Customer Contact Centre Representative

4 weeks ago

Hamilton, Canada City of Hamilton Full time

**About the City of Hamilton**

**Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason**

**JOB POSTING**

JOB ID #: 20797

Customer Contact Centre Representative
Corporate Services
Customer Service & POA
330 Wentworth Street N., 2nd Floor

NUMBER OF VACANCIES: All Part-Time Regular & temporary

UNION/NON-UNION: CUPE Local 5167 Inside

HOURS Of WORK: 0 - 24.00 per week
- GRADE: F
- SALARY/HOUR: $29.085 - $31.614 per hour- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/LENGTH: All Part-Time Regular & Temporary
This is a periodic posting for all upcoming vacancies that occur from June 30, 2023 to December 30, 2023 and/or the eligibility list is exhausted. Applications are accepted up to closing date stated on this job posting.

Job Description ID #: 2421

SUMMARY OF DUTIES

Reports to Supervisor, Customer Contact Centre. Responsible for receiving, answering and referring all calls associated with the City's Customer Contact Centre through a centralized Customer Contact Centre program.

GENERAL DUTIES

Act as prime customer contact with the public.

Receive, assess, refer and answer inquiries related to all departments of the City of Hamilton such as tax, building and licensing, property standards, enforcement operations, waste management, culture and recreation, water distribution, wastewater collection, forestry, roads maintenance and traffic operations.

Answer telephone inquiries, interpret and explain policies and procedures regarding the City of Hamilton to the public.

Receive, assess, refer and answer a range of public inquiries regarding Municipal, Provincial and Federal services and programs.

Receive, assess, refer, and answer public inquiries regarding external organizations such as utilities, other municipalities, boards, agencies and interest groups.

Access information via computer regarding various municipal services.

Maintain an expert awareness of current events through the media related to public health and safety such as air quality, water quality and illness; public programs such as waste collection, flyer distribution, snow removal; cultural events such as festivals, parades and street fests; public meetings such as Council and public information sessions.

Maintain awareness with evolving operational practices and technologies as an avenue for acquiring/maintaining the necessary skills.

Research services available in the community and maintain a comprehensive and accurate community services information listing.

Record customer service requests in a computerized inventory management system.

Self-monitor and measure performance against written guidelines to ensure the desired level of customer satisfaction and service using tools available.

Recognize trends or change in types of calls or questions that callers have. React to situational changes by ensuring that appropriate persons are notified.

Maintain and compile information request statistics.

Maintain and update computerized files including Frequently Called Numbers, inquiry tracking for department programs and municipal directories.

Participate in ongoing monitoring of telephone calls to ensure standards are being met.

Promote continuous learning and improvement through peer coaching.

Report regularly on the status of results and performance.

Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Perform other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

Previous Customer Contact Centre or front-line customer service experience with a demonstrated ability to provide excellent service to the public in a customer focused environment.

Excellent people skills with an emphasis on customer service in a diverse community that includes multi-racial, multi-ethnic, multi-lingual and multi-religious members, the ability to speak a second language will be considered an asset.

Strong computer skills with working knowledge of Microsoft Office (Word, Excel and Outlook). Ability to conduct Internet and Intranet searches. Must be able to input data into a computerized database at an acceptable speed.

Must possess a basic level of math to assist customers with tax inquiries.

Familiarity with call centre concepts including Automatic Call Distribution (ACD

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