Escalation Specialist

1 week ago

Cambridge, Canada City of Cambridge Full time

**People, Place, Prosperity**:**Job Profile**:
We are looking for customer-oriented, Full-Time Escalation Specialist to join the Tax and Water Division team within the Corporate Services Department. Reporting to the Supervisor of Tax and Water, and located at City Hall, this position is responsible for the following duties:
**What you will be doing**:

- Supports customer service staff with complex and escalated issues and determine if applicable policy/procedure are being applied correctly and review decisions with staff where necessary.
- Resolves escalations presented by the customer service group.
- Reviews and resolves complex tax and water accounts with residents and provide explanations, options, and/or solutions as appropriate and aligned with policy and procedure.
- Updates and manages the Tax and Water division Standard Operating Procedures documentation.
- Maintains escalation trending reports.
- General administration duties - Pre-Authorized Payment (PAP), Ownership changes, Adjustments, Inactive accounts, Credits.

**Education**:
Two-year College Diploma in Business or Accounting

**Experience and Knowledge**:

- Three years of experience in a related customer service position role and demonstrated ability to manage frequent escalations in a customer service or call center environment.
- Experience and competency in using MS Word, Excel, Outlook; Vailtech - Tax and Water, and Cisco phone system.
- Courses in Municipal Tax Assessment, Escalation Training, Customer Service, Coaching, and Accounting/Bookkeeping would be beneficial for this role.

**We will ask you for these items if you are hired**:

- Proof of your current and valid certificate(s) and/or educational qualifications.- Worker Health and Safety Awareness Training certificate from the Ministry of Labour. (may be obtained post offer)- Current and valid Police Criminal Record and Judicial Matters Check to be provided prior to commencement in this position.**Your compensation**:
This position is within Grade 7 of the inside workers union Salary Schedule and has an annual salary range of $70,325 to $74,747. We offer a comprehensive benefit package and are an Ontario Municipal Employees Retirement System (OMERS) employer.

**Hours of work**:
The current regular hours of work are in accordance with the Inside Worker's Collective Agreement, (35 hours per week), Monday to Friday, 8:30am-4:30pm

**Advertisement expiration date**:
**Accommodation needs and protection of privacy**:
The City of Cambridge recognizes and appreciates diversity and inclusion enhances our public value commitment.

We strive to create an accessible and inclusive experience and encourage all qualified people to apply, including and especially people from equity-deserving groups. Qualified applicants will receive consideration for employment with honour and respect toward their individual dimensions of diversity.

For more information on our Employment Equity, please read our full policy.

Personal information collected in relation to the recruitment process is collected under the authority outlined in the Municipal Freedom of Information and Protection of Privacy Act and used solely to determine eligibility for employment with the City of Cambridge only.

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