Customer Service Representative II Full-time Job

*This posting is seeking candidates who are interested in full-time and less than full-time hours, depending on future need. Less than full-time hours would receive a minimum of two shifts per week.  All applicants must be available to work full-time hours during the first two months for training purposes. *

*This competition will accept applications on an ongoing basis. Applications are reviewed when a hire is needed to maintain service levels. *

We are looking for customer focused individuals with great communication skills to help serve residents and contribute to our growing community. This position is the first line customer contact point to respond to customer inquiries and service requests relating to City of Regina services. This work environment will be attractive to people who are quick learners and quality-oriented, who thrive in fast-paced environments and have a passion for helping others through problem solving, active listening and empathy.

This position provides exceptional customer service in a call centre environment as well as eventual rotation into in-person counter service roles, such as Ambassador and Cashier. Responsibilities include preparation of service requests and inquiries; providing clarification and explanation of bylaws, regulations, policies and procedures; updating computerized records; and performing cash management functions.

Typical Duties Include:

• Respond to inbound calls, emails and social media requests from customers to answer their inquiries regarding programs and services for the City of Regina.
• Resolves problems by clarifying issues and determining customer needs and requirements; researching and exploring solutions; escalating unresolved problems.
• Recommend solutions in the event the City is not responsible for the service requested.
• Communicate appropriate information and/or instructions to departments and field personnel using client relationship management software and telephone.
• Liaise with departments and other government agencies to determine the appropriateness of referrals.
• Determine specific locations for field personnel and assist with answering public inquiries as to where city assets are located using various maps and computer-based mapping tools such as GIS.
• Supply departments, news media and the public with information during emergency response situations.
• Provide in person services to customers to process applications, transfer services, service order requests, issue passes and permits and sell promotional items.
• Calculate, collect, and process payments. Negotiate suitable payment arrangements to clear outstanding and arrears balances and refer collection activity as appropriate.
• Maintain customer account information and document all transactions performed in appropriate databases and computer programs.
• Act as an Ambassador to City Hall greeting customers, answering inquiries, managing incoming/outgoing deliveries and visitor management.
• Comply with all applicable corporate standards, bylaws, policies, and legislation such as The Cities Act, Local Authority Freedom of Information and Protection of Privacy Act.
• Provide guidance and education to the public on the use of the City of Regina website.
• Redirect inquiries of a more complicated nature to the appropriate area to ensure customer satisfaction.
• Perform related duties as required.

Knowledge, Skills & Abilities: 

• Knowledge of customer/client services, cashier and cash management processes, and reception processes
• Knowledge of municipal bylaws, policies, procedures, and practices related to water/sewer, property taxation, property assessment and licensing, and other programs and services
• Knowledge of municipal organization structure as well as (related) external agencies programs and services
• Knowledge of specific branch as well as the broader division/departments for service delivery
• Knowledge of relevant collective agreements, bylaws, policies and procedures, and legislation, including health and safety standards
• Knowledge of job-related office productivity software, internet browsers and search engines, enterprise software, discipline-specific software, and technology devices
• Provides front-line customer service where messages/responses may be met with frustration/rudeness
• Explains, clarifies, and exchanges technical and process information
• Asks questions to determine appropriate response/action
• Responds to escalated inquiries due to complexity to resolve problems
• Provides written response to email and social media public queries
• Identifies issues, consults, and follows scripts, policies, procedures, and processes
• Determines when to escalate calls and create service requests
• Prioritizes and adapts office activities in accordance with daily/weekly/annual schedule within defined timelines/deadlines
• Provides ideas and suggestions to improve work processes
• Contributes to a positive experience through provision of customer service, ambassador services, and cashier services
• Contributes to health, safety, and well-being self and others
• Contributes to completion of work unit activities through completion of sequenced tasks/workflow

Education & Experience:

• The knowledge, skills and abilities required for this position are obtained through successful completion of Grade Twelve, and three (3) years’ experience in a front-line customer service environment. Call Centre experience and additional customer service training is an asset.

Working/Other Conditions:

• Work independently in a team based, open office environment with minimal supervision, demonstrating sound judgement and a high degree of concentration and composure in a stressful environment.
• Perform repetitive hand movements and work in a structured environment.
• Works in indoor office environments
• Exposure to stressful experiences/interaction with parties who are upset, angry, and/or emotionally charged
• Auditory effort during customer service during in-person interactions and inbound and outbound calls
• Concentration and visual effort during data/information input, cross checks of data/information, and confirming data/information accuracy
• Responds to interruptions to workflow that impact concentration demands
• Situational awareness due to health and safety
• Uses keyboards, mouse, computers/tablet, and other technology devices
• Sits and stands for extended periods of time during designated shifts
• Moves, lifts, and carries deliveries/objects/equipment/supplies/files

The Good Stuff:

• Robust Benefits package after working 1907 hours, which includes Health/Dental/Basic Group Life, with optional Civic Pension Plan with Employer Contributions.
• Supported educational programs to enhance employee knowledge and skills through our Educational Assistance Program. Options for Long-term learning programs to provide opportunities for employees to work towards a designation, degree, etc.,
• 50% off admission to City leisure facilities (Swimming, etc.),
• An inclusive and diverse work culture

 

Openings: Up to 10

Type of Posting: Internal & External 

Location Name: City of Regina, Regina, Saskatchewan, CA 

Closing Date: May 31, 2024

Profession: Customer Service, Communications and Marketing 

Desired Employment Status: Casual Opportunities

 

Note: Testing may be done to evaluate knowledge, skills and abilities.

Note: As per the City of Regina's Criminal Record Check Policy, the successful candidate is required to provide a satisfactory criminal record check.

Note: Successful candidates will be required to provide proof of acquired education.

Regina is the capital of Saskatchewan, Canada. The Royal Saskatchewan Museum has exhibits on Canadas Aboriginal peoples and native animals. It's in the Wascana Centre, a park surrounding Wascana Lake. Also in the park is the MacKenzie Art Gallery, with local and global artwork. Hands-on displays fill the lakeside Saskatchewan Science Centre. The RCMP Heritage Centre celebrates the Royal Canadian Mounted Police.