Customer Service Representative Jobs

About The Position

Requirements

• Completion of grade 12 (high school diploma) with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school or college.
• Minimum of three years of experience in a customer service environment.
• Agents will be required to pass a training program with at least the minimum certification score.
• Proficient typing skills.
• Excellent verbal communication, sound writing, and well-developed problem-solving skills.
• Highly developed customer service and telephone communication skills, with a focus on active listening.
• Demonstrated professionalism, displaying a courteous, friendly and positive attitude, even in the face of challenging interactions and situations.
• Experience conducting research using various tools with an emphasis on delivering accurate information.
• Ability to work in a fast-paced, high-volume, detail-oriented environment with a strong focus on multitasking, organizational and time management skills.
• Proven success performing individually and as an active, reliable and engaged team player.
• Proven reliability, with a consistent record of attendance at work is a must in a real time environment.
• Ability to communicate with an advanced level of written and spoken English language.
• Must successfully complete the initial training program with at least the minimum certification scoring, no absence from training is permitted.
• Ability and availability to work various shifts.
• Demonstrated proficiency with technology such as Google Applications, Gmail and Internet, including searching for information online.
• Alignment to our Cultural Commitments and Leadership Competencies.
• Embracing a culture of equity, diversity, reconciliation and inclusion.
• Applicants may be tested.
• Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement.

Nice To Haves

• Previous Call Centre experience, preferably in a 311 environment.
• Experience using CRM, POSSE, TACS and SAP.
• Customer service training certification.

Responsibilities

• Answer questions and respond to service requests on municipal services as well as City of Edmonton employee inquiries, in a real-time, high-volume, and fast-paced environment, while ensuring a welcoming and professional experience.
• Provide responsive service through all access channels, including telephone, email and in person, by utilizing active listening and probing skills to facilitate a resolution.
• Respond to inquiries verbally and in writing effectively by applying exceptional grammar, professionalism, and accuracy.
• Apply well-developed, problem-solving and technical skills by concurrently using multiple systems to handle time-sensitive inquiries.
• Enter and retrieve data in the customer relationship management system as well as other management systems.
• Utilize strong customer service skills to effectively deal with all situations including managing difficult customers.
• Apply good judgment and sound decision-making skills by recognizing when to refer service concerns or difficult customer situations to the Service Experience Team in order to facilitate a successful outcome.
• Keep informed of policies, regulations and procedures for all business areas by utilizing communication tools to ensure accurate information is relayed and proper processes and procedures are followed.
• Keep up to date on changes and current events by utilizing tools, systems and documentation in place.
• Actively participate in ongoing learning and training.
• Perform other related duties as required.

Benefits

• Learn more about our benefits https://bit.ly/COEbenefits.