Job Summary

This position performs supervisory functions related to the Customer Service team and monitors public inquiries daily.

Duties & Responsibilities

• Supervises the activities of the Customer Service team, including all aspects of addressing and tracking public inquiries within the Customer Relationship Management/311 system.
• Supervises, schedules and trains assigned staff, and ensures duties are performed in accordance with City and Departmental policies and standards.  Assists with the recruitment process and performs disciplinary action, as required.
• Oversees the Corporate knowledge base and maintains communication with internal stakeholders. 
• Reviews and recommends improvements to customer service and tracking programs within the Department.
• Resolves issues regarding customer concerns or questions related to Service Saskatoon policies and practices,and is responsible for a customer tracking system.
• Assists with the development of Customer Service policies, procedures, manuals and directives for the section and monitors and ensures accuracy in responses to public inquiries and implementation of policies.
• Performs the duties of the Corporate Service Delivery Coordinator as required.
• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements:

• Graduation from a two-year, post-secondary program in a related field.
• Four to six years’ experience in customer service, including two years’ in a supervisory role.
• Possession of a valid, Class 5 Saskatchewan Driver’s Licence.
• Current driver’s abstract from SGI demonstrating a safe driving record.

Knowledge, Abilities and Skills:

• Ability to supervise and develop staff.
• Ability to analyze data, identify underlying issues/problems, and recommend required changes.
• Ability to establish and maintain effective relationships with assigned staff and the public.
• Ability to communicate effectively orally and in writing.
• Skill in the use of a computer using the Microsoft Office suite