Canada Jobs · Citizen Services Representative - Entry Level at City of St. John's - Jan 2022

Job Number:J0122-0133
Position Title:Citizen Services Representative - Entry Level
Department:Community Services
Appointment Status:Call-in
Employee Group:CUPE 1289
Job Category:Customer Service
Compensation:$28.98/Hour
Closing Date:January 13, 2022

Our City, Our Future

St. John's is a progressive city with a strong connection to the past and a positive outlook on the future. As one of the oldest cities in North America we have a unique history, but we are also a growing city with the needs and opportunities of a modern urban population. The City of St. John's is committed to recruiting world-class talent and expertise to join our City staff, more than 1200 strong, who provide a vast array of valued services to the residents of St. John's and the metropolitan area. If you are an innovative thinker with a positive attitude and a commitment to quality, we want you to help us make St. John's a city where people want to live and feel they belong.

The Opportunity

The City of St. John's is looking for Customer Service Representatives to provide superior customer service to citizens and the business community through a single contact customer service centre. This position is required to ensure quality customer services can be efficiently delivered via 3-1-1 phone services.

Accountabilities

• Efficiently and accurately communicate with all customers internally and externally
• Assess the customer need and take appropriate action to satisfy those needs
• Respond to customers professionally in a polite, courteous and respectful manner;
• Process requests and maintain data through using the computerized Customer Relationship Management (CRM) system
• Access supporting systems and databases and retrieve all applicable information required to service customer requests
• Record, track, route and retrieve information.

The successful applicant will be required to participate in all training programs applicable to this position and other related work. The above statements reflect the general duties considered necessary to describe the principal functions of the job identified and shall not be considered a detailed description of all work requirements that may be inherent in the job.

Qualifications

EDUCATION:Graduation from High School, supplemented by the successful completion of a Business Administration program which is recognized by the City OR a combination of education and experience deemed acceptable by the City.

Experience â€"

• One (1) years' experience in a front line, customer service environment with proven experience in interacting/communicating with both customers and staff on a professional level.
• Knowledge of computerized business transaction systems, keyboarding, and data collection is an asset.
• Previous experience working co-operatively and productively with others to achieve results.
• Previous experience problem solving and using sound judgement.

Other â€"

• All selected qualified applicants for this position will be required to pass a keyboarding test, with a minimum of 30 wpm and a problem-solving test as administered by the employer or an employer designate.

Specific Skills â€"

• Demonstrated communication skills and customer service excellence.
• Excellent communication and listening skills and be able to function at a high level of proficiency and maintain a professional demeanor while working under pressure and without supervision at times.
• Works both independently and as a part of a customer focus team.
• Strong flexibility must adjust quickly and react positively to change.
• Builds and maintains productive working relationships with others and contribute as an effective team member.
• Learns new skills as required, retains large amounts of facts, policies, procedures, regulations and codes, and adheres to quality improvement initiatives as initiated.

Working Conditions

Rotating 8-hour shift schedule including weekends.

• Working alone on some shifts.
• Office environment that is centered within a working team.
• High paced environment with many interruptions that shift priorities daily

Physical Requirements

• Read and sit for an extended period.
• Must have finger dexterity/grasping ability to operate issued equipment/devices, or a computer.

Hours of Work

Call-in shifts as required

Applicants must be members of the Canadian Union of Public Employees, Local 1289, or should be prepared to join the Union immediately upon appointment.

We wish to express our appreciation to all applicants for their interest and effort in applying for this position. However, only candidates selected for interview will be contacted. The City of St. John's does not accept applications in person, by email, fax or mail. Applications will be received up to 12:00 Midnight (Newfoundland Standard Time) on closing date.

This City of St. John's is an equal opportunity employer and is committed to the
employment of a qualified workforce which reflects the community's diversity.