Customer Experience Representative

2 days ago

Burlington, Canada City of Burlington, Ontario Full time

**Description**:
**Working for the City of Burlington**

A great career is closer than you think. Come work for the City of Burlington, where you’ll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

**Location**

**Position Overview**

As part of the Service Burlington Contact Centre, this position provides front line customer service using a customer relationship management (CRM) system. The position is responsible for providing timely and effective response to customer inquiries, service requests and financial transactions, including requests of a sensitive nature.

**Responsibilities**

The Customer Experience Representative is responsible to:

- Meet established service performance measures (e.g. average speed of answer, time spent on call).
- Deliver services on behalf of internal departments using the business process for centralized services and other departmental consolidated services.
- Process a range of financial transactions for city services and programs on behalf of multiple departments, following corporate financial procedures (including PCI compliance).
- Review information related to new services or program changes across the Corporation. Support the improvement of departmental services by identifying changes and additions for Knowledge Base Articles that may arise from customer interactions.

**Requirements**:
A two (2) year College Diploma or Post-Secondary training in Public Relations, Communications, Administration, Business or an equivalent combination of education, training and experience. Three (3) years of customer service experience preferably in a contact centre role. Experience handling large volumes of cash, providing contact centre services, processing electronic and paper forms are also beneficial. Must be familiar with Customer Relationship Management systems and preferably have experience using a CRM.

You will have strong analytical and problem-solving skills to assist in troubleshooting issues along with the communication skills, tact, sensitivity and diplomacy to provide effective services and information to a diverse range of customers. You are also able to prioritize multiple demands and inflexible deadlines. As part of the Emergency Operations support, staff may be required to work evenings or weekends in an Emergency Response.

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