All jobs in Customer Service

12/13/2024

Address:

1120 Marine Drive

Our Lower Capilano branch is seeking a part-time (18,75 hours) Customer Service Representative, available to support a flexible schedule (Monday through Saturday).  

Find your place within a team that will cheer you on as you learn, lead, and advance a career that has a real impact on our clients' lives.  

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives.

• Identifies customer needs and initiates referrals to BMO colleagues.
• Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
• Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
• Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
• Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
• Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Acts as a key member of a collaborative and versatile branch and market team.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer’s experience feel personal.
• Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
• Contributes to business results and the overall experience delivered in the branch.
• May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with legal and regulatory requirements for the jurisdiction.
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
• High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs.
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
• Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
• Projects a professional presence.
• Basic knowledge of specialized sales and business banking solutions to refer to specialists.
• Passionate commitment to helping customers.
• A focus on delivering a personal experience to customers.
• Resourceful self-starter with courage and confidence to approach customers.
• Readiness to collaborate and work in different capacities as part of a team.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).
• Collaboration & team skills - Basic (in business environment).

$33,850.00 - $44,000.00

Hourly Salary: $25.24 - $32.63 

Annual Salary: $48,123.00 - $62,213.00 

Closing Date: November 28, 2024

Position Summary: 
Note: This position starts as part-time, with a guaranteed 15 hours per week, with the potential to transition to full-time hours.

Note: All applicants must be available to work full-time for the first two (2) months to complete the required training.

We’re excited to welcome customer-focused individuals with exceptional communication skills to join our team in serving the vibrant City of Regina! As the first point of contact for residents, you’ll handle inquiries and service requests, making a direct impact in our growing community. If you’re a quick learner who thrives in a dynamic, fast-paced environment and has a passion for helping others through problem-solving, active listening, and empathy, this role is perfect for you!

Your main responsibilities include:

• Answer customer inquiries via phone, email, and social media regarding city programs and services.
• Clarify issues, determine customer needs, research and explore solutions, and escalate unresolved problems when necessary.
• Provide clear explanations of bylaws, regulations, policies, and procedures to customers.
• Use client relationship management software and phone to relay information and instructions to relevant departments and field personnel.
• Calculate, collect, and process payments, negotiate payment arrangements for outstanding balances, and refer cases for collections as needed.
• Update and document customer account information and all transactions in the relevant databases and computer systems.
• Perform related duties as required. To view the full job description, visit open.regina.ca.

What to expect:

• Performance-Driven Environment: Breaks, tasks, and statuses are scheduled, with regular reviews of employee metrics to maintain efficiency and quality.
• Supportive, Well-Organized Environment: Work in a structured call center with clear processes, use of evolving technology, and a collaborative team that provides the guidance and resources you need to succeed.
• High-Intensity Interactions: Handle customer inquiries with professionalism and composure, even when interactions are emotionally charged or challenging, requiring sound judgment and strong communication skills.
• Focused, Detail-Oriented Tasks: Engage in data entry and information verification with high concentration, auditory focus, and visual effort, often while sitting or standing for extended periods.

Who you are:

• You excel at professionally explaining and clarifying information, even when managing frustrated or escalated inquiries.
• You grasp complex bylaws, policies, and services related to water, sewer, taxation, assessment, collective agreements, and safety standards with ease.
• You are proficient in using office tools, enterprise software, and specialized applications to deliver efficient service.
• You have a keen ability to identify issues, resolve them by following established policies, and escalate when necessary.
• You bring experience in cashier duties, cash handling, and processing customer payments.
• You effectively manage tasks and adjust your activities to meet daily, weekly, and annual schedules.
• You demonstrate a strong ability to comprehend complex information and apply it effectively to achieve optimal results in various tasks and problem-solving scenarios.

What you need:

• This position requires a high school diploma and at least three years of experience in a front-line customer service environment.
• Experience in a call center and additional customer service training are considered assets.

Additional Requirements

• Successful candidate may be required to obtain and provide a satisfactory criminal record check, as per the City of Regina's Criminal Record Check Policy.

• Successful candidate will be required to provide proof of acquired education.

