311 Call Centre Representative (TDS) Bilingual - English/French

at  City of Greater Sudbury

JOB DESCRIPTION

Section: Customer Service and 311
Division: Communications and Community Engagement
Department: Office of the Chief Administrative Officer
Initial Reporting Location: Tom Davies Square
Job Status: Limited Regular Part Time Position - Bilingual - English/French
Estimated Probable Duration: Up to Two (2) Years
Affiliation: Inside Unit
Hours of Work: Up to 48 hours bi-weekly
Shift Work Required: Hours of work varies between 7:30 a.m. to 6:30 p.m.
Range of Pay: Group 7 - $27.22 to $31.86 per hour

THE START DATE WILL FOLLOW THE SELECTION PROCESS.

This position is eligible to work remotely on a full-time basis. (Note: Must have the ability to be able to report to a City of Greater Sudbury work location on short notice).

Characteristic Duties: Under the general supervision of the Manager of Customer Service and 311.

• Answer and process incoming telephone calls in a professional and courteous manner maintaining customer satisfaction; determine nature of call; provide information; determine service needed; ask probing questions and use multiple computer applications; transfer to applicable department or staff if required.
• Enter information regarding service requests into Customer Relationship Management Software; forward request to appropriate staff. Record customer service requests/complaints in accordance with established protocols.
• Assess the urgency of requests/inquiries, escalate issues to other departments and dispatch calls on two-way radio when required.
• Liaise with external agencies for urgent issues outside of municipal control (e.g. Traffic light outage, provincial highway issues, wires down).
• Monitor the two-way radio, respond to inquiries and follow-up on issues currently in progress with operating departments.
• Provide information regarding CGS programs, services and hours of operation. Search various computer software data bases/programs for required information (e.g. 311 Knowledgebase, CRM system, Internet, CGS Website, CGS Intranet).
• Liaise with staff in other divisions in order to gather information and to develop service options for customers.
• Respond to citizens’ inquiries or concerns and make every effort to resolve without having to transfer or escalate the call.
• Re-direct callers to outside agencies.
• Keep abreast of CGS activities discussed in media (e.g. Public Service Announcements).
• Collect information for and prepare statistical reports.
• Record all main line telephone messages, as required (e.g. holiday messages, after-hour messages, etc.).
• Maintain the 311 Knowledgebase, ensuring information is accurate and current.
• Receive and process leisure program registrations.
• Respond to inquiries received by the 311 Call Centre through electronic mail.
• Assist in the maintenance of accurate telephone listings both internal and external.
• Provide out-of-city telephone numbers as required.
• Operate a telecommunications device to assist hearing impaired calls seeking information or requesting City services.
• Acquaint new employees with job functions, as required.
• Relieve Citizen Service Centre Representative (Tom Davies Square) as required.
• Develop and maintain a thorough working knowledge of CGS’s Safety Manual and the applicable Provincial Legislation listed therein.
• Perform other related duties as required.

QUALIFICATIONS:

• Successful completion of Secondary School (Grade XII) Education.
• One (1) to two and one-half (2½) years of related experience in a dedicated customer relations role (e.g. call centre, guest services)
• Call centre experience is an asset.
• Excellent conflict resolution skills to de-escalate conversations.
• Knowledge of municipal services and departments.
• Knowledge of call centre operations.
• Knowledge of computer software and administrative systems in a Windows and Internet based environment (e.g. file maintenance, word processing, computerized spreadsheet applications, customer relationship management software, information input and retrieval).
• Knowledge of complaint handling software an asset.
• Ability to demonstrate interpersonal skills in dealing with the people in a courteous and effective manner.
• Ability to demonstrate accurate keyboarding skills, interactive computer capability, quick navigation skills.
• Demonstrated ability to problem-solve with minimal direction.
• Excellent use of English; verbally and in writing.
• French verbal skills and a good working knowledge of written French is required.
• Satisfactory health, attendance and employment history.

• Answer and process incoming telephone calls in a professional and courteous manner maintaining customer satisfaction; determine nature of call; provide information; determine service needed; ask probing questions and use multiple computer applications; transfer to applicable department or staff if required.
• Enter information regarding service requests into Customer Relationship Management Software; forward request to appropriate staff. Record customer service requests/complaints in accordance with established protocols.
• Assess the urgency of requests/inquiries, escalate issues to other departments and dispatch calls on two-way radio when required.
• Liaise with external agencies for urgent issues outside of municipal control (e.g. Traffic light outage, provincial highway issues, wires down).
• Monitor the two-way radio, respond to inquiries and follow-up on issues currently in progress with operating departments.
• Provide information regarding CGS programs, services and hours of operation. Search various computer software data bases/programs for required information (e.g. 311 Knowledgebase, CRM system, Internet, CGS Website, CGS Intranet).
• Liaise with staff in other divisions in order to gather information and to develop service options for customers.
• Respond to citizens’ inquiries or concerns and make every effort to resolve without having to transfer or escalate the call.
• Re-direct callers to outside agencies.
• Keep abreast of CGS activities discussed in media (e.g. Public Service Announcements).
• Collect information for and prepare statistical reports.
• Record all main line telephone messages, as required (e.g. holiday messages, after-hour messages, etc.).
• Maintain the 311 Knowledgebase, ensuring information is accurate and current.
• Receive and process leisure program registrations.
• Respond to inquiries received by the 311 Call Centre through electronic mail.
• Assist in the maintenance of accurate telephone listings both internal and external.
• Provide out-of-city telephone numbers as required.
• Operate a telecommunications device to assist hearing impaired calls seeking information or requesting City services.
• Acquaint new employees with job functions, as required.
• Relieve Citizen Service Centre Representative (Tom Davies Square) as required.
• Develop and maintain a thorough working knowledge of CGS’s Safety Manual and the applicable Provincial Legislation listed therein.
• Perform other related duties as required