311 Contact Centre Agent

7 days ago

Dartmouth, Canada Halifax Regional Municipality Full time

Job Posting-
DUTIES AND RESPONSIBILITIES:
  • Provide accurate information to both the public and internal clients in a clear, courteous and professional manner as it relates to a wide array of HRM services.
  • Determines information needs and records in a number of computer based systems customer feedback information and technical data. This information can be in the form of complaints, compliments, suggestions, requests for service.
  • Through use of Hansen and by adhering to established procedures, the Agent ensures that requests for service and other public inquiries are distributed in a timely manner and concerns are brought to the attention of the responsible employee.
  • Utilizes the twoway radio system to relay information/service requests to outside workers.
  • Undertake administrative responsibilities such as faxing, typing and general office procedures as required within the contact centre.
  • Conducts research on HRM programs and services to meet needs of agents for information.

QUALIFICATIONS

Education and Experience:

  • Grade 12 and a two year diploma from a recognized educational institution in Office/Business Administration (a suitable combination of training and experience may be considered)
  • Three years recent experience (within the last 5 years) in a Customer Service role dealing directly with members of the public, OR one year recent experience (within the last 5 years) in an inbound Customer Service Contact Centre environment
  • Knowledge of HRM business unit functions and procedures including transit routes, recycling programs etc.
  • Contact Centre experience will be considered an asset.

Technical / Job Specific Knowledge and Abilities:

  • Demonstrated awareness of the latest information technology and proficient in the use of software including but not limited to: Microsoft Office Suite, enterprise wide systems used for workflow and customer relationship management is required
  • Keyboarding skills up to 50 wpm.
  • Bilingualism is considered an asset.
  • Good attendance and work record including punctuality and reliability will be taken into consideration.

Security Clearance Requirements:
Applicants may be required to complete an employment security screening check.-
COMPETENCIES:Communication, Customer Service, Teamwork and Cooperation, Analytical Thinking, Conflict Management, Values & Ethics, Valuing Diversity

WORK STATUS:

One (1) permanent full-time position and One (1) temporary full-time position for up to 18 months.-
SALARY: Level 5 - $26.

90 per hour as per NSGEU Local 222 Collective Agreement (Employees will be compensated 90% of this rate for the probationary period)

WORK LOCATION:

21 Mount Hope Ave, Eric Spicer Building, Dartmouth, NS
CLOSING DATE:Applications will be received up to 11:59 pm on Sunday, April 16, 2023
Please note:We thank all applicants for their interest in this position.

Only those applicants selected for interview/testing will be contacted.

  • During the recruitment process, applicants have the right to request accommodation. Applicants invited to participate in an assessment process (such as an interview or testing) and who require accommodation, should discuss their needs with the Recruiter when invited to the assessment process.
- (Position # , #

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