311 Call Centre Representative

**Section**: 311 and Customer Service
**Division**: Communications and Community Engagement
**Department**: Office of the Chief Administrative Officer
**Initial Reporting Location**: Tom Davies Square

**Job Status**: Limited regular part time positions
**Estimated Probable Duration**: Seven (7) months (may be extended)

**Affiliation**:Inside Unit
**Hours of Work**: Up to 48 hours bi-weekly
**Shift Work Required**: Hours of work varies between 7:30 a.m. to 6:00 p.m.
**Range of Pay**: Group 7 $27.22 to $31.86 per hour

**The start date will follow the selection process.**

This position is eligible to work remotely on a full-time basis.

**Characteristic Duties**: Under the general supervision of the Manager of 311 and Customer Service.
- Enter information regarding service requests into Customer Relationship Management Software; forward request to appropriate staff. Record customer service requests/complaints in accordance with established protocols.
- Assess the urgency of requests/inquiries, escalate issues to other departments and dispatch calls on two-way radio when required.
- Liaise with external agencies for urgent issues outside of municipal control (e.g. Traffic light outage, provincial highway issues, wires down).
- Monitor the two-way radio, respond to inquiries and follow-up on issues currently in progress with operating departments.
- Provide information regarding CGS programs, services and hours of operation. Search various computer software data bases/programs for required information (e.g. 311 Knowledgebase, CRM system, Internet, CGS Website, CGS Intranet).
- Liaise with staff in other divisions in order to gather information and to develop service options for customers.
- Respond to citizens’ inquiries or concerns and make every effort to resolve without having to transfer or escalate the call.
- Re-direct callers to outside agencies.
- Keep abreast of CGS activities discussed in media (e.g. Public Service Announcements).
- Collect information for and prepare statistical reports.
- Record all main line telephone messages, as required (e.g. holiday messages, after-hour messages, etc.).
- Maintain the 311 Knowledgebase, ensuring information is accurate and current.
- Receive and process leisure program registrations.
- Respond to inquiries received by the 311 Call Centre through electronic mail.
- Assist in the maintenance of accurate telephone listings both internal and external.
- Provide out-of-city telephone numbers as required.
- Operate a telecommunications device to assist hearing impaired calls seeking information or requesting City services.
- Acquaint new employees with job functions, as required.
- Relieve Citizen Service Centre Representative (Tom Davies Square) as required.
- Develop and maintain a thorough working knowledge of CGS's Safety Manual and the applicable Provincial Legislation listed therein.
- Perform other related duties as required.

**Qualifications**:

- Successful completion of secondary school (grade XII) education.
- One (1) to two and one-half (2½) years of related experience in a dedicated customer relations role (e.g. call centre, guest services)
- Call centre experience is an asset.
- Excellent conflict resolution skills to de-escalate conversations.
- Knowledge of municipal services and departments.
- Knowledge of call centre operations.
- Knowledge of complaint handling software an asset.
- Ability to demonstrate interpersonal skills in dealing with the people in a courteous and effective manner.
- Ability to demonstrate accurate keyboarding skills, interactive computer capability, quick navigation skills.
- Demonstrated ability to problem-solve with mínimal direction.
- Excellent use of English; verbally and in writing.
- Excellent French verbal skills and working knowledge of written French is required.
- Satisfactory health, attendance and employment history.

**How To Apply**:
We must receive your resume before 11:59 p.m. on Tuesday, September 17, 2024. For those providing a French language resume, please also include an English version.
- Ensure you attached a cover letter and resume. Acceptable file types are:

.doc
- .docx
- .txt
- .pdf
- .rtf

All applicants are thanked for their interest in this position. Only those selected for an interview will be contacted. If contacted, and you require a disability related accommodation in order to participate in the recruitment process you must advise the Hiring Manager.

**Live outside Canada or new to Canada?**
The City of Greater Sudbury is dedicated to maintaining a fair, inclusive, and equitable work environment and our City welcomes qualified applicants from anywhere. To learn more about working in Canada, visit this webpage: Applicants Living Outside of Canada (greatersudbury.ca)

**Contact Us**: