Job Summary

Duties & Responsibilities

• Performs the duties of a Customer Service Representative.
• Provides daily direction, mentorship, training and on-floor support to Contact Centre staff.
• Acts as the first point of escalation for resolving complaints and complex issues in areas relating to utilities, property tax, parking permits, parking tickets, pet licensing, etc.
• Researches and responds to complex customer and staff issues related to utilities, property tax, parking permits, parking tickets, pet licensing, etc.
• Liaises with internal stakeholders, including Service Saskatoon, Saskatoon Light & Power, Saskatoon Water, Community Standards, etc. to resolve customer issues.
• Provides support to the Customer Service Manager, including processing Call Monitoring Calls for evaluation.
• Reviews and makes recommendations regarding process improvements related to customer service activities in Corporate Revenue.
• 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 City utilities and taxes using the City’s Customer Information System (CIS).

Knowledge, Abilities and Skills:

• Considerable knowledge of corporate policies, procedures, Civic Bylaw and Provincial Acts as they relate to services offered by Corporate Revenue.
• 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.

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