Customer Service Analyst

2 weeks ago


Richmond, Canada City of Richmond BC Full time

**Customer Service Analyst**:
The City of Richmond is committed to be the most appealing, livable, well-managed community in Canada, a goal that is only made possible by developing our most valuable asset - _our people_. This is a great opportunity to join our team and shape our community. The City of Richmond offers competitive pay programs, comprehensive benefits and attractive incentives. If you are looking to make a difference, and to share our vision “to be the most appealing, livable, and well-managed community in Canada”, then please apply.

**Overview**:
Under the supervision of the Business Improvement Analyst, an incumbent is responsible for performing detailed analysis to support departmental operations and corporate initiatives related to customer service modernization, digital transformation and process improvement. The incumbent undertakes data collection and analysis, assists with process mapping and documentation, and coordinates solution testing and activities. The incumbent also supports the successful implementation and adoption of improved services and processes by undertaking activities such as developing and updating standard operating procedures, tracking and reporting issues, and creating and updating various internal and external facing communication materials. Sound independence of judgement and action is exercised in performing established duties, while matters that require mediation are discussed with a superior who evaluates performance for quality and effectiveness.

**Examples of key responsibilities include, but are not limited to**:

- Performs detailed analysis using business intelligence and other data analysis tools to support operational decision making that enhances customer service processes, services and programs.
- Identifies available data sources; conducts data collection; undertakes analysis related to Customer Service operations; creates regular and custom reports for a variety of audiences.
- Supports the development and monitoring of key performance indicators and dashboards related to customer service delivery.
- Supports the continuous improvement of customer service delivery for the City of Richmond; identifies and recommends opportunities to improve internal processes and public facing services.
- Supports the development of customer journey maps and/or other analytical methods to identify and address pain points in order to improve the customer experience.
- Supports the needs of the Customer Service Section by performing a variety of administrative tasks; performs other related work as required.
- Liaises with the Business Improvement Team to document business and technical requirements related to existing, new or improved processes or services.
- Supports the implementation and adoption of improvements to processes and services; undertakes change management initiatives; develops communication plans; identifies training needs; facilitates training sessions; develops and/or updates standard operating procedures.
- Assists with the design and facilitation of user acceptance testing (UAT) related to the implementation of new or improved services.
- Establishes and maintains positive working relationships; collaborates with key stakeholders and staff at various levels and in multiple departments to support successful execution of cross-functional initiatives that improve the customer experience.
- Collaborates with cross-functional team members from IT, Business Improvement and individual business units; documents and analyzes customer service processes and related business operations.

**Knowledge, Skills & Abilities**:

- Sound knowledge of municipal service delivery related to business licences, building permits and/or other public-facing services administered by the Customer Service Section.
- Sound knowledge of techniques, methods, or tools related to customer experience design such as customer journey mapping, persona development, wireframe and prototype creation.
- Ability to productively manage and respond to change by maintaining a positive attitude and undertaking activities such as documenting processes and procedures, and developing communication materials.
- Ability to exercise analytical and critical thinking skills, identify opportunities for continuous improvement and to formulate recommendations at times without established guidelines.
- Skill in the collection and analysis of operational data using MS Excel or other business intelligence tools of software programs.
- Skill in the use of software programs and enterprise systems used by the City, including MS Office, REDMS, Oracle CRM, AMANDA, IPS and other related programs and systems.

**Qualifications and Experience**:

- Completion of a Diploma in Business Administration, Data Analysis, Local Government Administration, Business Analysis, or a related field.
- Experience with business intelligence tools and analysis of large data sets in a municipal government environment is preferred.



  • Richmond, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** - The Customer Service Officer (CSO) position supports teams of Relationship Managers/Analysts and/or Account Managers in meeting the day to day needs of the customers of those portfolios, as well as to onboard new customers to the bank....

  • Customer Service

    4 days ago


    Richmond, Canada Winning Cargo International Logistics Full time

    Job description: Tracking, Tracing and updating the status of shipments on a daily basis. Accurate and timely data entry into company system. Maintain strong and effective relationship with all service providers. Seek business chance and pass to sales department. Have the desire to understand the operation process flow and constantly seeking improved way...


  • Richmond, Canada Applied Biological Materials Inc Full time

    **Responsibilities** will include, but not limited to: - Handle and manage customer inquiries and orders while ensuring high quality and timely expedition of customer requests - Provide guidance and product support to assist customers with resolving product issues - Collaborate with logistics team on product shipment and relevant documentation - Follow up...


  • Richmond, Canada Tonks towing Full time

    **Responsibilities**: - Dispatch calls to drivers - Working directly with customers to book a variety of services - Working directly with drivers in all locations, giving call information and problem solving - Operate walk-up window to process payments and impound lot incoming and outgoing. - Maintaining professional customer service with team members,...


  • Richmond, Canada Tonks towing Full time

    **EXPERIENCE IN DISPATCHING IS A MUST**: - **Responsibilities**: - Dispatch calls to drivers - Working directly with customers to book a variety of services - Working directly with drivers in all locations, giving call information and problem solving - Operate walk-up window to process payments and impound lot incoming and outgoing. - Maintaining...

