Job Expired
This posting has expired and applications are no longer being received and this job does not show up on the main job list.
This posting has expired and applications are no longer being received and this job does not show up on the main job list.
Job Not Active The job you are viewing has not been approved and does not currently appear on our list of jobs.
Job Description
CUSTOMER SERVICE REPRESENTATIVE (SERVICE FIRST CALL CENTRE)
Length: Part-time (1Position),
Temporary Part-time (2 Positions - for approximately 15 months)
Hours of Work: Various shifts, weekdays, weekends, Statutory holidays
Wage: $22.51 – $25.59 per hour
Location: 131 Goodrich Drive, Kitchener
Description of Duties:
Knowledge, Skills, Abilities Required:
Alternate formats of this document are available upon request. Please contact Human Resources Reception at phone number (519-575-4444), TTY number (519-575-4608) to request an alternate format.
Please apply online, before 11:59 PM on Dec 17, 2013 quoting competition number 2013-1716, or send your resume to: The Regional Municipality of Waterloo, Human Resources, 150 Frederick Street, 3rd Floor, Kitchener, ON N2G 4J3.
We thank all applicants in advance; however, we will be corresponding only with those selected for an interview.
If you are currently an employee of The Regional Municipality of Waterloo, please click here to apply.
We will accommodate the needs of qualified applicants under the Human Rights Code in all parts of the hiring process.
Length: Part-time (1Position),
Temporary Part-time (2 Positions - for approximately 15 months)
Hours of Work: Various shifts, weekdays, weekends, Statutory holidays
Wage: $22.51 – $25.59 per hour
Location: 131 Goodrich Drive, Kitchener
Description of Duties:
- Receives Service First Call Centre information requests, service requests, and complaints from the public, businesses, contractors, and Regional staff regarding a variety of programs within the Region of Waterloo (ROW), over the phone, TTY, or by e-mail, and takes action to resolve calls based on information and protocols scripted in computerized knowledgebase.
- Provides after hours on-call response or dispatch.
- Works shifts, weekends, evenings, and statutory holidays, as required.
Knowledge, Skills, Abilities Required:
- Knowledge of call centre technology (e.g., customer relationship management and knowledgebase software) and call centre telephony (e.g., Symposium), normally acquired through a grade 12 education and 2 years of related experience in a customer service and call management environment.
- Knowledge of the Region and its organizational structure, programs, services, policies and procedures.
- Customer service, communication, listening, and human relations skills in order to determine customer/client needs, understand and relay information, build positive rapport, confidence and trust, and participate as an effective team member.
- Attention to detail, and organizational and time management skills in order to accurately enter data, follow scripts, maintain records, focus on multiple priorities, and handle high call volumes in a fast-paced environment.
- Conflict resolution and problem solving skills in order to deal with angry customers/clients and/or individuals in crisis.
- Ability to relate in a professional, courteous, calm, and friendly manner to all types of callers from different backgrounds.
- Skill in the use of computer and telephone-related software, with basic knowledge of Microsoft Office, internet and intranet search tools, and call centre technologies.
- Ability to accurately read, interpret, and apply policies and procedures, and knowledgebase and web-based information in order to provide accurate and quality information to customers/clients.
- Ability to respond to inquiries from staff and the public; verify basic information with external agencies; communicate with clients who are difficult to understand due language restrictions, and with client groups with sensitive and/or personal issues in order to refer them to appropriate departments.
- Ability to input caller information into a database.
- Ability to travel occasionally to Regional locations for training.
- Ability to support and project values compatible with the organization.
Alternate formats of this document are available upon request. Please contact Human Resources Reception at phone number (519-575-4444), TTY number (519-575-4608) to request an alternate format.
Please apply online, before 11:59 PM on Dec 17, 2013 quoting competition number 2013-1716, or send your resume to: The Regional Municipality of Waterloo, Human Resources, 150 Frederick Street, 3rd Floor, Kitchener, ON N2G 4J3.
We thank all applicants in advance; however, we will be corresponding only with those selected for an interview.
If you are currently an employee of The Regional Municipality of Waterloo, please click here to apply.
We will accommodate the needs of qualified applicants under the Human Rights Code in all parts of the hiring process.