Corporate Customer Service Representative Pt

2 weeks ago

Kitchener, Canada City of Kitchener Full time

**Corporate Customer Service Representative PT**

**(Temporary Part Time for approximately **13** months)**

**Competition Number**

2024-194

**Job Code**

0828

**Posting Date**

April 23, 2024

**Closing Date**

May 1, 2024 (at 6:00pm)

**Job Status**

Temporary Part-Time

The **City of Kitchener** is a vibrant and dynamic city of approximately 270,000, in the heart of southwestern Ontario. As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build its neighbourhoods, its digital infrastructure and its diverse economy.The **City of Kitchener** is WHERE you want to work Learn more about the top reasons to join us:
**Why work at the City of Kitchener**

Position Overview:
- Reporting to the Supervisor, Corporate Contact Centre, Corporate Customer Service Representatives (CCSR's) are responsible for performing a variety of customer-focused information and facilitation services for residents and customers of the City of Kitchener. CCSR's will manage a wide variety of inquiries from internal and external customers as they are directed through the city's Corporate Contact Centre.**Responsibilities**:
- Provides information, redirect calls and, guides customers concerning municipal functions, services, policies, and programs.
- Generates service requests on behalf of customers via City Works and Lagan software and updates service requests to reflect such information as action taken, resolution achieved, or further action required.
- Follows up as necessary on unresolved issues and requests, occasionally requiring interactions over several weeks; finds responsible internal party to accelerate action and keeps customer apprised of resolution status.
- Must be able to prioritize incoming communications in order to ensure that emergency requests are responded to in accordance with emergency procedures.
- Documents customer complaints, requests, and issues using the Lagan and Cityworks programs (e.g., property standards, parking).
- Answers incoming telephone calls in accordance with applicable call centre processes and guides callers in accordance with Corporate Contact Centre business processes.
- Provides general information on programs and services of the Departments, Agencies, Boards and Commissions to internal and external customers.
- Researches general questions concerning precise departmental responsibility for City, Provincial and Federal programs and services.
- Makes suggestions for process and information improvements and updates.
- Perform other related duties as assigned.

**Requirements**:
- Minimum Grade 12 High School Diploma, plus one year post-secondary education.
- Minimum of 1 year experience in a contact centre environment.
- Proficient with Microsoft Office (Excel, Word, Outlook) and Windows and have the ability to learn new software programs easily.
- Highly developed customer service skills.
- Good listening, speaking and written communication skills.
- Demonstrated ability to participate as an effective team member.
- Highly developed organizational and creative problem solving skills.
- Able to find information and provide customers with answers quickly and accurately while using multiple resources, including but not limited to internet searches.
- Able to deal with customers tactfully and effectively in a fast paced ever changing work environment.
- Able to work in a highly structured, measurable target driven environment.
- Able to prioritize incoming calls and tasks to meet established customer service levels.
- Proven research & analytical skills and highly developed attention to detail for problem resolution and data entry accuracy.
- Able to remain composed during emergency situations and respond in accordance with established guidelines; including but not limited to; alarm monitoring for City facilities & pumping stations, emergency natural gas & C/O phone line, confined space entry monitoring, and sewer/water emergencies.
- Able to work all shifts, in a 24 hrs a day, 7 days a week rotation.
- Must be reliable with a good attitude and employment record.

Call Centre Hours: 24hrs a day, 7 days a week (24/7)- Please note that as per Human Resources Policy _HUM-HIR-_110, "Employment of Relatives of Staff Members and Elected Officials":_
- "The immediate relatives of staff of the Human Resources Division, all _Directors,_ General Managers_, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity._
- The immediate relatives of all other Management personnel shall not be employed where such employment would be:_
- 1. within the same Department in the case of permanent full-time, temporary full_-time and part-time classifications._
- 2. within the same Division in the case of students."_

**Department**

Community Services

**Division**

Corporate Customer Services

**Unio

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