Bilingual 311 Call Centre Agent (Part-Time)

City of Greater Sudbury; Greater Sudbury; Sur place; CAD 40 000 - 47 000; Temps partiel

Résumé du poste

The City of Greater Sudbury is seeking a bilingual (English/French) Customer Service/311 agent for a regular part-time position based at Tom Davies Square. You will answer, transfer, refer and process calls to City departments, providing information on services, hours and programs to residents.

Strong keyboarding and CRM skills, plus the ability to de-escalate and resolve issues at first contact, are essential.

Qualifications

• Successful completion of secondary school (grade XII) education.
• Experience in a dedicated customer relations role (e.g. call centre).
• Proven ability to provide accurate information and resolve inquiries.
• Fluency in English and French is required for written and verbal communication.

Responsabilités

• Answer and process incoming telephone calls in a professional manner and transfer to appropriate departments.
• Enter service requests into CRM and track follow-ups.
• Assess urgency and escalate issues to other departments as needed.
• Provide information on City programs, services and hours of operation.
• Maintain and update the 311 knowledgebase with current information.
• Record messages and maintain accurate telephone listings.

Connaissances

Bilingual English/French

Conflict resolution

Customer service

Interpersonal skills

Keyboarding

Computer literacy

Formation

High school diploma

Outils

CRM software

Windows

Office software

Description du poste

The City of Greater Sudbury is seeking a bilingual (English/French) Customer Service/311 agent for a regular part-time position based at Tom Davies Square. You will answer, transfer, refer and process calls to City departments, providing information on services, hours and programs to residents.

Strong keyboarding and CRM skills, plus the ability to de-escalate and resolve issues at first contact, are essential.