Customer Service Associate

Description:

The Customer Service Associate provides customer service to the general public by responding to inquiries and providing information on Regional services, public meetings and/or events, and acts as the building contact for visitors to the facility. Responsibilities include: provision of a wide variety of information to customers, assessing urgency and information needs, and responding, referring as appropriate. Answer incoming client inquiries. Track inquiries and activities to guide improvements and adjustments to processes and services. Provide administrative support. Ensure building security policies and procedures are consistently applied to protect the safety and wellbeing for all staff and visitors to the building. Participate in other projects and activities as required, in support of customer service operations.

QUALIFICATIONS

EDUCATION

• Completion of 1 year post-secondary diploma in office administration.
• An equivalent combination of relevant education and experience may be considered.

KNOWLEDGE/EXPERIENCE

• Minimum 1-2 years of experience interacting with the public and providing exceptional customer service.
• Previous switchboard experience in a large organization or high volume call center is considered an asset.
• Working knowledge of municipal organizations, structures, functions and services.

SKILLS

• Ability to provide exceptional customer service based on Niagara Region values.
• Strong customer service orientation, including tact and diplomacy skills necessary to deal with diversity of staff and customer base.
• Ability to communicate effectively; selecting the appropriate communication methods and tools, depending on the audience & situation.

• Ability to work both in a team and independently; taking personal responsibility for tasks and deadlines.
• Strong interpersonal and conflict resolution skills, with the ability to de-escalate difficult conversations.

• Good organizational skills with strong attention to detail and accuracy.

• Superior analytical and problem-solving skills.

• Proficient in the use of MS Word, Excel and Outlook, with the ability to learn additional programs as required.
• Ability to follow direction and work within established procedures.
• Eager and willing to undertake new tasks as assigned.
• Diversity, sensitivity and/or conflict resolution training considered an asset.
• Ability to communicate in multiple languages is considered an asset.