311 Contact Centre Agent
3 days ago
8948BR
311 Contact Centre Agent
Job Posting
Halifax Regional Municipality (HRM) is inviting applications for one 1 permanent full time, 1 temporary full time up to 18-months & 1 Non Guaranteed Hours up to 18-months positions as a 311 Contact Centre Agent in Finance & Asset Management.Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality’s core values. We have an Employment Equity Policy and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.
Under the direction of the Supervisor, Customer Contact Centres, the Contact Centre Agent will deal with a number of inbound and outbound telephone calls concerning a wide variety of HRM services. At all times the Agent will act in a professional, positive way, to apply knowledge of those services. In addition, the Agent assists in bringing client’s concerns, complaints and issues to conclusion by referral, dispatch or call back.
DUTIES AND RESPONSIBILITIES: Provide accurate information to both the public and internal clients in a clear, courteous and professional manner as it relates to a wide array of HRM services. Listens, questions and analyses to determine underlying needs of customer concerns. Rectify wherever possible, the customer concerns. Apply a wide variety of service and program guidelines in resolving concerns which are based on knowledge of HRM services and knowledge of needs of the client. At times the Agent will need to operate in stressful situations. Determines information needs and records in a number of computer based systems customer feedback information and technical data. This information can be in the form of complaints, compliments, suggestions, requests for service. Through use of Hansen and by adhering to established procedures, the Agent ensures that requests for service and other public inquiries are distributed in a timely manner and concerns are brought to the attention of the responsible employee. Utilizes the two-way radio system to relay information/service requests to outside workers. Undertake administrative responsibilities such as faxing, typing and general office procedures as required within the contact centre. Conducts research on HRM programs and services to meet needs of agents for information. QUALIFICATIONS:
Education and Experience: Grade 12 and a two year diploma from a recognized educational institution in Office/Business Administration (a suitable combination of training and experience may be considered) Three years recent experience (within the last 5 years) in a Customer Service role dealing directly with members of the public, OR one year recent experience (within the last 5 years) in an inbound Customer Service Contact Centre environment Knowledge of HRM business unit functions and procedures including transit routes, recycling programs etc. Contact Centre experience will be considered an asset. Technical / Job Specific Knowledge and Abilities: Demonstrated awareness of the latest information technology and proficient in the use of software including but not limited to: Microsoft Office Suite, enterprise wide systems used for workflow and customer relationship management is required Keyboarding skills up to 50 wpm. Bilingualism is considered an asset. Good attendance and work record including punctuality and reliability will be taken into consideration. Security Clearance Requirements: Applicants may be required to complete an employment security screening check.
Please note - Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer’s discretion.
COMPETENCIES: Communication, Customer Service, Teamwork and Cooperation, Analytical Thinking, Conflict Management, Values & Ethics, Valuing Diversity.
WORK STATUS: one (1) permanent full-time, one (1) temporary, up to 18-months, and one (1) temporary non-guaranteed hours, up to 18-months
HOURS OF WORK: Shift times are between Monday to Friday, 8:00am - 8:00pm, Saturdays & Sundays 9:00am-5:30pm. Candidates must be flexible. Please note, Agents are required to report to work during inclement weather and emergency situations.
SALARY: Level 5 - $29.40 per hour as per NSGEU Local 222 Collective Agreement (Employees will be compensated 90% of this rate for the probationary period).
WORK LOCATION: 21 Mount Hope Ave (Eric Spicer Building, Dartmouth)
CLOSING DATE: Applications will be received up to 11:59PM Tuesday, July 2, 2024
This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.
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