  • Data Analyst

    2 weeks ago


    Richmond, Canada Flair Airlines Ltd. Full time

    **Want to be part of a team that's changing the way Canada travels?** As Canada’s largest independent ultra-low-cost airline, that’s exactly what we’re doing at Flair Airlines. By consistently offering airfares that are a fraction of the ticket prices of “those other airlines”, we are making air travel an affordable option for millions of...


  • Richmond, Canada Reddy's Auto Cosmetics Inc. Full time

    **JOB REQUIREMENTS**: **Education**: - Secondary (high) school graduation certificate **Experience**: - 1 year to less than 2 years **Tasks**: - Address customers' complaints or concerns - Answer inquiries and provide information to customers - Explain the type and cost of services offered - Issue receipts and other forms **Work conditions and physical...


  • Richmond, Canada National Cargo Services Inc. Full time

    **SKILLS**:_ - Excellent communication - Coordinate between different departments. - Proven problem resolution skills and the ability to effectively multi-task - Microsoft word, excel, outlook. - Excellent customer service skills - Outgoing and enthusiastic personality - Full-time availability - **Job Description**_ - Assists customers at the front desk...

  • customer service agent

    Found in: Talent CA 2 C2 - 2 weeks ago


    Richmond, Canada True Stitch Marine Inc. Full time

    Education: Secondary (high) school graduation certificateExperience: 3 years to less than 5 yearsTasksAnswer written and oral inquiriesAnswer inquiries and provide information to customersArrange for refunds and creditsExplain the type and cost of services offeredIssue receipts and other formsReceive and log complaintsReceive paymentsTake customers'...

  • customer service agent

    Found in: Talent CA 2 C2 - 1 week ago


    Richmond, Canada True Stitch Marine Inc. Full time

    Education: Expérience: EducationSecondary (high) school graduation certificateTasksAnswer written and oral inquiriesAnswer inquiries and provide information to customersArrange for refunds and creditsExplain the type and cost of services offeredIssue receipts and other formsReceive and log complaintsReceive paymentsTake customers' ordersPromote sales to...

  • Call Centre Agent

    7 days ago


    Richmond, Canada Innovation Networks Inc Full time

    Education: College/CEGEP - Experience: 7 months to less than 1 year - or equivalent experience **Work setting**: - Help desk **Tasks**: - Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced - Consult user guides, technical manuals and other documents to research and implement...


  • Richmond, Canada ABL Employment.com Full time

    We are looking for someone energetic and enthusiastic to join our team! You will be working at the sales counter performing customer service duties. Don’t worry – you don’t need to make any outbound sales calls! You will be assisting existing customers in finding / negotiating the price point of items. This is a fulltime role with fabric company!...


  • Richmond, Canada ABL Employment.com Full time

    We are looking for someone energetic and enthusiastic to join our team! You will be working at the sales counter performing customer service duties. Don’t worry – you don’t need to make any outbound sales calls! You will be assisting existing customers in finding / negotiating the price point of items. This is a fulltime role with fabric company!...


  • Richmond, Canada ABL Employment.com Full time

    We are looking for someone energetic and enthusiastic to join our team! You will be working at the sales counter performing customer service duties. Don’t worry – you don’t need to make any outbound sales calls! You will be assisting existing customers in finding / negotiating the price point of items. This is a fulltime role with fabric company!...

  • Financial Analyst

    3 days ago


    Richmond, Canada PEAK PRODUCTS MANUFACTURING Full time

    Financial Analyst- The Peak Group of Companies is a leader in home improvement, supplying a vast array of innovative products throughout Canada and the United States. Peak is a highly valued, strategic partner of Home Depot. Our unique business platform perfectly aligns with Home Depot’s do-it-yourself and professional customer, and our best in class...


  • Richmond, Canada M.Gate Group Full time

    The best CSRs are excited to help customers. They’re patient, empathetic, and passionately communicative. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond...


  • Richmond, Canada Fresh Start Foods Full time

    Join one of the BEST teams in the Industry - At Fresh Start Foods you'll find qualified professionals that stand out with their experience and understand that customers are at the centre of everything we do.- We are seeking individuals: - Who are customer centric - Who are able to deliver on their commitments - Who value individual excellence and collective...


  • Richmond, Canada ADVANTAGE BOX COMPANY LIMITED Full time

    **Advantage Box, based in Richmond, BC,** is a leading manufacturer and wholesaler of boxes, supplies, and equipment to the moving, restoration, and self-storage industries across Canada. Advantage Box is an exciting place to work! We're fast paced, entrepreneurial, and made up of a team of people who are all pulling in the same direction. Advantage Box is...

  • Technical Analyst

    6 days ago


    Richmond, Canada Flair Airlines Ltd. Full time

    **Want to be part of a team that's changing the way Canada travels?** As Canada’s largest independent ultra-low-cost airline, that’s exactly what we’re doing at Flair Airlines. By consistently offering airfares that are a fraction of the ticket prices of “those other airlines”, we are making air travel an affordable option for millions of...

  • Support Analyst II

    5 days ago


    Richmond, Canada WorkSafeBC Full time

    Overview Overview We're looking for experienced Support Analyst II to provide internal and external stakeholders with business application and technology first-level support within a helpdesk environment. Do you have experience supporting channels including phone or email support and specialize in collaboration tools such as video conferencing and...