Job Summary

Under the supervision of the Service Saskatoon Customer Care Centre Supervisor, this position is responsible to provide support and information to customers regarding civic programs and civic services to ensures an exceptional customer experience.

Duties & Responsibilities

• Receives, documents and responds to a variety of emergent and non-emergent customer inquiries, service requests, concerns and complaints through various communication networks. Compiles, records and tracks customer feedback.
• Communicates information to the citizens verbally and in writing ensuring responses are communicated as outlined within corporate processes and established service levels.
• Provides 24 hour – 7 days a week program and service support for the Citizens of Saskatoon.
• Provides professional in-person customer service and customer care by educating citizens on availability and use of online services.
• Utilizes all functions within and supports training of the Customer Relationship Management (CRM) system. Manages and maintains information in the corporate knowledge database.
• Updates communication for service alerts on the City website.
• Responds to or redirects customer inquiries to the appropriate department and performs customer call backs after inquiry investigations, or as requested by Supervisor.
• Receives and dispatches work to field staff, prioritizes calls according to urgency and importance and communicates with emergency services, as required.
• Dispatches crews, vehicles or other field units to appropriate locations by use of radio, phone or computer. Monitors the route and status of field units to prioritize work schedule. Provides field units with information about work orders, traffic, obstacles, and requirements.
• Acts as a liaison with scheduling groups and field staff to ensure work is completed and arranges overtime callouts as determined by established protocol.
• Contacts Management on-call groups during emergency situations and for approval of additional staff in order to maintain service levels,
• Provides suggestions and feedback to improve services offered, departmental processes and procedures citizen services-based knowledge and experience.
• Assists with the training of new staff, as required.
• Performs other related duties as assigned.

Qualifications

Education, Training And Experience Requirements

• Graduation from a recognized business college
  Or
  Graduation from a recognized one year post-secondary business related program.
• Four years’ related customer service and operational dispatch experience, including resolving concerns of customers and experience working in a customer service business systems Hosted Contact Centre and CRM.
• Typing speed of 55 w.p.m.
• Successful completion of, or ability to complete successfully, recognized customer service training.

Knowledge, Abilities And Skills

• Knowledge of office principles, procedures and systems.
• Knowledge of business English and arithmetic.
• Knowledge of fundamental concepts, best practices, methods and/or tools used to store and deliver information such as interactive media, social media, or publication.
• Ability to work as a team member with minimal supervision.
• Ability to communicate effectively, orally and in writing.
• Ability to remain calm and composed when faced with emergent situation
• Ability to deal courteously, tactfully and effectively with customers.
• Ability to perform multiple tasks at one time.
• Ability to research, analyse and interpret information in accordance with established policies and procedures.
• Ability to solve problems independently.
• Ability to establish and maintain effective working relationships with the public, contractors and civic employees.
• Skill in the care and use of office equipment, including computers, with Microsoft Office software, and online computer terminals.

Job Summary

Under the supervision of the Service Saskatoon Customer Care Centre Supervisor, this position is responsible to provide support and information to customers regarding civic programs and civic services to ensures an exceptional customer experience.

Duties & Responsibilities

• Receives, documents and responds to a variety of emergent and non-emergent customer inquiries, service requests, concerns and complaints through various communication networks. Compiles, records and tracks customer feedback.
• Communicates information to the citizens verbally and in writing ensuring responses are communicated as outlined within corporate processes and established service levels.
• Provides 24 hour – 7 days a week program and service support for the Citizens of Saskatoon.
• Provides professional in-person customer service and customer care by educating citizens on availability and use of online services.
• Utilizes all functions within and supports training of the Customer Relationship Management (CRM) system. Manages and maintains information in the corporate knowledge database.
• Updates communication for service alerts on the City website.
• Responds to or redirects customer inquiries to the appropriate department and performs customer call backs after inquiry investigations, or as requested by Supervisor.
• Receives and dispatches work to field staff, prioritizes calls according to urgency and importance and communicates with emergency services, as required.
• Dispatches crews, vehicles or other field units to appropriate locations by use of radio, phone or computer. Monitors the route and status of field units to prioritize work schedule. Provides field units with information about work orders, traffic, obstacles, and requirements.
• Acts as a liaison with scheduling groups and field staff to ensure work is completed and arranges overtime callouts as determined by established protocol.
• Contacts Management on-call groups during emergency situations and for approval of additional staff in order to maintain service levels,
• Provides suggestions and feedback to improve services offered, departmental processes and procedures citizen services-based knowledge and experience.
• Assists with the training of new staff, as required.
• Performs other related duties as assigned.

