Customer Service Associate

3 days ago

Burlington, Canada City of Burlington, Ontario Full time

**Description**
**Working for the City of Burlington**

A great career is closer than you think. Come work for the City of Burlington, where you’ll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.
We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.
**Location**
**Position Overview**
Reporting to the Customer Service Coordinator, the primary role for a Customer Service Associate is provide customer service support to front line staff at various facilities across the City as well as scheduling, onboarding and training of customer service staff.
**Responsibilities**
- Resolving customer service issues and fostering customer relationships
- Overseeing and assigning work to staff including internal requests from different service areas.
- Monitoring the work completed by customer service clerks.
- Leading and delivering unit specific training sessions for customer service clerks and completing required preparatory and follow-up documentation.
- Supporting or leading resolution of escalated or complex transactions, customer service issues and service requests.
- Collaborating with internal units and Customer Service Coordinator to create a monthly staff schedule for Customer Service Clerks and maintain the schedule on an ongoing basis.
- Assisting Coordinator with recruitment, onboarding and training of new Customer Service Clerks.
- Overseeing cash handling processes including training and quality control.
- Ensuring front offices are maintained and have appropriate supplies and equipment.
- Assuming the duties and responsibilities of other Associates and Clerks, in the unit, during absences or as directed.
**Requirements**:
The Customer Service Associate is required to have a strong skillset including professionalism, customer service, communication, organization, attention to detail, creativity and innovation. You require at least two (2) years of related work experience, proficiency in Microsoft Outlook, Excel and Word as well as advanced experience with a registration and facility booking software, with a focus on customer accounts. Experience overseeing staff, training and dealing with complex customer situations would be considered an asset.
Evening, weekend and holiday work may be required, including a regular rotating weekend schedule. Must provide own transportation. Visits to multiple locations during a work day may be required, including non-office sites.
**Police Record Check**
**Additional Information**
**Accomodations**

Location: 426 Brant Street,Burlington,Ontario L7R 3Z6, Burlington, ON

**Salary**: $51,753.00-$64,691.00 per year

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