Customer Service Representative Ii

Description:

Knowledge of municipal bylaws, policies, procedures, and practices related to water/sewer, property taxation, property assessment and licensing, and other programs and services
Knowledge of municipal organization structure as well as (related) external agencies programs and services
Knowledge of specific branch as well as the broader division/departments for service delivery
Knowledge of relevant collective agreements, bylaws, policies and procedures, and legislation, including health and safety standards
Knowledge of job-related office productivity software, internet browsers and search engines, enterprise software, discipline-specific software, and technology devices
Communication and Interpersonal Skills
Provides front-line customer service where messages/responses may be met with frustration/rudeness
Explains, clarifies, and exchanges technical and process information
Asks questions to determine appropriate response/action
Responds to escalated inquiries due to complexity to resolve problems
Provides written response to email and social media public queries
Problem Solving and Decision Making
Identifies issues, consults, and follows scripts, policies, procedures, and processes
Determines when to escalate calls and create service requests
Prioritizes and adapts office activities in accordance with daily/weekly/annual schedule within defined timelines/deadlines
Provides ideas and suggestions to improve work processes
Impact
Contributes to a positive experience through provision of customer service, ambassador services, and cashier services
Contributes to health, safety, and well-being self and others
Contributes to completion of work unit activities through completion of sequenced tasks/workflow