Customer Experience Representative

Competition number: 26-015

The Customer Experience Representative is the face and voice of the City of Saint John. Working together with the Integrated Customer Service team, the aim is to provide a single point of contact for the City of Saint John to foster positive relationships between the City, our employees, the citizens, and other organizations through the provision of effective and efficient administration and front line communications.

Key Results Areas

The Integrated Customer Service team will ensure all visitors and inquiries received through the Integrated Customer Service Center (in person, on the phone and online) are responded to positively, professionally and effectively by:

•Receiving, recording and processing various types of inquires and referring to the proper service area when necessary, utilizing standardized tools and technology.

•Utilizing a standardized scripting and prompting database to assist the public and provide information relating to various City functions and complex corporate processes.

•Utilizing a creative and proactive solutions approach to resolve customer inquiries or issues whenever possible, recognizing when escalation is required.

•Identifying when the knowledge database, processes and procedures require updates and providing suggestions or solutions to resolve.

The Integrated Customer Service team will serve as the single point of contact and front line communications for City Hall by providing the following services for the entire organization:

•Greeting and screening all City Hall visitors, ensuring established security processes are followed for City Hall access.

•Receiving, managing and distributing all incoming and outgoing packages, parcels and mail for City Hall departments and staff.

•Processing and managing various payments and associated reports, including but not limited to; water and sewerage bills, parking tickets, monthly parking payments, residential parking permit fees another various fees.

Support and enable various City Service Areas in operating at optimal levels by providing administrative support such as, but not limited to:

•Assisting colleagues as needed providing administrative support and expertise.

•Contributing to a continuous improvement culture by identifying opportunities, processes and procedures for improvement.

•Ensuring all office equipment is operational by performing regular maintenance checks and maintaining a working knowledge of the equipment in order to troubleshoot basic problems.

•Ordering and maintaining inventory of office supplies.

•Maintaining records, files and databases and ensuring information is up to date and accessible at all times.

•Preparing, updating and monitoring of promotional and customer service communications, including updating webpages, monitoring voicemails and email inboxes.

•Composing various types of correspondence, reports, memorandums, notices.

•Performing general office duties as required including keyboarding, filing and photocopying.

•Strong aptitude for computer software including Microsoft Office suite of products, Naviline, databases, GIS mapping systems and other software applications;

•Ability to work with large volumes of information including researching, assessing, recording and reporting data, while utilizing multiple applications and computer screens;

•Strong interpersonal skills, including excellent verbal and written communications skills;

•Strong keyboarding and proof reading skills with emphasis on accuracy and attention to detail;

•Excellent customer orientation, collaborating with members of all service areas at various levels within the organization to ensure service requirements are met;

•The ability to resolve difficult situations with customers and staff constructively and positively in a respectful and professional manner; and

•Proven ability to work in a fast paced and demanding public facing environment while delivering a high level of customer service.

Essential Qualifications

Education

A community college diploma in Office Administration, a university Business Certificate 1, or an equivalent program.

Experience

One (1) year previous experience in a customer service focus role.

An excellent level of proficiency in Microsoft Office Systems is required.

Certification

•A minimum of 50% of staff will require a level of Intermediate (2) of French Proficiency as determined by the province of New Brunswick French Oral Proficiency Testing. For this vacancy, Bilingualism is an asset, but not a requirement.

Equal Opportunity Employer:

We are an Equal Opportunity Employer. We are committed to building a workforce that reflects the diversity of the communities in which we live and which we serve. We encourage and support applications from Indigenous persons, persons with disabilities, and members of visible minority groups. Candidates who belong to such groups, who are qualified, will be given preference at the time of selection.

Applications will be accepted through our online system only. Qualified applicants should submit their cover letters and resumes to:

City of Saint John
Attn: Hiring Committee
www.saintjohn.ca (careers)

Only those applicants being considered further will be contacted.