Customer Service Representative Ii

**Job ID**: 2479
**Openings**: Up to 8
**Jurisdiction**: CUPE Local 7
**Division**: Communications, Service Regina & Tourism
**Department**: Communications & Engagement
**Branch**: Service Regina
**Location Name**: Regina, Saskatchewan, CA
**Type of Posting**: Internal & External
**Employment Type**: Casual
**Hourly Salary**: $25.24 - $32.63
**Annual Salary**: $48,123.00 - $62,213.00
**Date Posted**: November 18, 2024
**Closing Date**: November 28, 2024
Land Acknowledgement
We are proud to reside on Treaty 4 Territory and the traditional lands of the Cree, Saulteaux, Dakota, Nakota, Lakota, and Métis Nation, honoring and respecting these Nations and ancestors of this territory and grateful to be here. Regina is committed to building trust and creating true partnerships with Indigenous peoples.
Equity, Diversity & Inclusion
**Position Summary**:
**Note**: This position starts as part-time, with a guaranteed 15 hours per week, with the potential to transition to full-time hours.
**Note**: All applicants must be available to work full-time for the first two (2) months to complete the required training.
We’re excited to welcome customer-focused individuals with exceptional communication skills to join our team in serving the vibrant City of Regina As the first point of contact for residents, you’ll handle inquiries and service requests, making a direct impact in our growing community. If you’re a quick learner who thrives in a dynamic, fast-paced environment and has a passion for helping others through problem-solving, active listening, and empathy, this role is perfect for you
**Your main responsibilities include**:
Clarify issues, determine customer needs, research and explore solutions, and escalate unresolved problems when necessary.
Provide clear explanations of bylaws, regulations, policies, and procedures to customers.
Use client relationship management software and phone to relay information and instructions to relevant departments and field personnel.
Calculate, collect, and process payments, negotiate payment arrangements for outstanding balances, and refer cases for collections as needed.
Update and document customer account information and all transactions in the relevant databases and computer systems.
Perform related duties as required. To view the full job description, visit open.regina.ca.
**What to expect**:
**Performance-Driven Environment**: Breaks, tasks, and statuses are scheduled, with regular reviews of employee metrics to maintain efficiency and quality.
**Supportive, Well-Organized Environment**: Work in a structured call center with clear processes, use of evolving technology, and a collaborative team that provides the guidance and resources you need to succeed.
**High-Intensity Interactions**: Handle customer inquiries with professionalism and composure, even when interactions are emotionally charged or challenging, requiring sound judgment and strong communication skills.
**Focused, Detail-Oriented Tasks**: Engage in data entry and information verification with high concentration, auditory focus, and visual effort, often while sitting or standing for extended periods.
**Who you are**:
You excel at professionally explaining and clarifying information, even when managing frustrated or escalated inquiries.
You grasp complex bylaws, policies, and services related to water, sewer, taxation, assessment, collective agreements, and safety standards with ease.
You have a keen ability to identify issues, resolve them by following established policies, and escalate when necessary.
You bring experience in cashier duties, cash handling, and processing customer payments.
You effectively manage tasks and adjust your activities to meet daily, weekly, and annual schedules.
**What you need**:
This position requires a high school diploma and at least three years of experience in a front-line customer service environment.
Experience in a call center and additional customer service training are considered assets.
Additional Requirements
Additional assessments may be conducted to evaluate competencies, knowledge, skills and abilities.
Join our team at the City of Regina and contribute to our vibrant community
We prioritize your well-being, support your professional growth, and value inclusive hiring. Enjoy competitive compensation, attractive health and wellness benefits, and a variety of educational support and in-house courses for your development.
If you have a passion for public service and want to make a difference in our community, then please apply.