Description:
As part of the Public Works Customer Service business unit, this position is the contact for external customers regarding Water Efficiency, Environmental Education, Water Quality and other Public Works Programs and Services. After hours, the CSRs also provide emergency response for situations related to the Public Works Water/Wastewater/Roads Operational Yards, Public Works Facility, Fleet & Inventory Services, Capital Construction Inspections and Environment Control.
Public Works Customer Service also provides services to Internal customers; monitoring various alarms, mailing out information, communicating with Police and Fire and completing a Central Dispatch function for the service requests documented by the Corporate Tier I Call Centre. The overnight shift is the single point of contact for calls related to Health, Peel Living, Ontario Works, Transhelp and RPAM. After hours, they are also the single point of contact for the Town of Caledon Public Works and Regulatory Services.
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 The Role Requires
- 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