Service Simcoe Representative

2 weeks ago

Midhurst, Canada County of Simcoe Full time

Requisition Title
- Service Simcoe Representative
- Close Date
- 22 November 2023
- Contract Type
- Temporary - Part Time
- Location
- Midhurst, ON L9X 1N6 CA (Primary)- Job Description

***:
Perform various tasks associated with providing customer service and information to the public regarding all County of Simcoe services. Respond to customer complaints and inquiries, research information, liaise with internal staff and contracted service providers regarding investigations, then facilitate responses with the public accordingly in a highly effective manner. Drive the activities of internal/external service providers by initiating work orders. Identify trends that impact the County’s operations and performance indicators, and report to the Contact Centre Supervisor. Act as an ambassador for the County of Simcoe in dealings with the public and display a positive image at all times.

Anticipated Duration: 3 months, or as extended.

**DUTIES AND RESPONSIBILITIES (not listed in order of priority)**:
3. Utilize a knowledge base system to research policies and procedures pertaining to County operations, ensure data is current and maintain/update knowledge base as required.

4. Ensure that issues are resolved and results communicated back to the public in a professional manner within a pre-determined timeframe.

5. Maintain records and files of all customer communications received.

6. Process a variety of financial transactions on behalf of the County.

7. Maintain a high awareness of the entire County’s operations, procedures, and policies to provide exceptional customer service to the public.

8. Deal with sensitive/confidential issues on a routine basis demonstrating sound judgement.

9. Track, monitor, and report verbally or in writing, trends and issues that impact County operations and performance indicators.

10. Provide input and suggest practices and procedures that could improve customer service throughout the County’s departments.

11. Assist in marketing initiatives and market research projects such as customer satisfaction surveys, focus groups, and special events including open house sessions which promote county projects.

12. Provide general administrative support services as assigned. Assist the Contact Centre Supervisor with special projects as required.

13. Perform all other duties as assigned.

14. Comply with provincial and County occupational health and safety legislation, regulations, policies and procedures.

15. Maintain confidentiality in accordance with the Municipal Freedom of Information and Protection of Privacy Act.

**CORPORATE COMPETENCIES**:

- Has knowledge of and demonstrated ability in our corporate competencies:
- Acts with the Customer in Mind
- Ensures Accountability
- Continuously Seeks to Improve Work Processes
- Collaborates
- Communicates with Impact
- Is Resilient

**EDUCATION, TECHNICAL SKILLS AND CERTIFICATION**:

- Grade 12 High School Diploma.
- Proven ability to efficiently analyze problems, formulate plausible solutions and implement effective final decisions.
- Exceptional mediation skills required to effectively deal with all involved parties in time of conflict and act as a mediator.
- Demonstrated ability in actioning resolutions for customers by gathering facts, developing best practices and alternate approaches to be recommended to senior management.
- Hands on experience with proofing marketing mockups and/or involvement with Customer Satisfaction Surveys are assets.
- Expertise in the analysis of performance indicators and determining viable solutions for the consideration of senior management to determine future strategic directions of the Corporate Services Department.
- Proven record in tracking customer issues, presenting data and making recommendations for operational improvements to senior management.
- Ability to work in a fast paced environment, strong multi-tasking skills.
- Enjoys working in both a team environment and independently.
- Skills, Knowledge and Abilities to be tested.

**EXPERIENCE**:

- Three (3) years customer service experience within a call centre environment.
- Extensive experience in resolving high volumes of escalated customer complaints at the first call resolution level within a call centre environment.

**EFFORT**:

- Visual and mental effort is required when listening on the phone and taking notes simultaneously.
- Intermediate periods of sitting are required (from one to two hours at a time) where incumbents cannot get up and move around.

**WORKING CONDITIONS**:

- Incumbents are exposed to emotional (angry, upset, abusive, etc.) people on a frequent basis and are occasionally exposed to foul language or verbal abuse.
- Salary Grade
- $29.11 - $33.99
- Union
- CUPE 5820.01

Personal information provided is collected under the authority of the Municipal Act (2001) and will be used to determine eligibility for employment.

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