Customer Contact Centre Agent

**Job Posting**

**DUTIES AND RESPONSIBILITIES**:

- Provides accurate information to both the public and internal clients in a clear, courteous and professional manner as it relates to a wide array of HRM services.
- Determines information needs and records in a number of computer-based systems customer feedback information and technical data. This information can be in the form of complaints, compliments, suggestions, requests for service.
- Through use of Hansen and by adhering to established procedures, ensures that requests for service and other public inquiries are distributed in a timely manner and concerns are brought to the attention of the responsible employee.
- Utilizes the two-way radio system to relay information/service requests to outside workers.
- Undertakes administrative responsibilities such as faxing, typing and general office procedures as required within the contact centre.
- Conducts research on HRM programs and services to meet needs of agents for information.

**QUALIFICATIONS**:
**Education and Experience**:

- Two-year diploma from a recognized educational institution in Office/Business Administration.
- Three years of recent experience (within the last five years) in an inbound Customer Service Contact Center environment, or five years of recent experience in a Customer Service role dealing directly with members of the public. Demonstrated knowledge of municipal operations, business unit functions and procedures.
- Awareness of information-based technology and proficient in the use of software including Microsoft Office Suite as well as knowledge of enterprise-wide workflow and customer relationship management software.
- Minimum 50 WPM typing speed with accuracy.
- FOIPOP awareness.
- Suitable combination of education and experience may be considered.

**Technical / Job Specific Knowledge and Abilities**:

- Demonstrated awareness of the latest information technology and proficient in the use of software including but not limited to: Microsoft Office Suite, enterprise-wide systems used for workflow and customer relationship management is required.
- Keyboarding skills up to 50 wpm.
- Bilingualism is considered an asset.
- Good attendance and work record including punctuality and reliability will be taken into consideration.

**Security Clearance Requirements**:Applicants may be required to complete an employment security screening check.

**COMPETENCIES**:Communication, Customer Service, Teamwork and Cooperation, Analytical Thinking, Conflict Management, Values & Ethics, Valuing Diversity.

**WORK STATUS**:One (1) permanent, full-time, two (2) temporary, full-time (up to 18 months), and (1) temporary, non-guaranteed hours (up to 18 months).

**SALARY**: Level 5 - $30.28 per hour as per NSGEU Local 222 Collective Agreement.

**WORK LOCATION**: 21 Mount Hope Ave (Eric Spicer Building, Dartmouth, NS B2Y 4R4)

**CLOSING DATE**:Applications will be received up to **11:59PM on Tuesday, July 15, 2025.**

**Please note**: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted.

During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as interview or testing) and who require an accommodation, should discuss their needs with the Talent Acquisition Advisor when invited to the assessment process. For more information on our accommodation process please click on the link: Accommodations | Hiring | Employment | Halifax

(position #, 72281746, 72289577, 72282605, 72292631)