Customer Service Specialist

3 months ago

Richmond, Canada City of Richmond BC Full time

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

- Ensuring adequate staffing coverage in all areas of the Customer Service Section to maintain a seamless workflow and respond promptly to inquiries from internal and external customers.
- Providing comprehensive training, mentorship, and guidance to junior staff members, empowering them to deliver exceptional customer experiences.
- Drafting, updating, and maintaining process and procedure documents, ensuring efficient operations and adherence to the highest service standards, ultimately enhancing the customer journey.
- Assisting departmental supervisors in handling special projects and assignments, contributing to innovative solutions for an enhanced customer experience.
- Providing accurate and helpful information, assistance, and guidance to internal and external customers regarding City operations, services, programs, and events, ensuring customers are well-informed.
- Creating service requests and rental agreements and coordinating City Hall tours while ensuring smooth event and meeting set-ups.
- Maintaining awareness of City activities, programs, and political issues, while diligently monitoring information sources for accuracy so customers receive accurate, consistent and up-to-date information.
- Processing a variety of permits diligently, ensuring completeness and accuracy to streamline approval procedures.
- Supporting the needs of the Customer Service Section by performing various administrative tasks as required.

**Knowledge, Skills & Abilities**:

- Possess considerable knowledge of Point of Sale (POS) cashiering and clerical methods.
- Sound knowledge of relevant bylaws, procedures, policies, and regulations related to the work performed.
- Sound knowledge of departmental reference material and automated information systems related to the work performed.
- Sound knowledge of the roles of other departments to ensure seamless coordination when assisting customers with various inquiries.
- Ability to train, mentor and coordinate the work of junior staff.
- Ability to perform cashiering duties accurately with mínimal supervision.
- Ability to deal effectively and courteously with the public and maintain effective working relationships with other employees.
- Ability to extract factual information from various sources and to assist in compiling material for departmental handouts.
- Assist customers with rental-related inquiries, coordinate tours, events, and displays, and create rental agreements, ensuring seamless customer experiences.
- Ability to set up AV equipment at City Hall meeting rooms as required.
- Ability to operate a high-volume computerized switchboard.
- Ability to use REDMS or a similar records management system.
- Ability to work in a team environment.
- Ability to multitask, work well under pressure, and handle stressful situations with professionalism, ensuring consistent, high-quality customer experiences.
- Ability to work with mínimal direct supervision and deal tactfully and effectively with the general public, municipal officials and employees.
- Demonstrates resiliency in a municipal environment, navigating uncertainties like COVID-19 and adapting to service delivery changes brought about by digitization.
- Ability to perform physical duties related to the work, which involves moving, carrying, pushing and/or pulling equipment or furniture that may weigh up to 10 kgs (22 lbs).

**Qualifications and Experience**:

- Successful completion of Grade 12 or equivalent, supplemented by up to one (1) year of post-secondary courses related to business administration, communications or customer service plus a minimum of one (1) year of related work experience in office administration and customer service.
- Experience involving public contact in a Municipal environment is preferred.
- An equivalent combination of related education and work experience may be considered.

**Additional Information**:

- Employee Group:

- CUPE Local 718
- Position Status:

- Temporary Full-Time
- Duration of Appointment:

- 1.5 years
- Salary Range:

- $34.09 - $40.07/hr
- Hours of Work:

- 8:15am - 5:00pm Monday to Friday, on a compressed work-week schedule.
- Application Posted:

- 9/12/24
- External Closing Date:

- 9/25/24
- PCC#:

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