Customer Service Representative

3 months ago

Dartmouth, Canada Halifax Regional Municipality Full time

**Job Posting**

**DUTIES AND RESPONSIBILITIES**:

- Review and process service requests from citizens and council.
- Redirect service requests not in the purview of Community Standards and Compliance to other HRM departments or other levels of government as required.
- Enter calls for service into the database system and schedules actions of service request.
- Dispatch officers to site requiring immediate action as required.
- Follow up with caller when required due to incomplete information.
- Provide support to staff in the field (e.g., local tracking, history checks, creating cases for officers and update cases with relevant information).
- Complete quality assurance of calls for service, close completed service requests as required.
- Provide service request update information for Citizen Contact Centre, citizens & Councillors.
- Provide back up support to licensing support staff for dog and taxi licensing.
- Responsible for daily Quality Assurance reports.
- File Management (Electronic) - ensure all closed Case files are scanned and saved appropriately before hard copy filed.
- Conduct research for reports to council and management team; comparative research with other municipalities, counties, organizations and associations.

**QUALIFICATIONS**:
**Education and Experience**:

- Grade 12 or equivalent and one year Business or Administration certificate,
- An equivalent combination of education and/or experience may also be considered
- Minimum one year administrative experience
- Minimum two years customer service experience working in a demanding professional office environment
- Minimum one year experience in basic report writing skills an asset
- Call Centre experience considered an asset

**Technical/Job Specific Knowledge and abilities**:

- Working knowledge of MS Office suite, Internet;
- Experience in dealing with confrontational situations;
- Knowledge of Hansen would be considered an asset.

**COMPETENCIES**:Customer Service, Communication, Organization & Planning, Organizational Awareness, Values & Ethics, Teamwork & Cooperation and Valuing Diversity.

**Security Clearance Requirements**: Applicants may be required to complete an employment security screening check.

**WORK STATUS**:Full-time, permanent

**SALARY**: Level 5 $29.40/ hour, NSGEU Local 222 Collective Agreement

**WORK LOCATION**: 7 Mellor Avenue, Dartmouth, NS

**CLOSING DATE**: Applications will be accepted **up to 11:59pm, on Tuesday, November 5, 202.**

**Please note**:We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted.

During the recruitment process, applicants have the right to request accommodation. Applicants invited to participate in an assessment process (such as an interview or testing) and who require accommodation, should discuss their needs with the Recruiter when invited to the assessment process.

Qualified HRM retirees may also be considered for competitions. In these circumstances, a form of employment may be offered, including term and/or contract employment.

(Position #72283718)

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