Description:
We are looking to hire energetic, enthusiastic, and customer service driven individuals to work as the Online Customer Service Representative, supporting online customer service for the Community and Recreation Facility branch. They will be a passionate member of the Admissions & Customer Service unit, the first point of contact with members, citizens and user groups seeking assistance for a variety of items, such as memberships, registrations, golf, and many more items.
Some responsibilities include, but are not limited to:
- Provide timely and accurate responses to inquiries from citizens, colleagues and other departments in a professional and courteous manner
- Consistently performs transactions, registrations and bookings accurately, timely and in accordance with established policies, procedures, guidelines and business processes
- Supports administrative work for the CRF branch, including membership holds, cancellations, extensions
- Provide consistent and effective quality service to all customers, internal and external, by email, phone and other online options (future - LiveChat and ChatBot)
- Troubleshooting errors with RAMS and MoveLearnPlay, payment errors (Bambora), registration errors and other errors and escalations
- Create, edit and monitor responses for LiveChat and ChatBot project
- Monitoring customer queries, concerns and feedback to support the LiveChat and ChatBot tools
- Provide First Aid, CPR, and emergency evacuation support as needed
- Other duties as assigned
Qualifications :
- Completion of Grade 12 or High School
- A minimum of 2 years experience in customer service and cash handling is required
- Demonstrated skills in accurate, efficient and secure cash handling
- Experience with Google Applications, including GMail, Drive, Docs, Sheets is required
- Proficient skills in RAMS and MoveLearnPlay
- Proficient skills in organization, time management and prioritization
- Proficient skills in interpersonal management including collaboration, sharing and solution creating while working with others
- Proficient skills in monitoring business performance, including customer service and transaction measures
- Knowledge in computers, point of sale equipment and softwares
- Knowledge in recreation facility, attractions, and policies and procedures
- Exceptional and effective customer service when dealing with the public, staff, and volunteers
- Proven ability in decision making in accordance to established policies and procedures
- Proven ability in interpersonal management including collaboration, sharing and solution creating while working with others
- Proven ability in conflict resolution and resolving escalated customer and staff concerns
- Proven ability in written and verbal communication skills including effective facilitation skills
- Proven ability to understand and execute oral and written instructions and information
- Demonstrated ability to lead, support or actively participate in project work
- Demonstrate service excellence, embracing diversity and promoting inclusiveness
- Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit (http://bit.ly/3bH2Ztv)
- Demonstrate the foundational competencies, key behaviours and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City’s leadership competencies, please visit (http://bit.ly/2PLbz1w)
- Hire is dependent upon a Police Information Check including Vulnerable Sector check satisfactory to the City of Edmonton