Description:
Public Works Customer Service operates 24 hours a day, 7 days a week, 365 days of the year.
What you will do:
- Responding tactfully and diplomatically to incoming calls from the general public, internal staff, Police and Fire in a call centre environment
- Monitor shared email inboxes and answer or direct to the appropriate contact for resolution
- Monitoring alarms for Wastewater flow monitors, Long Term Care elevators, Real Property Asset Management and the Health Department’s vaccine fridges and dispatching alarms to the appropriate contact
- Completing a Central Dispatch function for the requests for service from one of the Operational Yards documented by the Corporate Tier I Call Centre
- Fanning out emergency notifications received from the Overall Responsible Operator, Conservation Authorities and special weather alerts
- Operating the two-way radio Voice Communications System (VCOM) and providing back-up service for all talk groups
- Assessing the level of response required for all calls, radio communication, service requests and alarms
- Providing administrative support by filling orders and completing data-entry
- Documenting and maintaining accurate records of all communication and activities
- Relaying information on behalf of the callers for other Regional employees for resolution where applicable
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
- Other duties as assigned
What we require:
- Secondary school diploma, combined with a minimum one-year office experience, preferably in a front-line call centre environment
- An equivalent combination of education and/or experience may be considered
- Exceptional communication skills, both verbal and written
- Ability to work well under pressure, problem solve and deal with stressful situations
- Ability to work in a fast-paced customer service environment
- Ability to assess calls, identify issues and respond quickly and appropriately
- Detail oriented to maintain accurate records
- Collaborative team player and able to work independently with little supervision
- Strong time-management, multi-tasking and organizational skills
- Must be able to read maps
- Previous exposure to multi-lined phones and two-way radios would be an asset
- Experience using Hansen and iPal would be considered an asset
- Must be available to work an assortment of shifts including evenings, overnight, weekends and holidays
- Availability on weekdays also would be considered an asset
- Must be available to participate in the CSR on Stand-by program