Job Description

Under the general supervision of the Customer Service Supervisor, the Clerk B - 2nd Tier Clerk is responsible for providing effective customer service for the division and ensuring requests for services are received, recorded and resolved.

As the

Clerk B - 2nd Tier Clerk,

you will:

Monitor 311 queues for Streets Maintenance, and act as the 2nd tier call center for Public Works related services. Respond to phone calls transferred from 311 on various Public Works items. Monitor 311 email inboxes (Escalations and PW Customer Service). Provide front desk customer service/reception.

Your education and qualifications include:

Grade 12 education or G.E.D. (General Education Diploma) or equivalent.

24 months prior related work experience. Demonstrated experience providing front-facing customer service in a fast paced environment.

Demonstrated experience working in a call center environment.

Ability to communicate effectively, both verbally and in writing.

Ability to multi task by simultaneously performing functions such as active listening, navigating between computer programs and entering detailed information. Ability to exercise sound judgment, deal tactfully and maintain composure during difficult situations.

Ability to work under minimal supervision.

Ability to establish and maintain positive working relationships with employees at all levels of the organization, external contacts and the public, in accordance with the Respectful Workplace Standard. Experience in using Microsoft Office (Word, Excel, Outlook)

Knowledge of Kana system, IView and Lagan would be an asset.

Demonstrated fluency in both French and English.

IMPORTANT

: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://www.canalliance.org/en/ at application.

Conditions of employment:

The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid. * The successful incumbent of the bilingual position will have demonstrated fluency in both French and English, subject to testing.