Job ID #30960: Customer Contact Centre Representative-PERIODIC POST

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #30960: Customer Contact Centre Representative (vacancies considered from April 10, 2025 - October 10, 2025)
• Union: CUPE Local 5167
• Job Description ID #: 2421
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on April 23 2025.
• Duration: X Months. This vacancy is for a period of x months as a result of a Maternity/Parental Leave, Leave of Absence, Illness.
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

SUMMARY OF DUTIES

Reports to Supervisor, Customer Contact Centre. Responsible for receiving, answering and logging all calls and information into the relevant Customer Relationship Management software based on departmental guidelines for the City of Hamilton Customer Contact Centre.

GENERAL DUTIES

• Act as prime customer contact with the public for the City of Hamilton.
• Receive, assess, refer and answer inquiries related to municipal programs, services and all departments of the City of Hamilton such as tax, building and licensing, property standards, enforcement operations, waste management, culture and recreation, water distribution, wastewater collection, forestry, roads maintenance and traffic operations.
• Ability to understand the different policies and procedures for call handling.
• Conducts web internet searches through the City’s internal web site for information related to City issues and Frequently Asked Questions on departmental services, city initiatives and programs.
• Maintain an expert awareness of current events through the media related to public health and safety such as air quality, water quality and illness; public programs such as waste collection, flyer distribution, snow removal; cultural events such as festivals, parades and street fests; public meetings such as Council and public information sessions.
• Maintain awareness with evolving operational practices and technologies as an avenue for acquiring/maintaining the necessary skills.
• Accurately record all interactions in the relevant CRM system, in a timely manner to ensure appropriate action to both internal and external clients.
• Self-monitor and measure performance against written guidelines to ensure the desired level of customer satisfaction and service using tools available.
• Recognize trends or change in types of calls or questions that callers have. React to situational changes by ensuring that appropriate persons are notified.
• Assist to maintain and update information management resources and documents. Update and track inquiries which can also include email correspondence regarding service requests.
• Promote continuous learning and improvement through peer coaching and modeling sensational service standards in customer service.
• Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
• Perform other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

1. Previous Customer Contact Centre or front-line customer service or call centre experience with a demonstrated ability to provide excellent service to the public in a customer focused environment.
2. Excellent people skills with an emphasis on customer service in a diverse community that includes multi-racial, multi-ethnic, multi-lingual and multi-religious members, the ability to speak a second language will be considered an asset.
3. Empathetic voice, efficiency in call handling and focus on accuracy and quality service standards.
4. Experience in a computerized environment. Working knowledge of Microsoft Office Suite of products (Word, Excel and Outlook and Outlook Web, SharePoint, Teams, phone system software). Must be able to input data quickly, accurately, and across multiple systems.
5. Must possess a basic level of math to assist customers with property tax and billing tax inquiries.
6. Familiarity with call centre concepts including Automatic Call Distribution (ACD), queues, quality standards and monitoring call dashboards for call centre metrics related to team and personal performance.
7. Understanding of multi-line telephone technology is necessary.
8. Superior interpersonal, communication, time management and organizational skills.
9. Superior telephone manners and good effective listening skills.
10. Strong verbal and written communication skills including good courteous phone etiquette, telephone manners, listening skills, voice quality, diction and articulation, grammar and spelling.
11. Ability to work well with the public and an ability to adopt a customer perspective.
12. Excellent command of the English language both written and verbal. A focus on accuracy and understanding concepts is a necessity.
13. Demonstrated ability to work both independently and in a team environment using appropriate tact, good judgment and initiative in a fast-paced environment.
14. Understanding of the services/responsibilities of all levels of government, particular attention to City of Hamilton municipal city services.
15. Demonstrated ability to work in a faced-paced environment, possessing strong multi-tasking abilities. Ability to be tethered to phone systems and cross-multiple tools such as computer/laptop or micro mini and various screens and dashboards. Sit/Stand options available.
16. Willingness to upgrade skills with ongoing Customer Contact Centre education and training.
17. Must be flexible in daily work schedules with availability to work overtime as required.

NOTE 1: The Customer Contact Centre is a 24/7 operation, including weekends and holidays. As such, applicants must be available Monday to Friday, 8:30am-8:00pm; Part time: up to 24 hours per week, with fluctuations according to business operations.

Disclaimer: Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms: The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.