Citizen Service Representative

Citizen Service Representative

**Job Number**:2754

**Job Type**: Temporary Full-Time
**Temp Contract Length**: 6 Months
**Location**: 150 Frederick St - Regional Admin Headquarters
**Job Category**: Administration
**Number of Positions**:1
**Department**: SFCC Operations A
**Division**: Resident Experience, Strategy and Communications
**Hours of Work**: 35
**Union**: CUPE 1883
**Grade**: CUPE 1883 Grade 006
**Salary Range**: $29.59 - $33.49 per hour

**About Us**

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

- Taking only what we need
- Leaving some for others
- Keeping the dish clean
- This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.
- Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051.
- Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

**The Role**

**Duties/Responsibilities**
- Provides reception services at administration buildings (e.g., directs visitors; provides information to staff and building tenants; receives and logs information/documentation).
- Enters inquiries and responses to knowledgebase system. Updates client information in databases.
- Generates and updates customer service requests (e.g., action taken, resolution achieved, further action required), and submits to appropriate program area for action.
- Provides corporate after-hours on-call emergency response/dispatch services to support 24/7 operations. Contacts staff per call-in procedures and collective agreements, and relays information to complete service calls/emergency response.
- Sources basic information to respond (where appropriate) or refer misdirected calls to other organizations.
- Identifies/assesses need for emergency callouts and relays emergency calls per protocol.
- Guides customers to the corporate website for additional information/resources.
- Submits and fulfills requests for mailing forms and products.
- Informs management regarding technical issues, gaps, errors, and missing information in knowledgebase and website and provides suggestions to improve and update processes/ information. Provides troubleshooting for new scripts.
- Follows established time, efficiency, and service benchmarks per policies and procedures. Follows schedule for breaks, lunches, coaching sessions, and other activities.
- Orders, maintains, tracks, and sells merchandise, brochures, maps; reconciles and prepares deposits. Locks up point-of-sale machine and notifies Finance for repairs. Maintains petty cash.
- Liaises with staff, as requested to stay current on programs, services, and events, and update/ verify information provided to the public.
- Contacts facilities management staff regarding building issues. Contacts onsite security guards for assistance, as needed, including for emergency/crisis situations. Uses interpreter services, as required.
- Acts as a first point of contact for police, local cities and townships, and laboratories for emergencies related to road closures and medical outbreaks.
- Performs related duties as assigned.

**Knowledge, Skills, and Abilities**
- Knowledge of contact centre technology (e.g., customer relationship management and knowledgebase software) and telephony, acquired through a grade 12 education and 2 years of related experience.
- Knowledge of and ability to comply with policies, procedures, and protocols. Basic understanding of the Region’s organizational structure, programs, services, and relevant legislation.
- Customer service and communication skills to determine customer needs; understand/relay information; build rapport; de-escalate with callers and communicate with customers in crisis; respond to inquiries and verify basic information; deal with sensitive information using confidentiality, courtesy, and tact; respond to unscripted emergency situations calmly and professionally; and participate as an effective team member.
- Ability to demonstrate a citizen-centered, client-driven service approach. Ability to engage in conversations/triage with residents to assess needs and ask questions to draw out and clarify further information to provide assistance.
- Organizational skills to enter data, follow scripts, maintain records, source information, and deal with multiple priorities and fluctuating call volumes.
- Ability to identify/assess urgent/emergency situations and escalate