Qualifications

• Graduation from a business college

Or

• Graduation from a one year post-secondary business related program.
• Four years’ related customer service and operational dispatch experience, including resolving concerns of customers and experience working in a customer service business systems Hosted Contact Centre and CRM.
• Typing speed of 55 w.p.m.
• Successful completion of, or ability to complete successfully, recognized customer service training.
• Knowledge of office principles, procedures and systems.
• Knowledge of business English and arithmetic.
• Knowledge of fundamental concepts, best practices, methods and/or tools used to store and deliver information such as interactive media, social media, or publication.
• Ability to work as a team member with minimal supervision.
• Ability to communicate effectively, orally and in writing.
• Ability to remain calm and composed when faced with emergent situation
• Ability to deal courteously, tactfully and effectively with customers.
• Ability to perform multiple tasks at one time.
• Ability to research, analyse and interpret information in accordance with established policies and procedures.
• Ability to solve problems independently.
• Ability to establish and maintain effective working relationships with the public, contractors and civic employees.
• Skill in the care and use of office equipment, including computers, with Microsoft Office software, and online computer terminals.

 

Additional Requirements

Weekend, evenings and overnight shifts are required.

Job Summary

Under the supervision of the Service Saskatoon Customer Care Centre Supervisor, this position is responsible to provide support and information to customers regarding civic programs and civic services to ensures an exceptional customer experience.

Duties & Responsibilities

• Receives, documents and responds to a variety of emergent and non-emergent customer inquiries, service requests, concerns and complaints through various communication networks. Compiles, records and tracks customer feedback.
• Communicates information to the citizens verbally and in writing ensuring responses are communicated as outlined within corporate processes and established service levels.
• Provides 24 hour – 7 days a week program and service support for the Citizens of Saskatoon.
• Provides professional in-person customer service and customer care by educating citizens on availability and use of online services.
• Utilizes all functions within and supports training of the Customer Relationship Management (CRM) system. Manages and maintains information in the corporate knowledge database.
• Updates communication for service alerts on the City website.
• Responds to or redirects customer inquiries to the appropriate department and performs customer call backs after inquiry investigations, or as requested by Supervisor.
• Receives and dispatches work to field staff, prioritizes calls according to urgency and importance and communicates with emergency services, as required.
• Dispatches crews, vehicles or other field units to appropriate locations by use of radio, phone or computer. Monitors the route and status of field units to prioritize work schedule. Provides field units with information about work orders, traffic, obstacles, and requirements.
• Acts as a liaison with scheduling groups and field staff to ensure work is completed and arranges overtime callouts as determined by established protocol.
• Contacts Management on-call groups during emergency situations and for approval of additional staff in order to maintain service levels,
• Provides suggestions and feedback to improve services offered, departmental processes and procedures citizen services-based knowledge and experience.
• Assists with the training of new staff, as required.
• Performs other related duties as assigned.

Qualifications

• Graduation from a business college

Or

• Graduation from a one year post-secondary business related program.
• Four years’ related customer service and operational dispatch experience, including resolving concerns of customers and experience working in a customer service business systems Hosted Contact Centre and CRM.
• Typing speed of 55 w.p.m.
• Successful completion of, or ability to complete successfully, recognized customer service training.
• Knowledge of office principles, procedures and systems.
• Knowledge of business English and arithmetic.
• Knowledge of fundamental concepts, best practices, methods and/or tools used to store and deliver information such as interactive media, social media, or publication.
• Ability to work as a team member with minimal supervision.
• Ability to communicate effectively, orally and in writing.
• Ability to remain calm and composed when faced with emergent situation
• Ability to deal courteously, tactfully and effectively with customers.
• Ability to perform multiple tasks at one time.
• Ability to research, analyse and interpret information in accordance with established policies and procedures.
• Ability to solve problems independently.
• Ability to establish and maintain effective working relationships with the public, contractors and civic employees.
• Skill in the care and use of office equipment, including computers, with Microsoft Office software, and online computer terminals.

Job Summary

Under supervision of the CSR Supervisor, this position processes documents and responds to enquiries related to utility servicing and billing, property taxes, parking tickets and permits, booting and impounding of vehicles, general licences etc.

Duties & Responsibilities

• Receives and processes applications, transfers and disconnection requests for utility services from customers at the counter, by telephone and through correspondence.
• Responds to written, telephone and in-person enquiries regarding property taxes, e.g. levy calculations, legal descriptions, liens and tax certificate processing.
• Responds to written, telephone and in-person customer enquiries and complaints regarding utility billing and related issues, such as Equalized Payment Plan and direct debit.
• Responds to written, telephone and in-person customer enquiries and complaints regarding parking tickets.
• Processes business licence applications, responds to related enquiries, collects fees and issues licences in accordance with established policies and procedures.
• Responds to enquiries and complaints related to the Traffic, Animal Control and Noise Bylaws.
• Processes applications for parking permits.
• Assists with the training of new staff, as required.
• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements

• Graduation from a business college or graduation from a one year, post-secondary business related program.  
• Typing speed of 55 words per minute.
• Four years' progressively responsible experience resolving concerns of external customers and processing automated transaction data.

