Senior Customer Service Representative Full-time Job

Under supervision of the Customer Service Manager, this position provides direction and support to other Customer Service Representatives as well as providing support to the Customer Service Manager.

Duties & Responsibilities

• Performs the duties of a Customer Service Representative.
• Provides daily direction, mentorship, training and on-floor support to Contact Centre staff.
• Acts as the first point of escalation for resolving complaints and complex issues in areas relating to utilities, property tax, parking permits, parking tickets, pet licensing, etc.
• Researches and responds to complex customer and staff issues related to utilities, property tax, parking permits, parking tickets, pet licensing, etc.
• Liaises with internal stakeholders, including Service Saskatoon, Saskatoon Light & Power, Saskatoon Water, Community Standards, etc. to resolve customer issues.
• Provides support to the Customer Service Manager, including processing Call Monitoring Calls for evaluation.
• Reviews and makes recommendations regarding process improvements related to customer service activities in Corporate Revenue.
• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements

• Graduation from a business college 

           OR

• Graduation from a one year, post-secondary business related program.
• Five years’ progressively responsible experience resolving concerns of external customers and processing automated transaction data, including a minimum of two years’ current customer service experience in City utilities and taxes using the City’s Customer Information System (CIS).

Knowledge, Abilities and Skills

• Considerable knowledge of corporate policies, procedures, Civic Bylaw and Provincial Acts as they relate to services offered by Corporate Revenue.
• Knowledge of data processing methods and procedures.
• Demonstrated ability to deal respectfully, courteously and tactfully with external agencies, other civic employees, and the public in difficult circumstances.
• Demonstrated ability to communicate effectively, orally and in writing.
• Demonstrated ability to multi-task, meet deadlines, and manage several concurrent priorities
• Ability to effectively provide guidance and training to staff.
• Ability to research, analyze and interpret information in accordance with established policies and procedures.
• Ability to solve problems independently.
• Skill in the use of a computer using the Microsoft Office Suite.

Requires Security Check