Job Description

The Customer Service Representative (CSR) connects members of the public and City of Edmonton employees to services, programs and information, while focusing on delivering on our corporate promise of enabling a better life for all Edmontonians.
The CSR plays a key role in being a service ambassador proudly serving clients in a friendly, productive and efficient manner.
While building strong relationships they will apply their exceptional customer service skills, multi-tasking ability and strong oral and written communication skills to interpret customer needs, research responses and collect the required information while adhering to all City of Edmonton standards.
What will you do?

• Proudly answer questions and respond to service requests on municipal services as well as City of Edmonton employee inquiries, in a real time, high volume and fast paced environment, while ensuring a welcoming and professional experience
• Provide responsive service through all access channels including telephone, email and in person by utilizing active listening and probing skills to facilitate a resolution
• Respond to inquiries verbally and in writing effectively by applying exceptional grammar, professionalism, and accuracy
• Apply well-developed, problem-solving and technical skills by concurrently using multiple systems to handle time sensitive inquiries
• Enter and retrieve data in the customer relationship management system as well as other management systems
• Utilize strong customer service skills to effectively deal with all situations including managing difficult customers
• Apply good judgment and sound decision making skills by recognizing when to refer service concerns or difficult customer situations to the Service Experience Team in order to facilitate a successful outcome
• Keep informed of policies, regulations and procedures for all business areas by utilizing communication tools to ensure accurate information is relayed and proper processes and procedures are followed
• Keep up to date on changes and current events by utilizing tools, systems and documentation in place
• Actively participate in ongoing learning and training
• Perform other related duties as required

Qualifications

• Completion of grade 12 (high school diploma) with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school or college
• Minimum of three years of experience in a customer service environment
• Agents will be required to pass a training program with at least the minimum certification scoring

Assets:

• Previous Call Centre experience, preferably in 311 environment
• Experience using CRM, POSSE, TACS and SAP
• Customer service training certification

Skills required for success:

• Proficient typing skills
• Excellent verbal communication, sound writing, and well-developed problem-solving skills
• Highly developed customer service and telephone communication skills, with a focus on active listening
• Demonstrated professionalism, displaying a courteous, friendly and positive attitude, even in the face of challenging interactions and situations
• Experience conducting research using various tools with an emphasis on delivering accurate information
• Ability to work in a fast-paced, high-volume, detail-oriented environment with a strong focus on multi-tasking, organizational and time management skills
• Proven success performing individually and as an active, reliable and engaged team player
• Proven reliability, with a consistent record of attendance at work is a must in a real time environment
• Ability to communicate with an advanced level of written and spoken English language
• Must successfully complete the initial training program with at least the minimum certification scoring, no absence from training is permitted
• Ability and availability to work various shifts
• Demonstrated proficiency with technology such as Google Applications, Gmail and Internet including searching for information online
• Alignment to our Cultural Commitments and Leadership Competencies (

) * Embracing a culture of equity, diversity, reconciliation and inclusion

• Applicants may be tested

Conditions of Employment:

• Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement.

Work Environment:

• The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact . Learn more about our benefits .
Up to 12 permanent part-time positions
This requisition is open to internal candidates only.
Hours of Work: 20.25 - 39 hours per week, Monday to Saturday. The majority of the hours fall between 7am - 7:15pm, however may also include after-hours shifts as required.
Salary Range: $27.813 - $34.876 (Hourly) ; $58,073.54 - $72,821.090 (Annually)
Recruitment Consultant: RD/SB
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

Skills Required