Citizen Service Representative

4 months ago

Waterloo, Canada Region of Waterloo Full time

**Our Story**:
Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving, and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect, and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

**The Role**:
HOURS: Every other Weekend rotation, Days, Afternoon & Evenings

**Duties/Responsibilities**:

- Provides reception services at administration buildings (e.g., directs visitors; provides information to staff and building tenants; receives and logs information/documentation).
- Enters inquiries and responses to knowledgebase system. Updates client information in databases.
- Generates and updates customer service requests (e.g., action taken, resolution achieved, further action required), and submits to appropriate program area for action.
- Provides corporate after-hours on-call emergency response/dispatch services to support 24/7 operations. Contacts staff per call-in procedures and collective agreements, and relays information to complete service calls/emergency response.
- Sources basic information to respond (where appropriate) or refer misdirected calls to other organizations.
- Identifies/assesses need for emergency callouts and relays emergency calls per protocol.
- Guides customers to the corporate website for additional information/resources.
- Submits and fulfills requests for mailing forms and products.
- Informs management regarding technical issues, gaps, errors, and missing information in knowledgebase and website and provides suggestions to improve and update processes/ information. Provides troubleshooting for new scripts.
- Follows established time, efficiency, and service benchmarks per policies and procedures. Follows schedule for breaks, lunches, coaching sessions, and other activities.
- Orders, maintains, tracks, and sells merchandise, brochures, maps; reconciles and prepares deposits. Locks up point-of-sale machine and notifies Finance for repairs. Maintains petty cash.
- Liaises with staff, as requested to stay current on programs, services, and events, and update/ verify information provided to the public. Contacts facilities management staff regarding building issues.
- Contacts onsite security guards for assistance, as needed, including for emergency/crisis situations. Uses interpreter services, as required.
- Acts as a first point of contact for police, local cities and townships, and laboratories for emergencies related to road closures and medical outbreaks.
- Performs related duties as assigned.

**Knowledge, Skills, and Abilities**:

- Knowledge of contact centre technology (e.g., customer relationship management and knowledgebase software) and telephony, acquired through a grade 12 education and 2 years of related experience.
- Knowledge of and ability to comply with policies, procedures, and protocols. Basic understanding of the Region’s organizational structure, programs, services, and relevant legislation.
- Customer service and communication skills to determine customer needs; understand/relay information; build rapport; de-escalate with callers and communicate with customers in crisis; respond to inquiries and verify basic information; deal with sensitive information using confidentiality, courtesy, and tact; respond to unscripted emergency situations calmly and professionally; and participate as an effective team member.
- Ability to demonstrate a citizen-centered, client-driven service approach. Ability to engage in conversations/triage with residents to assess needs and ask questions to draw out and clarify further information to provide assistance.
- Organizational skills to enter data, follow scripts, maintain records, source information, and deal with multiple priorities and fluctuating call volumes.
- Ability to identify/assess urgent/emergency situations and escalate as appropriate/per protocols.
- Ability to keep knowledge current (e.g., services, service issues, departmental structures/ responsibilities, staff locations/phone numbers, Council members, events).
- Computer skills with ability to use software such as Microsoft Office, telephone software, contact centre technologies, public-facing self-serve tools, GIS, and two-way radio for dispatch. Ability to simultaneously use and navigate multiple software programs while accurately entering data.
- Ability to work shifts including weekdays, weekends, evenings, and statutory holidays as part of a regular set schedule, as required.
- Ability to support and demonstrate the Region’s values.

In addition to offering a c

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