Description:
Public Works Customer Service also provides services to internal customers as a central communication center; monitoring various alarms, mailing out information, communicating with Police and Fire and completing a Central Dispatch function for requests for service from the operational public works yards
What you will do:
- Responding tactfully and diplomatically to incoming calls from the general public, internal staff, Police and Fire in a call centre environment.
- Monitor shared email inboxes and answer or direct to the appropriate contact for resolution.
- Monitoring alarms for Wastewater flow monitors, Long Term Care elevators and Real Property Asset Management and dispatching alarms to the appropriate contact.
- Completing a Central Dispatch function for the requests for service from one of the Operational Yards documented by the Corporate Tier I Call Centre.
- Fanning out emergency notifications received from the Overall Responsible Operator, Conservation Authorities and special weather alerts.
- Operating the two-way radio Voice Communications System (VCOM) and providing back-up service for all talk groups.
- Assessing the level of response required for all calls, radio communication, service requests and alarms.
- Providing administrative support by filling orders and completing data-entry.
- Documenting and maintaining accurate records of all communication and activities.
- Relaying information on behalf of the callers for other Regional employees for resolution where applicable.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- Other duties as assigned.
What we require:
- Secondary school diploma, combined with a minimum one-year office experience, preferably in a front-line call centre environment. An equivalent combination of education and/or experience may be considered.
- Exceptional communication skills, both verbal and written.
- Ability to work well under pressure, problem solve and deal with stressful situations.
- Ability to work in a fast-paced customer service environment.
- Ability to assess calls, identify issues and respond quickly and appropriately.
- Detail oriented to maintain accurate records.
- Collaborative team player and able to work independently with little supervision.
- Strong time-management, multi-tasking and organizational skills.
- Must be able to read maps.
- Previous exposure to multi-lined phones and two-way radios would be an asset.
- Experience using Hansen and iPal would be considered an asset.
- Availability on weekdays also would be considered an asset.
- Must be available to participate in the CSR on Stand-by program.