Customer Service Agent

2 weeks ago

Fort McMurray, Canada Regional Municipality of Wood Buffalo Full time

**Requisition ID**:1492
**Affiliation**: CUPE Municipal
**Position Type**: Casual
**Number of Openings**:1
**Bi-weekly Working Hours**: As Required
**Department/ Branch**: Communications and Engagement, Pulse
**Job Location**:Fort McMurray
**Pay Level**:PL6
**Rate*: $** 38.75
**COLA**:Bi-Weekly - $480
**Closing Date (dd/mm/yyyy) **:29/01/2023
**Posting Type**:Internal and External- **COLA (Cost of Living Allowance) amount listed is based on full-time hours, for casual/part-time positions COLA will be prorated based on hours worked._

**GENERAL DESCRIPTION**:
**RESPONSIBILITIES**:

- Receive, document, research, direct, and respond to enquiries from a variety of platforms in a timely, courteous, and professional manner.
- Complete required follow up activities to ensure customer service targets are achieved.
- Efficiently manage high demand situations and provide the necessary support.
- Liaise with leader or designated personnel on developing and/or escalated issues/situations.
- Assist in conducting municipal surveys, marketing programs, and provide support for special projects.
- Maintain knowledge of municipal bylaws, municipal processes, and community information.
- Greet visitors and provide front counter reception assistance, including processing courier shipments.
- Record and store lost items turned over to the Municipality and process return of claimed items.
- Support orientation, training, and peer mentoring of new and existing employees.
- Adhere to and support development and revisions to branch policies, directives, procedures, and guiding documents.
- Adhere to confidentiality and Freedom of Information and Protection of Privacy legislation.
- Perform other related duties as required.

**QUALIFICATIONS**

**KNOWLEDGE, SKILLS, AND ABILITIES**:

- Strong verbal, written, and online communication skills enabling communication with all levels of staff and customers.
- Positive attitude and desire to provide exceptional customer service.
- Ability to deal courteously, tactfully, and effectively with a diverse range of people, using judgement, discretion and sound decision-making skills, sometimes in conflict and/or complex situations.
- Ability to maintain composure and diplomacy in a demanding work environment.
- Must exercise confidentiality and discretion with client information.
- Advanced listening skills to support transcribing detailed enquiry tickets.
- Ability to enter data quickly and accurately into required software.
- Knowledge of community characteristics to assist with resolving enquiries.
- Ability to source information and utilize all available resources to problem solve.
- Strong attention to detail, with the ability to learn quickly and retain information.
- Strong multitasking ability and able to manage a high volume of calls and requests simultaneously.
- Ability and willingness to adapt to changing priorities, technology, and procedures.
- Ability to respond, and/or support response, to customer service inquiries via social media.
- Ability to work independently and as part of a collaborative team.

**EDUCATION AND EXPERIENCE**:

- Certificate in Office Administration or Business Administration is required.
- Two (2) years of related customer service experience in a fast-paced/high volume clerical or office support position is required.

**OTHER REQUIREMENTS**:

- Ability to provide a Criminal Record Check for review and acceptance.
- Competency testing will be required as part of the interview evaluation.
- Ability to work a rotating shift that includes holidays, evening/night shift, and weekends.

**SAFETY**:
As an employee of the Regional Municipality of Wood Buffalo, the incumbent is responsible for understanding and actively participating in the RMWB’s health and safety management system, including all policies, practices, procedures, as well as properly utilizing all control measures including the required use of personal protective equipment. All employees must take reasonable care to protect the health and safety of themselves and others, as well as immediately report any concerns, near misses, incidents, and hazardous conditions to their supervisor.

**To apply: Please visit our website at jobs.rmwb.ca**

**We appreciate the interest of all applicants; however, only those individuals

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