Corporate Customer Service Representative

Overview

Reporting to the Supervisor, Corporate Contact Centre, Corporate Customer Service Representatives (CCSR's) are responsible for performing a variety of customer-focused information and facilitation services for residents and customers of the City of Kitchener. CCSR's will manage a wide variety of inquiries from internal and external customers as they are directed through the city's Corporate.

Call Centre Hours: 24 hrs. a day, 7 days a week (24/7)

(Temporary Full Time for Approximately 12 months)

Responsibilities

• Provides information, redirects calls and guides customers concerning municipal functions, services, policies, and programs.
• Generates service requests on behalf of customers via City Works and Salesforce software and updates service requests to reflect such information as action taken, resolution achieved, or further action required.
• Follows up as necessary on unresolved issues and requests, occasionally requiring interactions over several weeks; finds responsible internal party to accelerate action and keeps customer apprised of resolution status.
• Must be able to prioritize incoming communications in order to ensure that emergency requests are responded to in accordance with emergency procedures.
• Documents customer complaints, requests, and issues using the Salesforce and Cityworks programs (e.g., property standards, parking).
• Delivers customer service to internal and external customers by providing information about municipal services, direction to municipal facilities and other assistance via telephone, email, social media and in person, in accordance with City customer service standards.
• Acts as initial point of contact for email to the City of Kitchener from City website contact page for emails that arrive during regular shift.
• Answers incoming telephone calls in accordance with applicable call centre processes and guides callers in accordance with Corporate Contact Centre business processes.
• Provides general information on programs and services of the Departments, Agencies, Boards and Commissions to internal and external customers.
• Research general questions concerning precise departmental responsibility for City, Provincial and Federal programs and services.
• Makes suggestions for process and information improvements and updates.
• Performs other related duties as assigned.
  
  

Education

• Minimum Grade 12 High School Diploma, plus one-year post-secondary education.
  
  

Experience

• Minimum of 1 year experience in a contact centre environment.
  
  

Additional Requirements

• Able to work all shifts, in a 24 hrs a day, 7 days a week rotation.
  
  

Knowledge, Skills, And Abilities

• Proficient with Microsoft Office (Excel, Word, Outlook) and Windows and have the ability to learn new software programs easily.
• Highly developed customer service skills.
• Good listening, speaking and written communication skills.
• Demonstrated ability to participate as an effective team member.
• Highly developed organizational and creative problem-solving skills.
• Able to find information and provide customers with answers quickly and accurately while using multiple resources, including but not limited to internet searches.
• Able to deal with customers tactfully and effectively in a fast-paced ever-changing work environment.
• Able to work in a highly structured, measurable target driven environment.
• Able to prioritize incoming calls and tasks to meet established customer service levels.
• Proven research & analytical skills and highly developed attention to detail for problem resolution and data entry accuracy.
• Able to operate multiple systems concurrently, including but not limited to; multiple software applications, radio/dispatching consoles, and telephony hardware.
• Able to remain composed during emergency situations and respond in accordance with established guidelines; including but not limited to; alarm monitoring for City facilities & pumping stations, emergency natural gas & C/O phone line, confined space entry monitoring, and sewer/water emergencies.
• Reliable with a good attitude and employment record.