Bilingual 311 Customer Service Representative I

City of Winnipeg; Winnipeg; On-site; CAD 40,000 - 50,000; Full time

Job summary

The City of Winnipeg is seeking a Customer Service Representative I to join the 311 Contact Centre. This role involves providing respectful customer service by addressing citizen inquiries, documenting requests, and resolving issues efficiently. Candidates should possess a Grade 10 education and strong communication skills, with bilingual capability in English and French being highly desirable.

Qualifications

• Must have Grade 10 education or equivalent.
• Six months of customer service experience required.
• Experience in a contact centre preferred.

Responsibilities

• Provide excellent customer service by responding to citizen inquiries.
• Accurately input, track, and document inquiries.
• Escalate inquiries as needed.

Skills

Verbal communication

Written communication

Interpersonal skills

Problem-solving

Data entry accuracy

Tech adaptability

Customer service

Fluency in French

Education

Grade 10 education or equivalent

Tools

Microsoft Outlook

Job description

The 311 Contact Centre is the primary point of contact for the public to either request or receive information regarding services provided by the City of Winnipeg. Reporting to the 311 Team Lead, the Customer Service Representative I (CSR1) is responsible for providing respectful and inclusive customer service to the general public by responding to various types and forums of incoming inquiries. As corporate ambassadors, CSR’s perform the following duties; access data bank to investigate and resolve incoming requests for service / information, refer or directly transfer to municipal and non-municipal resources, thoroughly and accurately document all customer service requests or reports.

As the 311 Customer Service Representative I (CSR1) you will :

• Provide excellent customer service by independently responding to citizen inquiries.
• Accurately input, track, and document inquiries
• Escalate inquiries as needed

Your education and qualifications include :

• Grade 10 education or equivalent.
• Six (6) months’ experience providing customer service is required.
• Six (6) months’ experience working in a contact-centre environment including but not limited to answering inbound phone calls, responding to emails and interacting with the general public is preferred.
• Excellent verbal communication skills to deal effectively with the general public and City of Winnipeg employees.
• Excellent written communication skills with the ability to respond to citizen inquiries, document citizen concerns, and update information in various databases.
• Proficiency using multiple computer programs simultaneously, including, but not limited to Microsoft Outlook.
• Ability to enter and verify data with accuracy across various platforms / programs / systems
• Ability to quickly learn and apply new technologies to your work.
• Ability to type accurately at 20 W.P.M.
• Ability to comprehend citizen inquiries, investigate and problem solve while working independently in a fast-paced environment.
• Effective interpersonal skills with the ability to maintain positive working relationships with employees at all levels of an organization, including external contacts and the general public.
• Ability to handle sensitive information in compliance with the Freedom of Information and Protection of Privacy Act (FIPPA).
• Ability to maintain composure in difficult or stressful situations
• Ability to communicate fluently in French, in both verbal and written form.
• IMPORTANT : Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https : / / canalliance.org / en / at application.

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