311 Customer Service Representative 1

3 days ago

Winnipeg, Canada City of Winnipeg Full time

311 is the primary point of contact for the public to either request or receive information regarding services provided by the City of Winnipeg. Reporting to the 311 Team Leader, the Customer Service Representative (CSR) responds to customer inquiries or provides information through various communication platforms. As corporate ambassadors CSR’s perform the following duties; access data bank to investigate and resolve incoming requests for service/information, refer or directly transfer to municipal and non-municipal resources, thoroughly and accurately document all customer service requests or reports.

**311 is a 24/7/365 operation, and our Customer Service Representatives are scheduled to meet the needs of the public that we serve. Shifts can vary in length, and may include mornings, afternoons, evenings, and weekends.**

**This position begins with 5 weeks of mandatory, paid training. Training will begin on April 7, 2025 and will take place in person Monday-Friday, from 4 p.m. to 11 p.m. This recruitment will be used to fill future classes based on the availability and preferred work schedule.**

**As the 311 Customer Service Representative you will**:

- Utilizing the Customer Relationship Management (CRM) software to identify, respond, or transfer the service request to the appropriate Department
- Relay/inform applicable policy, procedures, processes readily available through the data base
- Enter the required information into the data base and generate service requests for the appropriate departments
- Document all customer service requests or reports, thoroughly and accurately, as required to track incoming calls

**Your education and qualifications include**:

- Grade 10 education or equivalent
- Effective verbal communication skills including the ability to communicate with the general public
- Proficiency using a computer including software such as Microsoft Outlook.
- Effective customer service skills with the ability to provide respectful and inclusive customer service
- Ability to learn and adapt to new technology.
- Ability to type accurately at 20 W.P.M.
- Ability to comprehend, investigate and problem solve while working independently in a fast-paced environment.
- Effective interpersonal skills with the ability to establish and maintain positive relationships with employees at all levels of the organization, external contacts and the public
- Ability to maintain confidentiality in accordance with FIPPA
- Ability to maintain composure in difficult or stressful situations
- Ability to effectively communicate in French is preferred

**Conditions of employment**:

- The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
- Ability to work a variety of shifts covering a 24-hour/7-days/week operation
- Must be able to attend full-time training Monday-Friday for 5 weeks.

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