 

Knowledge, Abilities and Skills

• Knowledge of office principles, procedures and systems.
• Knowledge of business English and arithmetic.
• Knowledge of basic accounting procedures such as bank reconciliation and ledger balancing.
• Ability to work as a team member with minimal supervision.
• Ability to make arithmetic calculations rapidly and accurately.
• Ability to communicate effectively, orally and in writing.
• Ability to interpret various City bylaws and Provincial acts.
• Ability to deal courteously, tactfully and effectively with customers.
• Ability to research, analyse and interpret information in accordance with established policies and procedures.
• Ability to solve problems independently.
• Skill in the operation of office equipment, including a computer with Windows software.

Requires Security Check

Under supervision of the CSR Supervisor, this position processes documents and responds to enquiries related to utility servicing and billing, property taxes, parking tickets and permits, booting and impounding of vehicles, general licences etc.

Duties & Responsibilities

• Receives and processes applications, transfers and disconnection requests for utility services from customers at thecounter, by telephone and through correspondence.
• Responds to written, telephone and in-person enquiries regarding property taxes, e.g. levy calculations, legaldescriptions, liens and tax certificate processing.
• Responds to written, telephone and in-person customer enquiries and complaints regarding utility billing and relatedissues, such as Equalized Payment Plan and direct debit.
• Responds to written, telephone and in-person customer enquiries and complaints regarding parking tickets.
• Processes business licence applications, responds to related enquiries, collects fees and issues licences inaccordance with established policies and procedures.
• Responds to enquiries and complaints related to the Traffic, Animal Control and Noise Bylaws.
• Processes applications for parking permits.
• Assists with the training of new staff, as required.
• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements

• Graduation from a recognized business college or graduation from a one year, post-secondary business related program.
• Typing speed of 55 words per minute.
• Four years' progressively responsible experience resolving concerns of external customers and processing automated transaction data.
   

Knowledge, Abilities and Skills

• Knowledge of office principles, procedures and systems.
• Knowledge of business English and arithmetic.
• Knowledge of basic accounting procedures such as bank reconciliation and ledger balancing.
• Ability to work as a team member with minimal supervision.
• Ability to make arithmetic calculations rapidly and accurately.
• Ability to communicate effectively, orally and in writing.
• Ability to interpret various City bylaws and Provincial acts.
• Ability to deal courteously, tactfully and effectively with customers.
• Ability to research, analyse and interpret information in accordance with established policies and procedures.
• Ability to solve problems independently.
• Skill in the operation of office equipment, including a computer with Windows software.

Requires Security Check

Under the supervision of the Service Saskatoon Customer Care Centre Supervisor, this position is responsible to provide support and information to customers regarding civic programs and civic services to ensures an exceptional customer experience.

Duties & Responsibilities

• Receives, documents and responds to a variety of emergent and non-emergent customer inquiries, service requests, concerns and complaints through various communication networks. Compiles, records and tracks customer feedback.
• Communicates information to the citizens verbally and in writing ensuring responses are communicated as outlined within corporate processes and established service levels.
• Provides 24 hour – 7 days a week program and service support for the Citizens of Saskatoon.
• Provides professional in-person customer service and customer care by educating citizens on availability and use of online services.
• Utilizes all functions within and supports training of the Customer Relationship Management (CRM) system. Manages and maintains information in the corporate knowledge database.
• Updates communication for service alerts on the City website.
• Responds to or redirects customer inquiries to the appropriate department and performs customer call backs after inquiry investigations, or as requested by Supervisor.
• Receives and dispatches work to field staff, prioritizes calls according to urgency and importance and communicates with emergency services, as required.
• Dispatches crews, vehicles or other field units to appropriate locations by use of radio, phone or computer. Monitors the route and status of field units to prioritize work schedule. Provides field units with information about work orders, traffic, obstacles, and requirements.
• Acts as a liaison with scheduling groups and field staff to ensure work is completed and arranges overtime callouts as determined by established protocol.
• Contacts Management on-call groups during emergency situations and for approval of additional staff in order to maintain service levels,
• Provides suggestions and feedback to improve services offered, departmental processes and procedures citizen services-based knowledge and experience.
• Assists with the training of new staff, as required.
• Performs other related duties as assigned.

