Digital Customer Experience Specialist

City Of Edmonton; Edmonton; Hybrid; CAD 49,000 - 62,000; Full time

Job summary

Join a forward-thinking city department as a Digital Customer Experience Specialist, where you will enhance online interactions for community services. This role focuses on improving customer engagement through effective communication and service design, ensuring that citizens receive timely and accurate information. You'll collaborate with various teams to resolve inquiries and manage content on the ChatBot platform, all while contributing to a culture of equity and inclusion. If you have a passion for customer service and a knack for digital tools, this position offers a unique opportunity to make a positive impact in your community.

Benefits

Flexible work arrangement

Supportive work environment

Access to benefits

Qualifications

• 2 years of experience in administration, customer service, and cash handling.
• Completion of high school with business subjects or a relevant certificate.

Responsibilities

• Provide quality service to customers via email, LiveChat, and phone.
• Manage content on the ChatBot platform and assist with troubleshooting.

Skills

Google Applications (GMail, Drive, Docs, Sheets)

Organization

Time Management

Interpersonal Management

Customer Service

Conflict Resolution

Written and Verbal Communication

Decision Making

Project Participation

Education

Completion of 12th grade or equivalent

Certificate program from an approved business school/college

Tools

eCommerce Platforms

Point of Sale Equipment

Job description

Job Description - Digital Customer Experience Specialist (51635)

Job Number

51635

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

Qualifications

• Completion of the twelfth (12th) school grade including business subjects with emphasis on general office practices or completion of an appropriate certificate program from an approved business school/college
• A minimum of two (2) year's diversified experience in administration, customer service and cash handling, including assisting in the instruction of less experienced staff

Assets

• Online customer service experience
• Experience in handling escalations and troubleshooting customer issues

Skills required for success

• Proficient skills in Google Applications, including GMail, Drive, Docs, Sheets
• Proficient skills in organization, time management and prioritization
• Demonstrated skills in accurate, efficient and secure cash handling
• Proficient skills in interpersonal management including collaboration, sharing and solution creating while working with others
• Proficient skills in monitoring business performance, including customer service and transaction measures
• Proficient skills in software systems and ecommerce platforms
• Knowledge in computers, point of sale equipment and softwares
• Knowledge in recreation facility and golf practices, policies and procedures
• Proven ability in providing excellent customer service, effectively and courteously dealing with the public and staff
• Proven ability in decision making in accordance to established policies and procedures
• Proven ability in interpersonal management including collaboration, sharing and solution creating while working with others
• Proven ability in conflict resolution and resolving escalated customer and staff concerns
• Proven ability in written and verbal communication skills including effective facilitation skills
• Proven ability to understand and execute oral and written instructions and information
• Proven ability to lead, support or actively participate in project work
• Alignment to our Cultural Commitments and Leadership Competencies ( https://bit.ly/4brRrXm )
• Embracing a culture of equity, diversity, reconciliation and inclusion
• Applicants may be tested

Conditions of Employment

• Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement

Work Environment

• Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52
• The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [e-mail] . Learn more about our benefits at https://bit.ly/COEbenefits.

Up to 1 temporary full-time position for up to 18 months in accordance with Article 18.02 of the Collective Agreement

Hours of Work: 40 evenings and weekends as required

Salary Range: $23.787 - $29.534 (Hourly) $49,667.260 - $61,666.990 (Annually)

Talent Acquisition Consultant: PC/SG

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

Posting Date

Jan 30, 2025

Closing Date

Feb 13, 2025 11:59:00 PM (MST)

Number of Openings (up to)

1 - Temporary Full-time

Union: CSU 52

Department

Community Recreation and Culture

Work Location(s)

Commonwealth Community Recreation Centre, 11000 Stadium Rd Edmonton T5H 4E2