Description:
The Customer Service Representative, Service Cambridge position within the Corporate Services Department, reports to the Supervisor of Service Cambridge, and is located at City Hall and/or a satellite facility. This position is responsible for the following duties:
What you will be doing
- Provides quality customer service to members of the public on behalf of all city departments and service areas via the phone in the Service Cambridge Contact Call Centre and/or the Service Cambridge Counter, as assigned.
- Greets visitors, determines nature of the visit, responds to general inquires and handles cash and processes cash payments for tax, water, permits, tickets, and various services using the Point of Sale System.
- Receives and responds to high volume of complex inquiries and customer complaints using established customer service policies and/or procedures.
- Research and analyze information to initiate and process Service Requests (SRs) using a knowledge base system
- Administrative functions include restocking of pamphlets and materials, accepting general deliveries, incoming interoffice, scan and/or file.
- Tracks all interactions with the public for proper reporting and continuous improvement of Service Cambridge.
- Reconciles cash drawers, opens and closes tills, balances cash register, and prepares receipts for bank deposits.
- Distributes parking permits to approved persons, as required.
- Receives applications and licenses, registrations, and various information for city departments, and handles these items in accordance with the Municipal Freedom of Information and Privacy Protection Act.
- Promotes a positive image of the City of Cambridge and adheres to the Staff Code of Conduct and a high standard of ethical behavior.
Education
Two year College Diploma in Business Administration or Similar
Experience and Knowledge
- College education in the areas of business, applied arts, community services, language, communications, computers, or information technology.
- Two years of customer service experience in a call centre environment and cash handling, sales, and/or Point Of Sales System.
- Knowledgeable and proficient in the use of all manner of technologies and computer applications including (but not limited to) Microsoft Office Suite, internet, Adobe Reader, Maximo, On Point, Active Net, Point of Sale System, Vailtech, Class, and Customer Service Relationship Management database.