Customer Service Representative

The City of Markham**,** an award-winning municipality with more than 355,000 residents, is Canada’s high-tech capital and most diverse community, enjoying a rich heritage, outstanding community planning and services, and a vibrant local economy. Committed to being a model of public service excellence, with a workforce that is representative of the population we serve, we are looking for people who share our values and are champions of innovative practices. Diversity is one of Markham’s strategic priorities, and we strive to develop and maintain an environment that is inclusive and creates a sense of belonging for all.

Please note this is a **regular **part time position and hours may fluctuate from week to week to a maximum of 24 hours/week.**

**JOB SUMMARY**:
Reporting to the Manager, the Customer Service Representative - Contact Centre is the first point of contact for customer inquiries and service requests about various City services. The Representative provides professional, efficient customer oriented service resulting in exceptional customer satisfaction. The Contact Centre is primarily inbound focused. The Contact Centre is the Customer Service Centre for the City servicing all customers on the phone, in person or online. They are held to the highest standards of Customer Service with highly knowledgeable and technically adept staff.

**DUTIES AND RESPONSIBILITIES**:

- Liaise with the general public, residents, commercial users, community groups, staff and Councillor's assistants (or elected officials)
- Demonstrated broad knowledge of all City of Markham departments and service requirements in order to effectively provide quick one stop customer service to respond to inquiries related to a range of programs and requests (i.e. Markham Subsidy Program, processing registration requests, Windows Snow Removal Program, coordination of Animal and Business license renewals, and Front Counter)
- Continuously seek to improve customer satisfaction through exceptional customer service interactions and ongoing participation in process improvement activities
- Resolve customer issues by using interpersonal skills, Contact Centre databases, problem-solving and on-line research skills while adhering to Contact Centre performance metrics (such as single transfer of contacts)
- Process various financial transactions (cheques, credit cards, small amounts of cash)
- Special projects and tasks as assigned
- Demonstrated time management skills with ability to prioritize demands, meet customer service standards and deadlines
- Support other team members by working in a collaborative and co-operative manner

**QUALIFICATIONS**:

- Minimum high school education plus additional courses in customer service or related discipline (a college diploma is an asset)
- Minimum of 2 years of customer service experience with a strong understanding of Contact Centre/Call Centre work environment and demonstrated knowledge of departments serviced by the Contact Centre and the public
- Knowledge of specialized software to include Customer Relationship Management software, CLASS, TXM, Amanda, Point of Sale, Park Smart and GIS, EAM (HANSEN)
- Excellent communication skill in both verbal and written, a demonstrated commitment to customer satisfaction and continuous improvement orientation
- Demonstrated customer service skills and a strong people orientation including the ability to understand and respond in a timely manner to customer needs suing problem-solving skills, judgement, tact and diplomacy
- Ability to deal with difficult clients, diffuse emotionally-charged situations and successfully resolve customer issues in a diplomatic and professional manner
- Proven ability to work well under pressure in a fast-paced, complex and demanding call centre (or similar) environment while responding quickly to changing priorities
- Strong financial/mathematical skills required to handle a range of financial transactions
- Demonstrated ability and experience to think, talk and type while providing customer service on the phone or in person
- Intermediate level of computer skills to include programs such as MS Office programs to include Excel, Word, Access, as well as Internet, Outlook, social media (i.e. Webchat, Twitter, Facebook)
- Ability to input information on keyboard with accuracy and speed
- Able to multi-task and strong organizational skills
- Ability to quickly learn new service programs and information
- Able to learn new skills (including computer skills)
- Openness and adaptability to change
- Able to work in a structured environment (i.e. scheduled breaks) with performance metrics that track and measure work speed, quality and quantity of transactions
- Fluency in other languages in addition to English would be considered an asset
- Ability to work flexible shifts including weekends and evenings when necessary

**Core Behaviours**:

- ** Service Excellence**:Meets or exceeds service standards when interacting with customers i