delegate effectively.
4. Must be physically capable of performing job duties, including regularly lifting and carrying items weighing up to 50 lbs.
5. Ability to stay calm, positive, and adaptable when faced with client demands and competing priorities.
6. Available to work flexible hours including early mornings, late evenings and weekends.
7. High level of professionalism and strong attention to detail.
8. Creative problem‑solver with strong time‑management skills.
9. Strong work ethic, honesty, and reliability.
10. Demonstrated ability to mentor team by addressing gaps in performance and modeling best practice in a solution focused manner
11. Fluent in written and spoken English.
12. Front-facing customer service experience is an asset.
13. Hands‑on experience in event setup, custodial duties, kitchen experience, supervision, or scheduling is an asset.
14. First Aid Certification is an asset
15. Experience with Microsoft Suite, Mac OS considered an asset
16. Computer and smart phone skills required

Please e-mail a resume & cover letter outlining why you feel you are an excellent candidate for this position to both [email protected] and [email protected]