Customer Experience Representative

Description:

The Customer Experience Representative is responsible to:

• Triage requests by telephone, email and at the counter, providing information to the public on a range of City, Government and community services and programs. Process information and service requests using the CRM System and other systems to provide accurate and timely response.
• Meet established service performance measures (e.g. average speed of answer, time spent on call).
• Deliver services on behalf of internal departments using the business process for centralized services and other departmental consolidated services.
• Process a range of financial transactions for city services and programs on behalf of multiple departments, following corporate financial procedures (including PCI compliance).
• Document customer interactions using established procedures and computer applications that enable the identification of trends, complaint root cause, and service gaps.
• Review information related to new services or program changes across the Corporation. Support the improvement of departmental services by identifying changes and additions for Knowledge Base Articles that may arise from customer interactions.

Requirements

A two (2) year College Diploma or Post-Secondary training in Public Relations, Communications, Administration, Business or an equivalent combination of education, training and experience. Three (3) years of customer service experience preferably in a contact centre role. Experience handling large volumes of cash, providing contact centre services, processing electronic and paper forms are also beneficial. Experience using Customer Relationship Management systems is considered an asset.