Customer Service Representative Job Listing at City of Edmonton in Edmonton, AB (Job ID 51278)

Description

The Customer Service Representative (CSR) connects members of the public and City of Edmonton employees to services, programs and information, while focusing on delivering on our corporate promise of enabling a better life for all Edmontonians.

The CSR plays a key role in being a service ambassador proudly serving clients in a friendly, productive and efficient manner.

While building strong relationships they will apply their exceptional customer service skills, multi-tasking ability and strong oral and written communication skills to interpret customer needs, research responses and collect the required information while adhering to all City of Edmonton standards.

What will you do?

• Proudly answer questions and respond to service requests on municipal services as well as City of Edmonton employee inquiries, in a real time, high volume and fast paced environment, while ensuring a welcoming and professional experience
• Provide responsive service through all access channels including telephone, email and in person by utilizing active listening and probing skills to facilitate a resolution
• Respond to inquiries verbally and in writing effectively by applying exceptional grammar, professionalism, and accuracy
• Apply well-developed, problem-solving and technical skills by concurrently using multiple systems to handle time sensitive inquiries
• Enter and retrieve data in the customer relationship management system as well as other management systems
• Utilize strong customer service skills to effectively deal with all situations including managing difficult customers
• Apply good judgment and sound decision making skills by recognizing when to refer service concerns or difficult customer situations to the Service Experience Team in order to facilitate a successful outcome
• Keep informed of policies, regulations and procedures for all business areas by utilizing communication tools to ensure accurate information is relayed and proper processes and procedures are followed
• Keep up to date on changes and current events by utilizing tools, systems and documentation in place
• Actively participate in ongoing learning and training
• Perform other related duties as required