Customer Service Representative

5 months ago

Guelph, Canada The City of Guelph Full time

Why Guelph:
**What we offer**

We offer competitive wages and comprehensive benefits to meet the needs of our diverse employees. Many of our positions offer:

- Paid vacation days, increasing with years of service
- Paid personal days;
- Defined benefit pension plan with OMERS, including 100-per-cent employer matching;
- Extended health and dental benefits, including Health Care Spending Account;
- Employee and Family Assistance Program;
- Parental leave top up program;
- Learning and development opportunities including tuition assistance
- Employee recognition programs.

Position Overview:
Reporting to the Supervisor, ServiceGuelph, we are looking for a temporary people-focused customer service representative to join our team. As the first person that citizens encounter in person and by phone, ServiceGuelph delivers services and information with professionalism, efficiency, and accuracy.

Our customer service team members are genuine and eager to help people. They are patient and empathetic, friendly, and listen respectfully to understand a customer’s needs. Solving challenging problems is common and it comes naturally for customer service representatives. They are confident, creative, and use resources to find complete answers and go the extra mile to help customers.

Our customer service employees are responsible for creating positive experiences that build customer trust and satisfaction. As the face of the City, it’s a big responsibility and one that our people do every day.

**Key duties and responsibilities**
- Perform large volumes of in person customer transactions including payments, document intake and processing, providing information, and answering general inquiries.
- Process statutory documents and services.
- Handle large numbers of phone calls in the customer contact centre.
- Identify and assess customers’ needs to achieve satisfaction.
- Go the extra mile to provide a positive customer experience.
- Operate and balance a cash drawer.
- Sort and process mail.
- Maintain forms, information, and data.
- Perform other related duties as assigned.

**Qualifications and requirements**
- Experience handling a high volume of payments and transactions using safe and secure practices. Has familiarity with operating a point-of-sale system including counting and balancing monies.
- Proven customer-focused service skills.
- Reputation of going above and beyond for customers.
- Excel in a team environment and enjoy sharing knowledge with others.
- Possesses strong and engaging communication skills.
- Demonstrates creative problem-solving abilities.
- Adaptable and responsive to changing work environments and customer interactions.
- Adept at navigating and resolving conflict or difficult interactions.
- Possesses strong mathematical abilities, analytical skills, and accurate record keeping.
- Demonstrates a high level of confidence when interacting with other people.
- Ability to multi-task, prioritize work, and manage time effectively.
- Intermediate skills in MS Office (Word, Excel, and Outlook).

**Hours of work**
35 hours per week Monday to Friday between the hours of 7:00 am and 5:00 pm. Flexibility for evenings and weekends is a requirement of this position.

**Pay/Salary**
CUPE Local 973 Grade 6: $27.61 to $33.90 per hour

**How to apply

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