Description:
Are you a proactive leader with a passion for exceptional customer service? We are looking for a dedicated Service Excellence Coordinator to oversee our Customer Service Operations, including the Service Center and Service Fredericton. Join our team and play a pivotal role in enhancing the service experience for our residents, businesses and visitors!
What You'll Do
- Lead and mentor a team of customer service representatives to ensure efficient handling of inquiries via phone, email or in person.
- Establish and uphold best practices to deliver accurate information and resolve inquiries effectively.
- Ensure compliance with policies while overseeing the processing of payments for municipal services such as water and sewer billing, permits, and fines.
- Monitor team performance metrics and implement continuous improvement initiatives to enhance service delivery and customer satisfaction.
- Design and deliver training programs to foster a culture of learning and professional growth.
- Promote a positive, collaborative environment where team members support one another and contribute to team objectives.
What You Bring
- Proven orientation towards customer service with excellent interpersonal and communications skills.
- Ability to manage competing priorities while maintaining attention to detail and accuracy.
- Proficient with Microsoft Office Suite, and familiarity with financial systems like Cogsdale or Oracle.
- Strong judgement and problem solving abilities.