Customer Service Representative II

Job ID: 2479

Openings: Up to 8

Jurisdiction: CUPE Local 7

Division: Communications, Service Regina & Tourism

Department: Communications & Engagement

Branch: Service Regina

Location Name: Regina, Saskatchewan, CA

Type of Posting: Internal & External

Employment Type: Casual

Hourly Salary: $25.24 - $32.63

Annual Salary: $48,123.00 - $62,213.00

Date Posted: November 18, 2024

Closing Date: November 28, 2024

Land Acknowledgement

We are proud to reside on Treaty 4 Territory and the traditional lands of the Cree, Saulteaux, Dakota, Nakota, Lakota, and Métis Nation, honoring and respecting these Nations and ancestors of this territory and grateful to be here. Regina is committed to building trust and creating true partnerships with Indigenous peoples.

Equity, Diversity & Inclusion

The City of Regina is an equal opportunities employer dedicated to fostering a respectful, collaborative, inclusive, and barrier-free workplace, allowing everyone to achieve their full potential. We value diversity as a key to our success and encourage all qualified candidates, including Indigenous peoples, people of color, 2SLGBTQIAP+ individuals of all genders, persons of disabilities, and members of equity-seeking communities, to apply.

The City of Regina is committed to ensure accessible and accommodating processes during the application and selection phases. If you need accommodation at any point during the recruitment process, please inform our Talent team and we'll collaborate with you to address your requirements.

Position Summary:
Note: This position starts as part-time, with a guaranteed 15 hours per week, with the potential to transition to full-time hours.

Note: All applicants must be available to work full-time for the first two (2) months to complete the required training.

We're excited to welcome customer-focused individuals with exceptional communication skills to join our team in serving the vibrant City of Regina! As the first point of contact for residents, you'll handle inquiries and service requests, making a direct impact in our growing community. If you're a quick learner who thrives in a dynamic, fast-paced environment and has a passion for helping others through problem-solving, active listening, and empathy, this role is perfect for you!

Your main responsibilities include:

• Answer customer inquiries via phone, email, and social media regarding city programs and services.
• Clarify issues, determine customer needs, research and explore solutions, and escalate unresolved problems when necessary.
• Provide clear explanations of bylaws, regulations, policies, and procedures to customers.
• Use client relationship management software and phone to relay information and instructions to relevant departments and field personnel.
• Calculate, collect, and process payments, negotiate payment arrangements for outstanding balances, and refer cases for collections as needed.
• Update and document customer account information and all transactions in the relevant databases and computer systems.
• Perform related duties as required. To view the full job description, visit open.regina.ca.

What to expect:

• Performance-Driven Environment: Breaks, tasks, and statuses are scheduled, with regular reviews of employee metrics to maintain efficiency and quality.
• Supportive, Well-Organized Environment: Work in a structured call center with clear processes, use of evolving technology, and a collaborative team that provides the guidance and resources you need to succeed.
• High-Intensity Interactions: Handle customer inquiries with professionalism and composure, even when interactions are emotionally charged or challenging, requiring sound judgment and strong communication skills.
• Focused, Detail-Oriented Tasks: Engage in data entry and information verification with high concentration, auditory focus, and visual effort, often while sitting or standing for extended periods.

Who you are:

• You excel at professionally explaining and clarifying information, even when managing frustrated or escalated inquiries.
• You grasp complex bylaws, policies, and services related to water, sewer, taxation, assessment, collective agreements, and safety standards with ease.
• You are proficient in using office tools, enterprise software, and specialized applications to deliver efficient service.
• You have a keen ability to identify issues, resolve them by following established policies, and escalate when necessary.
• You bring experience in cashier duties, cash handling, and processing customer payments.
• You effectively manage tasks and adjust your activities to meet daily, weekly, and annual schedules.
• You demonstrate a strong ability to comprehend complex information and apply it effectively to achieve optimal results in various tasks and problem-solving scenarios.

What you need:

• This position requires a high school diploma and at least three years of experience in a front-line customer service environment.
• Experience in a call center and additional customer service training are considered assets.

Additional Requirements

• Successful candidate may be required to obtain and provide a satisfactory criminal record check, as per the City of Regina's Criminal Record Check Policy.

• Successful candidate will be required to provide proof of acquired education.

• Additional assessments may be conducted to evaluate competencies, knowledge, skills and abilities.

Join our team at the City of Regina and contribute to our vibrant community!

We prioritize your well-being, support your professional growth, and value inclusive hiring. Enjoy competitive compensation, attractive health and wellness benefits, and a variety of educational support and in-house courses for your development.

If you have a passion for public service and want to make a difference in our community, then please apply.

Please note that we only accept applications submitted through our online application system.