Customer Service Representative- Contact Center

Completion of grade 12 (high school diploma) with emphasis on general office practices or completion of an appropriate certificate program from an approved business school or college
Minimum of three years of experience in a customer service environment
Agents will be required to pass a training program with at least the minimum certification scoring
Assets:
Previous Call Centre experience preferably in 311 environment
Experience using CRM POSSE TACS and SAP
Customer service training certification
Proficient typing skills
Excellent verbal communication sound writing and well-developed problem-solving skills
Highly developed customer service and telephone communication skills with a focus on active listening
Ability to communicate with an advanced level of written and spoken English language
Must successfully complete the initial training program with at least the minimum certification scoring no absence from training is permitted
Ability and availability to work various shifts
Demonstrated proficiency with technology such as Google Applications Gmail and Internet including searching for information online
Alignment to our Cultural Commitments and Leadership Competencies ( a culture of equity diversity reconciliation and inclusion
Applicants may be tested
Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.

Learn more about our benefits to 12 temporary part-time positions
Hours of Work: 20.25 - 39 hours per week Sunday - Saturday. The majority of the hours fall between 7am - 7:15pm however may also include after-hours shifts as required.
Salary Range: $28.647 - $35.922 (Hourly)
The Customer Service Representative (CSR) connects members of the public and City of Edmonton employees to services programs and information while focusing on delivering on our corporate promise of enabling a better life for all Edmontonians.
The CSR plays a key role in being a service ambassador proudly serving clients in a friendly productive and efficient manner.
While building strong relationships they will apply their exceptional customer service skills multi-tasking ability and strong oral and written communication skills to interpret customer needs research responses and collect the required information while adhering to all City of Edmonton standards.
Proudly answer questions and respond to service requests on municipal services as well as City of Edmonton employee inquiries in a real time high volume and fast paced environment while ensuring a welcoming and professional experience
Provide responsive service through all access channels including telephone email and in person by utilizing active listening and probing skills to facilitate a resolution
Respond to inquiries verbally and in writing effectively by applying exceptional grammar professionalism and accuracy
Apply well-developed problem-solving and technical skills by concurrently using multiple systems to handle time sensitive inquiries
Enter and retrieve data in the customer relationship management system as well as other management systems
Utilize strong customer service skills to effectively deal with all situations including managing difficult customers
Apply good judgment and sound decision making skills by recognizing when to refer service concerns or difficult customer situations to the Service Experience Team in order to facilitate a successful outcome
Keep informed of policies regulations and procedures for all business areas by utilizing communication tools to ensure accurate information is relayed and proper processes and procedures are followed
Actively participate in ongoing learning and training