Customer Service Representative Ii

Description:

We are looking for customer focused individuals with great communication skills to help serve residents and contribute to our growing community. This position is the first line customer contact point to respond to customer inquiries and service requests relating to City of Regina services. This work environment will be attractive to people who are quick learners and quality-oriented, who thrive in fast-paced environments and have a passion for helping others through problem solving, active listening and empathy.
This position provides exceptional customer service in a call centre environment as well as eventual rotation into in-person counter service roles, such as Ambassador and Cashier. Responsibilities include preparation of service requests and inquiries; providing clarification and explanation of bylaws, regulations, policies and procedures; updating computerized records; and performing cash management functions.

Typical Duties Include:
Respond to inbound calls, emails and social media requests from customers to answer their inquiries regarding programs and services for the City of Regina.
Resolves problems by clarifying issues and determining customer needs and requirements; researching and exploring solutions; escalating unresolved problems.
Recommend solutions in the event the City is not responsible for the service requested.
Communicate appropriate information and/or instructions to departments and field personnel using client relationship management software and telephone.
Liaise with departments and other government agencies to determine the appropriateness of referrals.
Determine specific locations for field personnel and assist with answering public inquiries as to where city assets are located using various maps and computer-based mapping tools such as GIS.
Supply departments, news media and the public with information during emergency response situations.
Provide in person services to customers to process applications, transfer services, service order requests, issue passes and permits and sell promotional items.
Calculate, collect, and process payments. Negotiate suitable payment arrangements to clear outstanding and arrears balances and refer collection activity as appropriate.
Maintain customer account information and document all transactions performed in appropriate databases and computer programs.
Act as an Ambassador to City Hall greeting customers, answering inquiries, managing incoming/outgoing deliveries and visitor management.
Comply with all applicable corporate standards, bylaws, policies, and legislation such as The Cities Act, Local Authority Freedom of Information and Protection of Privacy Act.
Provide guidance and education to the public on the use of the City of Regina website.
Redirect inquiries of a more complicated nature to the appropriate area to ensure customer satisfaction.
Perform related duties as required.

Knowledge, Skills & Abilities:
Knowledge of customer/client services, cashier and cash management processes, and reception processes
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

Education & Experience:
The knowledge, skills and abilities required for this position are obtained through successful completion of Grade Twelve, and three (3) years’ experience in a front-line customer service environment. Call Centre experience and additional customer service training is an asset.