Citizen Service Representative

5 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

  • Citizen Service Representative

    2 months ago

    Waterloo, Canada Region of Waterloo Full time

    Citizen Service Representative **Job Number**:1527 **Job Type**: Full-Time **Temp Contract Length**: **Location**: 99 Regina St S - Public Health & Community Serv **Job Category**: Administration **Number of Positions**:1 **Department**: Service First Contact Centre Operations C **Division**: Human Resources and Citizen Service **Hours of Work**:...

  • Citizen Service Representative

    5 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,...

  • Citizen Service Representative

    5 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,...

  • Customer Service Representative

    2 months ago

    Waterloo, Canada Top Level Taekwondo & Martial Arts Academy Full time

    **Customer Service Representative**: Make an impact, help empower the next generation of leaders, work as part of a highly effective team. Do you have what it takes? Top Level Taekwondo is scheduled to open our 4th location this October in Waterloo Ontario! Due to being a new business that is building it's clientele, we are able to offer 10 hours per week...

  • Financial Services Representative

    3 weeks ago

    Waterloo, Ontario, Canada CB Canada Full time

    pbCustomer Service Representative - French Job Summary/b/ppCB Canada is seeking a skilled Customer Service Representative to provide exceptional support to clients in the financial sector. As a bilingual representative, you will be responsible for handling customer inquiries, processing transactions, and ensuring accurate and timely completion of...

  • Customer Service Representative

    21 hours ago

    Waterloo, Ontario, Canada Fita Renovation Full time

    Job Title: Customer Service RepresentativeFita Renovation is seeking a skilled and enthusiastic customer service representative to join our team. As a receptionist, you will be the first point of contact for clients and visitors, providing exceptional service and support.The ideal candidate will have excellent communication skills, be able to multitask, and...

  • Customer Service Representative

    3 weeks ago

    Waterloo, Ontario, Canada beBee Professionals Full time $25,000 - $35,000

    BeBee Professionals in Waterloo is looking for a Customer Service Representative to provide exceptional service to our customers. Key responsibilities include processing customer purchases, handling cash and credit transactions, and maintaining a clean and organized checkout area.Key Responsibilities:Process customer purchases and handle cash and credit...

  • Customer Experience Representative

    5 months ago

    Waterloo, Canada SNDL Full time

    Job Title Customer Experience Representative Job Description About SNDL SNDL is the largest private-sector liquor and cannabis retailer in Canada with retail banners that include Ace Liquor, Wine and Beyond, Liquor Depot, Value Buds, and Spiritleaf. SNDL is a licensed cannabis producer and one of the largest vertically integrated cannabis companies in...

  • Support Services Representative

    2 months ago

    Waterloo, Ontario, Canada beBee Professionals Full time $30,000 - $45,000

    Customer Service Representative OpportunityWe are seeking a skilled and dedicated Customer Service Representative to provide exceptional service to our customers at beBee Professionals in Waterloo, Canada.Key Responsibilities:Respond to customer inquiries via various channels, ensuring timely and professional resolutions.Provide accurate information about...

  • Support Services Representative

    2 months ago

    Waterloo, Ontario, Canada beBee Professionals Full time $30,000 - $45,000

    Customer Service Representative OpportunityWe are seeking a skilled and dedicated Customer Service Representative to provide exceptional service to our customers at beBee Professionals in Waterloo, Canada.Key Responsibilities:Respond to customer inquiries via various channels, ensuring timely and professional resolutions.Provide accurate information about...

  • Customer Service Representative

    1 month ago

    Waterloo, Ontario, Canada CB Canada Full time

    Job Title: Customer Service RepresentativeWe are seeking a highly skilled and bilingual Customer Service Representative to join our team at CB Canada. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, handling financial and non-financial transactions, and ensuring that all tasks are...

  • Customer Service Representative

    1 month ago

    Waterloo, Ontario, Canada CB Canada Full time

    Job Title: Customer Service RepresentativeWe are seeking a highly skilled and bilingual Customer Service Representative to join our team at CB Canada. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, handling financial and non-financial transactions, and ensuring that all tasks are...

  • Customer Service Representative

    3 weeks ago

    Waterloo, Ontario, Canada Metro Full time

    Position Title: Customer Service Representative - Part TimePosition Type: PermanentRequisition ID: 40022Banner: Food BasicsEmployment Type: Part-TimeLocation: WaterlooAs a Customer Service Representative at Food Basics, you will be the face of our brand, providing exceptional customer service and creating a welcoming shopping experience for our customers....

  • Bilingual Customer Service Representative

    3 weeks ago

    Waterloo, Ontario, Canada International Financial Group IFG Full time

    Job Title: Bilingual Customer Service RepresentativeJob Summary: We are seeking a highly skilled Bilingual Customer Service Representative to join our team at International Financial Group IFG. The successful candidate will be responsible for providing exceptional customer service to clients in both English and French.Key Responsibilities:Process telephone...

  • Guest Services Representative X2

    5 months ago

    Waterloo, Canada Conestoga Mall - Primaris REIT Full time

    **Guest Services Representative** (Part Time) Primaris REIT is currently hiring 2 dedicated and enthusiastic Guest Services Representatives to join our team at our Conestoga Mall in Waterloo, ON. If you have a genuine passion for delivering exceptional customer service and thrive in a dynamic, fast-paced environment, this exciting opportunity is perfect for...

  • Customer Service Representative

    5 months ago

    Waterloo, Canada Stemmler Meats & Cheese Full time

    **Help Wanted: Part-Time Customer Service Representative** Come grow with us! Stemmler Meats & Cheese is experiencing continuous growth and have an immediate opening for a part-time **Customer Service Representative **position in **Waterloo, ON**. Key Responsibilities and Qualifications include, but are not limited to the following: **Key...

  • Client Service Representative

    5 months ago

    Waterloo, Canada University of Waterloo Full time

    Overview: **Term: 1 Year** The Campus Wellness Administration team serves the University of Waterloo community by supporting all units within Campus Wellness (Health Services, Counselling Services and Health Promotion) with effective, efficient, collaborative, and client-focused administrative service. This role is accountable to the Client Service Manager...

  • Customer Service Representative

    3 weeks ago

    Waterloo, Ontario, Canada Wholesale Club Full time

    About the Role:We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our store team, you will be responsible for providing exceptional customer service, maintaining a clean and organized store environment, and supporting the sales floor team in achieving sales goals.Key...

  • Storage Customer Service Representative

    5 months ago

    Waterloo, Canada U-Haul Full time

    **Storage Customer Service Representative**: Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Storage Customer Service Representative. As a Storage Customer Service Representative, you will work as part of a support team to be the face of U-Haul Company’s exceptional service ensuring...

  • Customer Service Representative

    3 weeks ago

    Waterloo, Ontario, Canada Fita Renovation Full time

    Fita Renovation is seeking a skilled Customer Service Representative to join our team. In this role, you will be responsible for greeting clients and directing them to the appropriate contacts or service areas. You will also maintain accurate work records and logs, perform various clerical duties, and answer phone calls and relay messages.The ideal candidate...