Municipal Customer Service Call Center (Temp)

City of Kitchener; Kitchener; On-site; CAD 46,000 - 57,000; Full time

Job summary

City of Kitchener is seeking a Corporate Customer Service Representative for a temporary full-time role at City Hall. The position handles a wide range of inquiries from residents and customers, coordinating service requests via City Works and Salesforce, and maintaining high standards of customer service.

The role requires excellent communication, a minimum of a Grade 12 diploma with post-secondary education, and the ability to work 24/7 shifts.

Qualifications

• Minimum Grade 12 High School Diploma, plus one-year post-secondary education.
• Proficient in handling customer inquiries and delivering information clearly.
• Ability to manage multiple software systems and provide timely resolutions.

Responsibilities

• Provides information, redirects calls and guides customers concerning municipal functions, services, policies, and programs.
• Generates service requests on behalf of customers via City Works and Salesforce software and updates service requests to reflect action taken, resolution achieved, or further action required.
• Follows up on unresolved issues and routes to the appropriate internal party to expedite resolution.
• Prioritizes incoming communications to ensure emergency responses meet procedures.
• Documents customer complaints, requests, and issues using Salesforce and Cityworks.
• Delivers customer service via telephone, email, social media and in person per City standards.
• Acts as initial contact for emails received via City website during shifts.
• Answers calls per call centre processes and guides callers per Corporate Contact Centre processes.
• Researches questions about departmental responsibilities for City, Provincial and Federal programs.
• Suggests process and information improvements and updates.
• Performs other related duties as assigned.

Skills

Customer service

Communication

Multitasking

Problem solving

Education

High school diploma + 1 year post-secondary

Tools

Salesforce

Cityworks

Job description

City of Kitchener is seeking a Corporate Customer Service Representative for a temporary full-time role at City Hall. The position handles a wide range of inquiries from residents and customers, coordinating service requests via City Works and Salesforce, and maintaining high standards of customer service.

The role requires excellent communication, a minimum of a Grade 12 diploma with post-secondary education, and the ability to work 24/7 shifts.