Description:
Reporting to the Supervisor, Operations Call Centre, this role is to act as first point of customer contact for the City’s multi-channel, multi-location 24x7 Contact Centre and 311 Service, Cashiers and Service Brampton Centre(s). This includes answering and managing public inquiries for non-emergency information and/or services in-person or via telephone, email, mail, online and other social media communication channels as well as payment processing, reconciliation and cash handling .
Act as first point of customer contact for the City of Brampton in-person or via the telephone, email, mail, online and other social media communication channels.- Receive, assess, respond/refer to, dispatch, and follow-up on customer inquiries regarding City information, programs, special events, and requests for non-emergency City services.
- Receive, accept and process payments through approved intake methods.
- Perform daily payment transaction balancing, funds for deposit and lock box processing, account adjustments and revenue report preparation.
- Maintain confidentiality, security awareness, cash safekeeping and handling.
- Manage customer inquiries and/or requests with potential to escalate.
- Respond to, refer or transfer, and record customer inquiries that cannot be resolved at first point of contact to appropriate City department, employee or other government levels, agencies and external organizations.
- Record, maintain and compile statistics about all customer inquiries, and assist with information management.
- Maintain current event and customer awareness, recognize and take appropriate action toward trends or changes in types of inquiries and/or nature of questions presented.
- Participate in training of new employees on operating procedures and systems.
- Perform other similar and related duties as required and assigned.
EDUCATION:
- High school (Grade 12) graduation plus an additional program of up to one year in General Arts & Science or equivalent education.
REQUIRED EXPERIENCE:
- Over one (1) year, up to and including two (2) years’ experience in a similar inbound customer service contact centre environment and in-person interactions.
OTHER SKILLS AND ASSETS:
- Demonstrated experience in a computerized contact centre environment: conducting internet searches, operating multi-line telephone systems with call centre features.
- Experience in an office and customer service environment, with knowledge of cash handling, Point-of-Sale terminals and electronic transactions, and the ability to work in a high-volume fast-paced environment.
- Exceptional written and verbal communication and interpersonal skills with an emphasis on customer service.
- Strong time management and organizational skills with a mathematical aptitude, and attention to detail for accuracy in data entry and reconciliations.
- Working knowledge of MS Office, standard office equipment, and data entry applications.
- Familiarity with two-way radio systems is an asset.
- Ability to work assigned variable shifts, including days, evenings and/or nights.
- Superior telephone communication ability including good etiquette, voice quality, articulation and listening skills.
- Able to work independently and as part of a team.
- Multilingualism and knowledge of municipal functions are assets.