Digital Customer Experience Specialist Job Listing at City of Edmonton in Edmonton, AB (Job ID 51635)

Description

The Digital Customer Experience (DCE) Specialist represents the Customer, Analytics and Digital Transformation section, providing online channels for customers to connect with the Community and Recreation Facilities branch. The DCE specialist responds to inquiries from customers and manages content on the branch's ChatBot platform to ensure information is valuable to our customers. As the voice of the customer, DCE focuses on service design to enhance the customer experience for our eCommerce tools, identifying and triaging ways to improve usability.

What will you do?

• Provide consistent and effective quality service to all customers, internal and external, by email, LiveChat and phone
• Provide timely and accurate responses to inquiries from citizens, colleagues and other departments in a professional and courteous manner
• Demonstrate commitment to supporting teammates, colleagues and supervisor(s), and maintain friendly and professional working relationships
• Contribute insights and ideas to help redefine current process or create new processes
• Regularly dealing with citizen escalations through LiveChat, email, phone (311) and escalations from front counter teams
• Working collaboratively with other sections within the branch to resolve customer inquiries
• Consistently performs transactions, registrations and bookings accurately, timely and in accordance with established policies, procedures, guidelines and business processes
• Completes accurate daily cashouts in accordance with the City's Cash Handling policies
• As directed by the Digital Experience Lead, assist with content management for ChatBot, including: creation of new content and refinement of existing content
• Minor troubleshooting and escalating for further support for functionality issues reported by external customers using our eCommerce system
• Periodic eCommerce system and functionality testing, as well as other support needed by the Digital Business Support and Application Configuration Team
• As a voice of the customer, reviewing transaction errors in the eCommerce system to identify trends for coaching, training and process improvements for both internal and external customers
• Perform other duties as required