Customer Contact Centre Agent

Halifax Regional Municipality (HRM) is inviting applications for four (4) Full-time Temporary positions & three (3) Part-time Temporary positions as a Customer Contact Centre Agent in Finance & Asset Management.

Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality's core values. We have an Employment Equity Policy, and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.

Under the direction of the supervisors, Customer Contact Centers, the 311 Customer Contact Centre Agent will handle a vast variety of inbound or outbound calls and emails concerning HRM services. Agents assist councilor support staff, elected officials, internal business partners and residents of HRM by providing tier one support regarding a broad range of municipal government services.

Because of the nature of the role, staff are required to have a high level of customer service and communication skills, as well as the ability to take initiative, be flexible, and maintain confidentiality. The incumbent needs to be able to work efficiently, and effectively with minimal supervision in a fast-paced, team-based environment.

At all times the Agent will act in a professional, positive manner to apply knowledge of those services. In addition, the Agent assists in bringing client's concerns, complaints, and issues to conclusion by referral, dispatch or call back.

DUTIES AND RESPONSIBILITIES:

• Provide accurate information to the public and internal clients in a clear, courteous, and professional manner as it relates to a wide array of HRM services.
• Listen, ask probing questions, and analyze requests to determine underlying concerns of customers. Resolve the customer's concern, wherever possible. Apply a wide variety of service and program guidelines while resolving concerns through knowledge of HRM services and knowledge of the customer. At times the agent will need to operate in stressful situations.
• Determine the need of the customer and through the use of several computer-based systems, provide tier 1 information and create service requests, complaints, compliments, suggestions, and requests for service at the tier 2 level.
• Through use of multiple computer programs, such as Hansen, GIS Mapping Tools, City Works, POSSE, AIMS, SAP (TRM module), Telephony system and the 311 Manual, and by adhering to established procedures, agents ensure that requests for service are distributed in a timely manner and concerns are brought to the attention of the employee or business unit responsible.
• Utilize a telephony system to respond to calls and emails from customers within HRM, Councilors and other government bodies (Provincial, Federal) and business partners such as Halifax Police, Halifax Water, Nova Scotia Power and the Halifax Regional Centre for Education.
• Respond to urgent issues by dispatching information received from customers to the correct HRM staff for immediate resolution.
• Guide customers on how to navigate Halifax.ca, the AIMS parking portal and LMS permitting system.
• Assist in conducting customer satisfaction surveys for internal business units.
• Support the Training and Development lead through job shadowing with new Agents and supporting them learning processes.
• Provide feedback to the Training and Development lead on improvements for the training program.
• Provides feedback to the support team to ensure the resource manual is up to date and gives recommendations for processes and systems used to improve service delivery to customers and business partners.
• Conduct research on HRM programs and services to meet needs of residents.
• During emergency situations, such as weather events, agents may be requested to work on short notice, for extended periods of time, and outside of regular business hours.
• During emergency situations, such as hurricanes, forest fires and floods, agents are responsible for managing sensitive call types as the first point of contact for residents. Agents are required to use multiple sources of information to communicate the most accurate and up to date information to residents affected by the emergency. With the increased impact of climate change it is imperative that Agents be able to report to work during emergency events with little notice and work for extended periods of time when 24-7 response is required during high stress situations.
• Agents support the work of Community Safety to assist the homeless community by providing information on shelter locations, as well as advising on emergency measures during weather events to assist with their safety and wellbeing.
• May perform other related duties as assigned.

QUALIFICATIONS:

Education and Experience:

• Two-year diploma from a recognized educational institution in Office/Business Administration.
• Three years of recent experience (within the last five years) in an inbound Customer Service Contact Center environment, or five years of recent experience in a Customer Service role dealing directly with members of the public. Demonstrated knowledge of municipal operations, business unit functions and procedures.
• Awareness of information-based technology and proficient in the use of software including Microsoft Office Suite as well as knowledge of enterprise-wide workflow and customer relationship management software.
• Minimum 50 WPM typing speed with accuracy.
• FOIPOP awareness.
• Suitable combination of education and experience may be considered.

Technical / Job Specific Knowledge and Abilities:

• Demonstrated awareness of the latest information technology and proficient in the use of software including but not limited to Microsoft Office Suite, enterprise-wide systems used for workflow and customer relationship management is required.
• Keyboarding skills up to 50 wpm.
• Bilingualism is considered an asset.
• Good attendance and work record including punctuality and reliability will be taken into consideration.

Security Clearance Requirements: Applicants may be required to complete an employment security screening check.

Please note - Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer's discretion.

COMPETENCIES: Communication, Customer Service, Teamwork and Cooperation, Analytical Thinking, Conflict Management, Values & Ethics, Valuing Diversity.

WORK STATUS: Four (4) Full-time Temporary positions & three (3) Part-time Temporary positions.

HOURS OF WORK: Shift times are between Monday to Friday, 8:00am - 8:00pm, Saturdays & Sundays 9:00am-5:30pm. Candidates must be flexible. Please note, Agents are required to report to work during inclement weather and emergency situations.

SALARY: Level 5 - $30.28 per hour as per NSGEU Local 222 Collective Agreement.

WORK LOCATION: 21 Mount Hope Ave (Eric Spicer Building, Dartmouth, NS B2Y 4R4).

CLOSING DATE: Applications will be received up to 11:59 pm on Sunday October 11, 2026.

This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.

Please note: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted.

To ensure a fair and equitable hiring process, candidates are expected to complete all parts of the recruitment process, including assessments, assignments, and interviews independently and without the use of artificial intelligence (AI) tools or other forms of external assistance. The use of AI to complete any component of the hiring process is not permitted and may result in disqualification from consideration.

Shortlisted candidates will be required to provide proof of their qualifications, including, but not limited to, educational credentials, professional licenses, and relevant certifications.

During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as interview or testing) and who require an accommodation, should discuss their needs with the Talent Acquisition Advisor when invited to the assessment process. For more information on our accommodation process please click on the link: Accommodations | Hiring | Employment | Halifax

(Positions # 72281715, 722817153, 72290422, 72281755, 72281750, 78604527, 72282608)