Customer Service Representative - Halifax, Canada - Halifax Regional Municipality

Description

8731BR

Customer Service Representative

Job Posting

Halifax Regional Municipality is inviting applications for the two (2) permanent full-time positions of Customer Service Representative in Infrastructure Maintenance & Operations, Public Works. We encourage applications from qualified African Nova Scotians, racially visible persons, women in non-traditional positions, persons with disabilities, Aboriginal persons and persons of the LGBTQ+ community. HRM encourages applicants to self-identify.
DUTIES AND RESPONSIBILITIES:

Provide accurate customer service to public and internal clients in a courteous and professional manner;

Act as a Tier 2 information resource for Citizen Contact Centre Agents;

Ensure timely delivery of all services both internally and externally;

Receive service requests, initiate response process, and follow up on service request status until completed;

Determine HRM lines of responsibilities for service, infrastructure and property concerns and follow up until responsibility transfer is resolved;

Determine applicable service providers for external responsibilities and initiate contact and response process;

Record and track all pertinent service request information through the CRM system or other methods as required;

Generate service request reports as required;

Provide service request follow up and notification of actions to citizens;

Maintain high degree of security and confidentiality;

Answer inquiries from the public, elected officials, and other employees regarding services, general policies, and procedures of Public Works;

Effectively handle stressful situations regarding client concerns and complaints;

Organize and prioritize multiple tasks to meet deadlines;

Provide a centralized point of contact for the public regarding other Public Works departments, agencies and services;

Performs other duties as assigned.

QUALIFICATIONS
Education and Experience:

Grade 12 and a diploma from a recognized educational institution in Office/Business software applications, or suitable combination of education and experience;

Minimum three years' experience in a related point of contact customer service environment.

Technical / Job Specific Knowledge and Abilities:

Broad knowledge of Public Works or Municipal Operations' departmental functions and procedures;

General knowledge of HRM departments and programs;

Thorough knowledge of Total Quality Management and client service principles;

Thorough knowledge of the use of office equipment;

General knowledge of Municipal by-laws and regulations;

Competency with various software programs, (Windows 7, MS Outlook, MS Word, MS Excel, Hansen; ArcGIS competency would be considered an asset);

Ability to effectively manage customer concerns, complaints and compliments;

Ability to effectively organize work;

Ability to effectively problem solve;

Ability to effectively research and provide information quickly and accurately;

Ability to communicate effectively both orally and in writing;

Ability to work independently;

Ability to effectively handle stressful situations.

Security Clearance Requirements: Applicants may be required to complete an employment security screening check.

Please note – Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer's discretion.

HRM takes the health and safety of its job applicants and employees seriously. Where possible, recruitment testing and interviews will be done by way of phone, video conference, or other virtual means to assist with and encourage social distancing. For applicants with concerns about computer or internet access or to request another accommodation to the recruitment process, please contact your HR representative or

COMPENTENCIES: Customer Service; Communication; Organization and Planning; Teamwork and Cooperation; Valuing Diversity.

WORK STATUS: Permanent, full time

HOURS OF WORK: Monday to Friday, 7:30 am to 3:30 pm; 35 hours per week

SALARY: Level 5, $29.40/hour as per NSGEU Local 222 Collective Agreement

WORK LOCATION: 3800 MacKintosh

CLOSING DATE: Applications will be received up to 11:59pm May 5th, 2024

This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.