Description:
Under the supervision of the Service Saskatoon Customer Care Centre Supervisor, this position is responsible to provide support and information to customers regarding civic programs and civic services to ensures an exceptional customer experience.
Duties & Responsibilities
- Receives, documents and responds to a variety of emergent and non-emergent customer inquiries, service requests, concerns and complaints through various communication networks. Compiles, records and tracks customer feedback.
- Communicates information to the citizens verbally and in writing ensuring responses are communicated as outlined within corporate processes and established service levels.
- Provides 24 hour – 7 days a week program and service support for the Citizens of Saskatoon.
- Provides professional in-person customer service and customer care by educating citizens on availability and use of online services.
- Utilizes all functions within and supports training of the Customer Relationship Management (CRM) system. Manages and maintains information in the corporate knowledge database.
- Updates communication for service alerts on the City website.
- Responds to or redirects customer inquiries to the appropriate department and performs customer call backs after inquiry investigations, or as requested by Supervisor.
- Receives and dispatches work to field staff, prioritizes calls according to urgency and importance and communicates with emergency services, as required.
- Dispatches crews, vehicles or other field units to appropriate locations by use of radio, phone or computer. Monitors the route and status of field units to prioritize work schedule. Provides field units with information about work orders, traffic, obstacles, and requirements.
- Acts as a liaison with scheduling groups and field staff to ensure work is completed and arranges overtime callouts as determined by established protocol.
- Contacts Management on-call groups during emergency situations and for approval of additional staff in order to maintain service levels,
- Provides suggestions and feedback to improve services offered, departmental processes and procedures citizen services-based knowledge and experience.
- Assists with the training of new staff, as required.
- 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.
- Four years’ related customer service and operational dispatch experience, including resolving concerns of customers and experience working in a customer service business systems Hosted Contact Centre and CRM.
- Typing speed of 55 w.p.m.
- Successful completion of, or ability to successfully complete customer service training.