Customer Service Representative

Description:

Display empathy by recognizing emotions and understanding customer perspectives to better support them through situations
Handle upset customer and complaints with high stress tolerance and resilience
Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
Collect, organize, and analyze information to respond to customer inquiries
Professionally represent the City of Regina by applying customer service principles, practices and techniques in communicating policies, procedures and processes
Handle large sums of money, keep records of account, and perform cash balancing, in accordance with cash handling policies and procedures
Accurately perform complex mathematical calculations
Interpret various maps and computer-based mapping tools (GIS) for the purpose of communicating information and responding to service requests
Process a large volume of records and transactions while maintaining close attention to detail
Use judgement and discretion in handling confidential customer information
Interpret, apply, and explain established policies and procedures
Maintain professionalism, courtesy, and composure always.
Ability to effectively handle both favorable and unfavorable customer interactions
Communicate clearly and effectively both orally and in writing demonstrating skill in adapting diverse communication techniques
Evaluate situations, identify problems, and exercise sound independent judgement within established guidelines
Work in a team-based environment and achieve common goals.
Demonstrated proficiency in a windows PC environment utilizing a multi-screen configuration. A minimum keyboarding speed of 50 wpm is required.
Demonstrated ability to handle multiple priorities, organize workload and meet deadlines.

Education & Experience:
The knowledge, skills and abilities required for this position are obtained through successful completion of Grade Twelve, and three (3) years’ experience in a front-line customer service environment. Call Centre experience and additional customer service training is an asset.

Working/Other Conditions:
Work independently in a team based, open office environment with minimal supervision, demonstrating sound judgement and a high degree of concentration and composure in a stressful environment.
Perform repetitive hand movements and work in a structured environment.

✓ Note: Testing may be done to evaluate knowledge, skills and abilities.
✓ Note: As per the City of Regina's Criminal Record Check Policy , the successful candidate is required to provide a satisfactory criminal record check.
✓ Note: Successful candidates will be required to provide proof of acquired education.