Customer Service Representative Ii

Openings: Up to 10

Type of Posting: Internal & External

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

Date Posted: April 18, 2023

Closing Date: July 28, 2023

Profession: Customer Service, Communications and Marketing

Experience Level(s): Intermediate

Job ID: 1340

• This posting is seeking candidates who are both interested in full-time hours and less than full-time hours, depending on future need. Less than full-time hours could be up to two shifts per week. All applicants need to be available to work full-time hours during the first two months while training.*

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:

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

Knowledge, Skills & Abilities:

• 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 specific branch as well as the broader division/departments for service delivery
• Knowledge of municipal organization structure as well as (related) external agencies programs and services
• Knowledge of job-related office productivity software, internet browsers and search engines, enterprise software, discipline-specific software, and technology devices
• Knowledge of relevant collective agreements, bylaws, policies and procedures, and legislation, including health and safety standards
• Knowledge of customer/client services, cashier and cash management processes, and reception processes

Communication And Interpersonal Skills

• Responds to escalated inquiries due to complexity to resolve problems
• Provides written response to email and social media public queries
• Asks questions to determine appropriate response/action
• Explains, clarifies, and exchanges technical and process information
• Provides front-line customer service where messages/responses may be met with frustration/rudeness

Problem Solving and Decision Making

• 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
• Identifies issues, consults, and follows scripts, policies, procedures, and processes

Impact

• Contributes to health, safety, and well-being self and others
• Contributes to completion of work unit activities through completion of sequenced tasks/workflow
• Contributes to a positive experience through provision of customer service, ambassador services, and cashier services

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:

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

✓ 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.

Jurisdiction: CUPE Local 7

Department: Communications & Engagement - Service Regina

Hourly Salary: $24.67 - $31.40

Annual Salary: $47,036.00 - $59,867.00

The City of Regina acknowledges that we are on Treaty 4 Territory, and the traditional lands of the Cree, Saulteaux, Dakota, Nakota, Lakota, and the homeland of the Métis Nation.

We want to show our recognition and respect to the Nations and the ancestors of this territory, we are grateful for the privilege to be here, to co-exist. We recognize that much of the harms of the past have shaped our relationship; we are committed to our work of building trust. We hope for good and everlasting relationships to create true partnerships with Indigenous peoples.

Regina is committed to employment equity and accessibility. We encourage applications from members of equity-seeking communities including women, racialized and Indigenous persons, persons with disabilities and persons of all sexual orientations and gender identities/expressions.

Note: The City of Regina strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact Talent at 306-777-7550 or by email at [email protected].