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Customer Service Representative

2 weeks ago

St Catharines, Canada City of St. Catharines Full time

**Join us to shape the future of St. Catharines**

**About the City**:
In the city of St. Catharines, we are committed to realizing the vision outlined in **The City of St. Catharines - Strategic Plan 2023 to 2027**. Our goal is to cultivate a city that thrives on safety, innovation, sustainability, and caring, not just for today, but for generations to come. Join our team and be part of a meaningful journey to shape the future of our community, leaving a lasting impact that extends far beyond the present.

**About the Role**:
As a key member of the City of St. Catharines’ Citizens First Program, you are responsible for receiving, answering and referring all calls associated with the City’s Customer Service Division. Additionally, you provide a variety of City transactional services on behalf of all City Departments at the Customer Service Counter.

**What You Will be Doing**:

- (These set out the principal functions of the position and shall not be considered as a detailed description of all the work requirements)._
- Process a variety of financial transactions for City services and programs including cash, debit and credit cards following department designated collection procedures and payment options.
- Receive, assess, refer and answer inquiries related to all departments of the City such as tax, water, parking, forestry, roads maintenance, traffic operations, culture and recreation.
- Prepare daily, weekly and monthly financial reporting, inventory reporting and prepare the required general ledger journal entries.
- Enter and maintain online requests, paper files and logs related to service requests.
- Self-monitor and measure performance against written guidelines to ensure the desired level of customer satisfaction and service using tools available.
- Recognize trends or changes in types of calls or questions that callers have. React to situational changes by ensuring that appropriate persons are notified.
- Participate in on-going monitoring of telephone calls to ensure standards are being met.
- Report regularly on the status of results and performance.
- Perform other similar and related duties, as required.

**About You**:
**Qualifications**:

- Minimum of a Grade 12 Diploma plus additional courses in Customer Service and Administration.
- Experience in a customer service related position is essential.
- Experience with cash-handling or related functions is an asset.

**Skills**:

- Dynamic customer service skills including well-developed empathy and intuitive skills to be able to assess customer's sometimes unspoken needs and quickly match up those needs with available resources.
- Established written and verbal communication skills including effective use of grammar and spelling.
- Proven ability to work within a fast-paced, multi-tasking team environment while maintaining a positive demeanour.
- Expert awareness of current events related to public health and safety, public programs, flyer distribution, snow removal, cultural events such as festivals, parades, and street fests; public meetings such as Council and public information sessions.
- Excellent interpersonal and conflict resolution skills.
- Creativity and flexibility in order to persuade and educate customers.
- Excellent telephone etiquette; good voice quality, diction, and articulation.
- Ability to work with figures and an understanding of business accounting concepts.
- Ability to conduct internet searches.
- Proven experience in Microsoft Word, Excel, and Outlook.

**Other Requirements**:

- A demonstrated commitment to enhancing a safety culture.
- Proven completion of Ministry of Labour Worker Health and Safety Awareness training
- Ability to travel between City work locations is required.
- Proof of education will be required upon hire.

**What’s in it for you**:
Salary & Benefits: Get a competitive salary plus health, dental, vision, and life insurance coverage (for applicable positions).

Pension Plan: Enjoy enrollment in the OMERS pension plan with matched contributions for a secure retirement.

Flexibility: Achieve work-life balance with our hybrid work environment (for eligible positions).

Training: Access training and development funds to support your career growth.

Make Your Mark: Share your ideas, drive change, and leave a lasting impact through modernization efforts.

Great People: Work with a supportive team and leadership focused on your success.

**Other Job Details**:
Pay Range: $30.53 - $33.91

Employee Group: Non-Union

Department: CSS- Citizens First

Position Type: Temporary, Part-Time

Work Location: City Hall

Work Mode: On-Site

Hours of Work: Up to 24 hours per week

Number of Openings: 1

Job ID: 2023-169A

Posted Date: Nov 1, 2024

Application Deadline: Posted until filled.

**THIS IS A TEMPORARY PART TIME POSITION FOR APPROXIMATELY SIX (6) MONTHS.**

**Additional Information**:
For applicable positions, the recruitment process will be conducted using video conference technology. Please note th