Job Summary

Under supervision of the Care Centre Supervisor this position provides direction and support to other Care Agents as well as providing support to the Supervisor.

Duties & Responsibilities

• Performs the duties of a Care Agent.
• Provides daily direction, mentorship, training and on-floor support to Care Centre staff.
• Acts as the first point of escalation for resolving complaints and complex issues in areas relating to customer calls, emails, social media and chat communication.
• Researches and responds to complex customer and staff issues.
• Liaises with internal stakeholders, including Corporate Revenue, Saskatoon Light & Power, Saskatoon Water, Community Standards, etc. to resolve customer issues.
• Provides support to the Care Centre Supervisor, including the monitoring and feedback for all customer touchpoints
• Reviews and makes recommendations regarding process improvements related to customer service activities for Service Saskatoon.
• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements:

• Graduation from a business college 
  OR
  Graduation from a one year, post-secondary business related program.
• Five years’ progressively responsible experience resolving concerns of external customers and processing automated transaction data, including a minimum of two years’ current customer service experience in Water & Sewer operations, Waste Stream operations, Roadway and Sidewalk operations, Snow and Ice programs, work management and dispatching while using the City’s NICE software, Customer Relationship Management System, SAP EAM and Hosted Contact Centre Phone system. 

Knowledge, Abilities and Skills:

• Considerable knowledge of corporate policies, procedures, Civic Bylaw and Provincial Acts as they relate to services offered by Service Saskatoon and The Customer Care Centre.
• Knowledge of data processing methods and procedures.
• Demonstrated ability to deal respectfully, courteously and tactfully with external agencies, other civic employees, and the public in difficult circumstances.
• Demonstrated ability to communicate effectively, orally and in writing.
• Demonstrated ability to multi-task, meet deadlines, and manage several concurrent priorities
• Ability to effectively provide guidance and training to staff.
• Ability to research, analyse and interpret information in accordance with established policies and procedures.
• Ability to solve problems independently.
• Skill in the use of a computer using the Microsoft Office Suite.

Requires Security Check

Additional Requirements

Shift work and weekend work may be involved.