Clerk B

2 weeks ago

Winnipeg, Canada City of Winnipeg Full time

En tant que représentant des comptes, vous aurez pour fonctions de répondre aux demandes de renseignements de la clientèle et de prendre les renseignements sur les comptes aux fins de la facturation des services pour le centre de facturation de services publics.

La Division du service à la clientèle et des communications est constituée d’employés anglophones et francophones.

**En votre qualité de commis B - représentant des comptes, vous allez**:

- répondre aux demandes de renseignements et aux préoccupations de la clientèle de façon courtoise et positive, à l’oral et à l’écrit:

- en définissant et en clarifiant la nature des appels/courriels et les mesures à prendre;
- en trouvant des solutions aux situations dès le premier contact, si possible;
- en expliquant les politiques et les procédures du Service en détail (raisonnement y compris);
- en faisant des recherches dans les comptes-clients et en expliquant les factures et les rajustements;
- en enregistrant les demandes et les annulations de service;
- en obtenant les relevés de compteur et en les enregistrant dans le système d’aide à la clientèle et de facturation, et en calculant la consommation afin de définir l’usage régulier;
- en cherchant les raisons pour lesquelles la consommation d’eau est élevée ou faible;
- en calculant et en expliquant la différence du rapport coût/consommation entre les factures estimées et les factures qui sont basées sur les relevés de compteur fournis par la clientèle;
- en convenant d’une entente de paiement acceptable avec les membres de la clientèle qui ne peuvent pas payer leur facture avant la date d’échéance;
- en établissant si les compteurs doivent faire l’objet d’une inspection et en fixant des rendez-vous;
- en entrant les demandes de renseignements de la clientèle dans le système de gestion des tâches;
- en contactant la clientèle pour lui communiquer des renseignements qui pourraient lui être utiles;
- faire des recherches dans les comptes-clients selon les besoins;
- remplir, au besoin, d’autres fonctions connexes compatibles avec la classification du poste.

**Exigences relatives aux études et aux compétences**:

- Diplôme d’études secondaires ou l’équivalent en formation et en experience
- Capacité manifeste de communiquer avec la clientèle de façon courtoise et positive dans des conditions parfois stressantes
- Capacité manifeste d’établir et de maintenir des relations de travail positives avec les membres du personnel, à tout niveau de l’organisme, avec les contacts externes et avec le public, et de collaborer avec ses collègues et superviseurs en respectant les normes sur le milieu de travail respectueux
- Capacité manifeste de rapprocher les comptes avec précision et de faire des calculs précis
- Capacité manifeste de communiquer efficacement, à l’oral comme à l’écrit, en anglais et en français (le français, qui sera soumis à une évaluation, doit être de préférence à un niveau intermédiaire)
- Capacité manifeste de se servir d’un ordinateur personnel dans un environnement Windows
- Capacité de naviguer dans les divers systèmes tels que le système de facturation (CCB), le centre d’interaction avec la clientèle (Customer Interaction Centre) (téléphonie) et le système de gestion des tâches (WAM), et d’y entrer des données avec precision
- Capacité manifeste de réunir et d’analyser des données pertinentes pour résoudre les problèmes, et d’user de son bon jugement pour faire ce qui est nécessaire au bon respect des processus, des règlements municipaux et des lois
- Capacité d’effectuer, de façon constante, un nombre minimum de transactions pour chaque type d’interaction, notamment les appels entrants, les courriels et les appels sortants

**Conditions d’emploi**:

- La personne retenue pour ce poste doit s’assurer de rester admissible à travailler légalement au Canada et veiller à ce que son permis de travail, le cas échéant, demeure valide.
- La personne retenue doit obtenir, à ses frais, des résultats satisfaisants après une vérification des informations de police.

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