Customer Service Representative

Description:

• Receiving and providing accurate information requests to the public and internal clients in a clear, courteous and professional manner as it relates to a wide array of City services and programs.
• Receiving, evaluating, responding to and processing requests for services and documenting and recording requests in a number of computer based software applications;
• Receiving, researching, assessing evaluating, documenting/recording and responding to customer concerns and complaints in order to provide issue resolution;
• Processing a variety of financial transactions for City services and programs including collection of overdue parking funds, property taxes, and administrative penalties for the corporation;
• Processing permits, applications and licenses including issuing marriage licenses and commissioning various customer documents as Commissioner of Oath;
• Researching, documenting and suggesting additions/edits to corporate knowledge base and assisting in quality assurance initiatives; and
• Assisting in marketing initiatives and market research projects (e.g. conducting customer satisfaction surveys) and providing representation at special events and open house sessions.

Requirements

• Two (2) years post-secondary diploma in Office Administration Executive, Communications or 911 Emergency and Call Center Communications plus 3 years of relevant customer service experience in a call center environment.
• Established skills and experience using a variety of software applications (e.g. Microsoft Office Suite, Lagan, Officer Enforcement, Manta, IntelliManager, IntelliPOS and ArcGIS).
• Proven ability to easily learn and adapt to new software applications. Demonstrated proficiency and comfort with technology.
• Demonstrated customer service experience along with effective conflict resolution and communication skills to deal effectively and courteously with the public and staff and an ability to respond to inquiries by telephone, in person and in writing.
• Ability to de-escalate a situation at a first call resolution level
• Excellent interpersonal skills with the ability to establish and maintain positive working relationships.
• Excellent organizational and problem-solving skills.
• Ability to work independently, quickly and competently with frequent interruptions in a multi-task environment and ability to work under pressure in order to meet service level standards.
• Ability to maintain the confidentiality of information, exercise judgement and tact in dealing with sensitive matters and responding to inquiries. Personal qualities of maturity and reliability are required.
• Ability to work shifts as required.
• Must be bondable.