SHAPE EXCEPTIONAL EXPERIENCES AS A SERVICE EXPERIENCE COORDINATOR

Are you passionate about making a tangible difference in people’s lives? Do you thrive on solving complex problems and building strong relationships? At 311 & Customer Access, we are the vital link connecting Edmontonians and City of Edmonton employees to essential services, programs, and information. We are committed to delivering on our promise of enabling a better life for all Edmontonians, and that starts with providing outstanding service.
As a Service Experience Coordinator, you’ll be at the forefront of this mission, leveraging your expertise to troubleshoot and resolve escalated and critical service requests across 70 lines of service. You’ll work collaboratively with leadership and various business areas, conducting in-depth research, identifying root causes, and implementing solutions that directly enhance customer satisfaction and operational efficiency. If you’re a natural problem-solver with a knack for fostering positive relationships and a desire to elevate service quality, we invite you to help us shape exceptional experiences for our community.

SKILLS REQUIRED FOR SUCCESS:

• Experience with Contact Centre programs such as CISCO, NICE WFM, POSSE, TACS, SAP, RAMS and CACTIS
• Demonstrated understanding and knowledge of 311 & Customer Access processes, procedures and systems
• Knowledge of 311 & Customer Access processes and procedures
• Ability to exercise good judgment in public relations when dealing with members of the public, media, all levels of staff, including elected officials
• Experience conducting research using various tools with an emphasis on delivering accurate information
• Able to work in a fast-paced, high-volume, detail-oriented environment with a strong focus on, organizational and strong time management skills
• Able to multi-task by juggling numerous tasks at once
• Able to make decisions independently
• Proven reliability by completing all deliverables on time and demonstrating a consistent record of attendance in a real time environment
• Ability to work various shifts over 6 days a week, 12 hours a day (7am-7pm)
• Comfortable with having calls recorded on an ongoing basis
• Demonstrated proficiency with technology such as Google Applications, Gmail and Internet
• Able to meet performance standards and not currently on a formal performance action plan
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation and inclusion

Qualifications:

• Completion of grade 12 (high school diploma) with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school or college
• Two years of 311 experience as a universally trained member meeting all performance expectations in the last 12 months rolling perio

• Resolve escalated concerns, City Council Offices, other business areas, or 311 & Customer Access leadership
• Gather all necessary information about the issue, including the nature of the problem, its impact, and urgency
• Investigate the root cause by diving into service inquiry history and reviewing internal procedures
• Identify process improvements where processes or systems may have fallen short
• Collaborate with key business partners, and communicate with relevant teams to coordinate efforts and ensure a timely resolution
• Taking ownership, driving progress and seeing complex inquiries through to resolution
• Developing a comprehensive resolution plan in collaboration with other teams
• implement solutions, ensuring they address the root cause and prevent future issues
• Keeping business partners informed, providing regular updates to customers and internal teams on the progress
• Managing expectations effectively, communicating clearly to minimize any frustration
• Dealing with highly complicated and emotionally charged situations, which involves handling upset citizens, navigating difficult conversations, and de-escalating conflict
• Managing complaints and grievances with empathy and professionalism while ensuring fair resolutions
• Cross-departmental collaboration, coordinating with multiple teams such as Training, Scripting, Quality, and various Business Partners to resolve complex issues
• Build and maintain strong relationships with both internal and external business partners
• Drive service improvement by identifying systemic issues and developing data-driven solutions
• Other related responsibilities

Qualifications:

• Completion of grade 12 (high school diploma) with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school or college
• Two years of 311 experience as a universally trained member meeting all performance expectations in the last 12 months rolling period