Customer Service Representative - Edmonton, Canada - City of Edmonton

City of Edmonton

Verified Company

Edmonton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Customer Service Representative (Permanent Part-Time)

Job Number:

47306

The Customer Service Representative (CSR) connects members of the public and City of Edmonton employees to services, programs and information that is important, while focusing on delivering on our corporate promise of enabling a better life for all Edmontonians.

The CSR plays a key role in being a service ambassador by proudly serving clients in a productive and efficient manner.

With a focus on the City of Edmonton's Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent you will:

Proudly answer questions and respond to service requests on municipal services as well as City of Edmonton employee inquiries, in a real time, high volume and fast paced environment, while ensuring a welcoming and professional experience
Enter and retrieve data in the customer relationship management system as well as other management systems
Utilize strong customer service skills to effectively deal with all situations including managing difficult customers
Provide continuous improvement recommendations and bring forward suggestions that improve services
Liaise with other areas, including emergency services
Keep informed of policies, regulations and procedures for all business areas by utilizing communication tools to ensure accurate information is relayed and proper processes and procedures are followed
Keep up to date on changes and current events by utilizing tools, systems and documentation in place
Actively participate in ongoing learning and training
Maintain a safe and healthy workplace by promoting a clean, safe and positive work environment
Conduct oneself in a respectful and professional manner at all times
Perform other related duties as required

Qualifications:

Minimum of three (3) years of experience in a customer service environment ; 311 Call Centre experience and training are assets
Proficient typing skills
Excellent verbal communication, sound writing, and welldeveloped problemsolving skills
Highly developed customer service and telephone communication skills, with a focus on active listening
Demonstrated professionalism, displaying a courteous, friendly and positive attitude, even in the face of challenging interactions and situations
Ability to exercise good judgment in public relations when dealing with members of the public, media, all levels of staff, including elected officials
Experience conducting research using various tools with an emphasis on delivering accurate information
Excellent conflict resolution skills and the ability to diffuse any conflict issues that may arise
Ability to work in a fastpaced, highvolume, detailoriented environment with a strong focus on multitasking, organizational and time management skills
Proven success performing individually and as an active, reliable and engaged team player
Demonstrated proficiency with technology such as Google Applications, Gmail and Internet
Experience using POSSE, TACS and SAP are considered assets
Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position, there may be a cost associated with this requirement
Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City's Cultural Commitments, please visit
Demonstrate the foundational competencies, key behaviours and attributes of the City's six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City's leadership competencies, please visit
Applicants may be tested

_ Up to 14 permanent part-time positions_

Hours of Work:
hours per week, Sunday - Saturday. The majority of the hours fall between 7am - 7:15pm, however may also include after-hours shifts as required.

Salary:
$ $ Hourly)

Talent Acquisition Consultant:
RD/JF

Classification Title:
Clerk III

Posting Date:
Jul 18, 2023

Closing Date:
Jul 25, :59:00 PM (MDT)

Number of Openings (up to): 1- Permanent Full-time

Union:
CSU 52

Department:
Service Innovation and Performance

Work Location(s): 2nd Floor Edmonton Tower, Avenue Edmonton T5J 0J4