Qualifications

Knowledge, Abilities And Skills:

• Knowledge of office principles, procedures and systems.
• Knowledge of business English and arithmetic.
• Knowledge of fundamental concepts, best practices, methods and/or tools used to store and deliver information such as interactive media, social media, or publication.
• Ability to work as a team member with minimal supervision.
• Ability to communicate effectively, orally and in writing.
• Ability to remain calm and composed when faced with emergent situation
• Ability to deal courteously, tactfully and effectively with customers.
• Ability to perform multiple tasks at one time.
• Ability to research, analyse and interpret information in accordance with established policies and procedures.
• Ability to solve problems independently.
• Ability to establish and maintain effective working relationships with the public, contractors and civic employees.
• Skill in the care and use of office equipment, including computers, with Microsoft Office software, and online computer terminals.
   

Education, Training And Experience Requirements:

• Graduation from a business college
  OR
• Graduation from a one year post-secondary business related program.
• Four years’ related customer service and operational dispatch experience, including resolving concerns of customers and experience working in a customer service business systems Hosted Contact Centre and CRM.
• Typing speed of 55 w.p.m.
• Successful completion of, or ability to complete successfully, recognized customer service training.

This position performs supervisory functions related to the Customer Care Centre and monitors public inquiries on a daily basis.

Duties & Responsibilities

• Supervises the activities of the Customer Care Centre, including all aspects of addressing and tracking public inquiries within the Customer Relationship Management system.
• Supervises, schedules and trains assigned staff, and ensures duties are performed in accordance with City and Departmental policies and standards.  Assists with the recruitment process and performs disciplinary action, as required.
• Oversees the Service Saskatoon Care Centre knowledge base and maintains communication with internal stakeholders. 
• Reviews and recommends improvements to customer service and tracking programs within the Division.
• Resolves issues, within the section, regarding customer concerns or questions related to operational policies and practices, and is responsible for a customer tracking system.
• Assists with the development of operating procedures, manuals and directives for the section and monitors and ensures accuracy in responses to public inquiries and implementation of policies.
• Performs the duties of the Customer Care Centre Manager as required.
• Performs other related duties as assigned.

Qualifications

• Graduation from a two-year, post-secondary program in a related field.
• Four to six years’ experience in customer service, including two years’ in a supervisory role.
• Possession of a valid, Class 5 Saskatchewan Driver’s Licence.
• Current driver’s abstract from SGI demonstrating a safe driving record.
• Ability to supervise and develop staff.
• Ability to analyze data, identify underlying issues/problems, and recommend required changes.
• Ability to establish and maintain effective relationships with assigned staff and the public.
• Ability to communicate effectively orally and in writing.
• Skill in the use of a computer using the Microsoft Office suite.

Job Summary

Under supervision of the CSR Supervisor, this position processes documents and responds to enquiries related to utility servicing and billing, property taxes, parking tickets and permits, booting and impounding of vehicles, general licences etc.

Duties & Responsibilities

• Receives and processes applications, transfers and disconnection requests for utility services from customers at the counter, by telephone and through correspondence.
• Responds to written, telephone and in-person enquiries regarding property taxes, e.g. levy calculations, legal descriptions, liens and tax certificate processing.
• Responds to written, telephone and in-person customer enquiries and complaints regarding utility billing and related issues, such as Equalized Payment Plan and direct debit.
• Responds to written, telephone and in-person customer enquiries and complaints regarding parking tickets.
• Processes business licence applications, responds to related enquiries, collects fees and issues licences in accordance with established policies and procedures.
• Responds to enquiries and complaints related to the Traffic, Animal Control and Noise Bylaws.
• Processes applications for parking permits.
• Assists with the training of new staff, as required.
• Performs other related duties as assigned.

Qualifications

• Graduation from a business college 

OR

• Graduation from a one year, post-secondary business related program.  
• Typing speed of 55 words per minute.
• Four years' progressively responsible experience resolving concerns of external customers and processing automated transaction data.
• Knowledge of office principles, procedures and systems.
• Knowledge of business English and arithmetic.
• Knowledge of basic accounting procedures such as bank reconciliation and ledger balancing.
• Ability to work as a team member with minimal supervision.
• Ability to make arithmetic calculations rapidly and accurately.
• Ability to communicate effectively, orally and in writing.
• Ability to interpret various City bylaws and Provincial acts.
• Ability to deal courteously, tactfully and effectively with customers.
• Ability to research, analyse and interpret information in accordance with established policies and procedures.
• Ability to solve problems independently.
• Skill in the operation of office equipment, including a computer with Windows software.