Customer Service Associate
2 weeks ago
**Division**:
Construction, Energy and Facilities Management
**About Us**:
Serving a diverse urban and rural population of more than 475,000, Niagara Region is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and numerous community partners, the Region delivers a range of high-quality programs and services to support and advance the well-being of individuals, families and communities within its boundaries. Nestled between the great lakes of Erie and Ontario, the Niagara peninsula features some of Canada’s most fertile agricultural land, the majesty of Niagara Falls and communities that are rich in both history and recreational and cultural opportunities. Niagara boasts dynamic modern cities, Canada’s most developed wine industry, a temperate climate, extraordinary theatre, and some of Ontario’s most breathtaking countryside. An international destination with easy access to its binational U.S. neighbour New York State, Niagara attracts over 14 million visitors annually, as well as a steady stream of new residents and businesses.
At Niagara Region, we value diversity - in background and experience. We are proud to be an equal opportunity employer. We aspire to hire and grow a workforce reflective of the diverse community we serve. By doing so, we can deliver better programs and services across Niagara.
For the Region's full employee equity statement, Working at Niagara Region - Niagara Region, Ontario.
Please note that effective February 12, 2023 mandatory COVID-19 vaccinations are no longer required as per the Niagara Region’s amended COVID-19 Vaccination Policy. As a result, you will not be required to submit verification of your vaccination status before starting employment with the Niagara Region. However, the Niagara Region continues to reserve the right to reintroduce vaccination requirements in the future if necessary to respond to changing public health advice and\or government direction. The Niagara Region continues to strongly encourage everyone to remain up-to-date with vaccinations.
**JOB SUMMARY**:
The Customer Service Associate provides customer service to the general public by responding to inquiries and providing information on Regional services, public meetings and/or events, and acts as the building contact for visitors to the facility. Responsibilities include: provision of a wide variety of information to customers, assessing urgency and information needs, and responding, referring as appropriate. Answer incoming client inquiries. Track inquiries and activities to guide improvements and adjustments to processes and services. Provide administrative support. Ensure building security policies and procedures are consistently applied to protect the safety and wellbeing for all staff and visitors to the building. Participate in other projects and activities as required, in support of customer service operations.
**QUALIFICATIONS**
EDUCATION
- Completion of 1 year post-secondary diploma in office administration.
- An equivalent combination of relevant education and experience may be considered.
KNOWLEDGE/EXPERIENCE
- Minimum 1-2 years of experience interacting with the public and providing exceptional customer service.
- Previous switchboard experience in a large organization or high volume call center is considered an asset.
- Working knowledge of municipal organizations, structures, functions and services.
SKILLS
- Ability to provide exceptional customer service based on Niagara Region values.
- Strong customer service orientation, including tact and diplomacy skills necessary to deal with diversity of staff and customer base.
- Ability to communicate effectively; selecting the appropriate communication methods and tools, depending on the audience & situation.
- Ability to work both in a team and independently; taking personal responsibility for tasks and deadlines.
- Strong interpersonal and conflict resolution skills, with the ability to de-escalate difficult conversations.
- Good organizational skills with strong attention to detail and accuracy.
- Superior analytical and problem-solving skills.
- Proficient in the use of MS Word, Excel and Outlook, with the ability to learn additional programs as required.
- Ability to follow direction and work within established procedures.
- Eager and willing to undertake new tasks as assigned.
- Diversity, sensitivity and/or conflict resolution training considered an asset.
- Ability to communicate in multiple languages is considered an asset.
**Closing Statement**:
Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges TODAY
- Phone: 905-980-6000 or 1-800-263-7215
- Bell Relay: 1-800-855-0511
- In-person: Sir Isaac Brock Way, Thorold, ON L2V 4T7 - Human Resources Department
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