Customer Service Coordinator

1 month ago

Spruce Grove, Canada The City of Spruce Grove Full time

Competition Number:
- RR 2023 0116- Position Title:
- Customer Service Coordinator- Job Number:
- J1123-0840- Job Type:
- Permanent Full Time- Division - Department:
- Corporate Services- Closing Date:The City of Spruce Grove is a fast growing, dynamic city committed to building and maintaining a fiscally responsible community that serves our residents, attracts visitors and promotes future growth. Through the actions of the Values We Live By, accountability, communication, leadership, integrity and respect are encouraged, while maintaining a work, play balance.

**Position Overview**:
The Customer Service Coordinator is a key resource and champion of the City’s Customer Experience Program both strategically and operationally. The incumbent is responsible to facilitate the implementation of the City’s Customer Experience Policy and promotion of a strong corporate culture of public service through the development of procedures, practices, and resources including training while building a strong sense of team among front facing staff in the organization. This position reports to the Director of Business Advisory Services.

**Responsibilities**:

- Program Administration- Support the organization to deliver the best possible customer service experience aligning to the objectives of the customer experience program and policy.
- Understand what is required by the organization to achieve this along with what this looks like from the customer’s perspective.
- Lead an inter-departmental customer service committee that suggests improvements to processes, is a knowledge resource and enables the provision of an excellent, customer-centric experience.
- Develop, implement and manage organizational systems and resources, such as internal communication tools, procedures and practices that support the delivery of the City’s customer experience program.

Communication- Ensure Customer Experience employees are confident and informed about local programming, events, services, facility hours and processes for both the department and other City programs and services.
- Maintain existing communication tools with timely information and share timely customer experience learnings across the organization.
- Provide assistance and advice to employees with their customer experience program related concerns and issues.

Process and Systems- Ensure the efficient and effective ongoing operation of the programs and services provided by the Department as well as identify enhancements to processes and systems.
- In partnership with lead departments, review and revise, as well as identify new policies and procedures and safe work practices as they relate to guiding and supporting employees in the provision of customer service.
- Model effective, professional standards for the response to inquiries, (in-person, by phone, in writing) following organizational standards and timelines.

Customer Support- Acts as a liaison and support other department needs and activities as it relates to front line employees and customer experience.
- Act as the central point of contact for city employees in relation to administrative, operational and technical services to support the efficient, effective and coordinated delivery of the customer experience program.
- Liaise with Information Systems, Corporate Communications, Occupational Health and Safety and Risk Management to align services to corporate priorities, practices, and standards.

Reporting- Ensure efficient and effective organizational reporting development and implementation for the customer experience program.
- Assist the organization in using the information and reporting contained in the customer service tracking tool to inform corporate business planning.
- Provide insights from data to recommend improvements to the program that support employees to deliver the best possible customer service experience.
- Communicate ways to improve performance, efficiency, and efficacy based on customer feedback.

Other Duties- Have an understanding of and adhere to City policies, procedures and standards, whether written or implied, as amended from time to time.
- Contribute to a positive safety culture by always acting in a safe manner and complying with City safety policies for staff and contractors.
- Act as a steward of the City's Corporate Culture by following the values we live by.
- Where required, fills in for front line Customer Experience staff and greets, registers and announces visitors attending meetings or events.

**Qualifications**:
- Post-secondary Diploma in Business or Office Administration or equivalent.
- Three (3) to Five (5) years experience in Customer Service Administration.

COMPETENCIES:

- Thinking & Acting Strategically - sees beyond current situation, understands impact, creates alignment, links priorities to strategy, advises.
- Building Influential Working Relationships - able to effectively build relationships with a wide range of partners internally and externally t

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