• Additional assessments may be conducted to evaluate competencies, knowledge, skills and abilities.

Position Summary 

This position provides technical support, troubleshooting and resolving of functional issues relating to the City's end user computing environment including hardware and software. This position provides account management services and support in the administration of all asset management aspects of the corporate hardware and software process. This position also participates in evaluating and deploying new end user hardware and software to ensure it meets departments' business needs and fits into the corporate environment. This position reports to the Technical Support Lead. 

Key Duties & Responsibilities 

• Provide technical related support to users by accepting and recording all requests, determining the probable resolution to these requests and resolving these requests
• Provide support and troubleshooting for the City's end user hardware and software environments including installation, relocation, and maintenance and network connectivity
• Ensure established service level requirements are met, escalate incidents at risk of breaching service level agreement including any major Incidents to the Technology Support Lead
• Ensure that schedules, orders and timelines are communicated and met for device installation, upgrades and terminations
• Provide account management services including the set-up, change and removal of accounts (login IDs) that provides access to applications and data in the City of Regina environment
• Participate in evaluating new end user hardware and software to ensure it meets departments' business needs and fits into the corporate environment
• Responsible for all tickets assigned ensuring completion of tickets to the satisfaction of the clients
• Maintain Service Desk databases and applications by accurately logging all Incident or Service Request details, troubleshooting steps and final resolution, allocating categorization and prioritization codes
• Manage deployment and recovery of IT equipment and maintain the asset management database, accordingly, deploy pre­packaged software as needed using automated deployment tools
• Perform preventative maintenance including checking and cleaning of workstations, printers, and peripherals and ensuring software updates are completed
• Collaborate with other teams and vendors as necessary to investigate and resolve user problems
• Build and maintain advanced skill set in troubleshooting infrastructure, software and hardware as it relates to the City's environment
• Adherence to internal Cybersecurity prevention protocols and processes
• Maintain Service Desk databases and applications by accurately logging all Incident or Service Request details, troubleshooting steps and final resolution, allocating categorization and prioritization codes
• Manage deployment and recovery of IT equipment and maintain the asset management database, accordingly, deploy pre­packaged software as needed using automated deployment tools
• Perform preventative maintenance including checking and cleaning of workstations, printers, and peripherals and ensuring software updates are completed
• Collaborate with other teams and vendors as necessary to investigate and resolve user problems
• Build and maintain advanced skill set in troubleshooting infrastructure, software and hardware as it relates to the City's environment
• Adherence to internal Cybersecurity prevention protocols and processes

Key Qualifications

• Typically, the knowledge, abilities and skills required are obtained through completion of a two-year diploma in Computer Engineering Technology or a university degree in Computer Science, or other related discipline combined with one (1) to two (2) years relevant experience providing technical end user support
• Certification in a Service Desk process methodology, such as ITIL Service Desk is considered an asset
• Knowledge of Service Desk operating environment, methodologies and software
• Knowledge of computer hardware, operating systems and software packages, and a range of diagnostic utilities
• Experience working in an ITIL-driven environment, principles and processes
• Demonstrated problem solving skills and ability to apply principles of logical thinking to define problems, analyze, evaluate and interpret information and make effective recommendations
• Professionally represent the Technology & Digital Innovation Department by applying customer service principles, practices and techniques in communicating policies, procedures and processes
• Communicate clearly and effectively both orally and in writing demonstrating fluent English language skills with the ability to adapt to diverse communication techniques to evaluate situations, identify problems and exercise sound independent judgement
• Knowledge of cybersecurity prevention techniques and best practices
• Ability to handle multiple tasks and develop solutions to technical problems while under pressure and meeting client expectations and deadlines
• Ability to handle difficult and sensitive situations with customers and employees
• Ability to establish and maintain effective working relationships with civic employees and external service providers
• Ability to contribute and work independently within a highly motivated team environment
• Ability to conduct research into a wide range of computing issues is required

Working/Other Conditions 

• This position may be required to work irregular shifts and/or be on call 24 hours per day, 7 days a week. Must have the ability to lift and carry equipment such as printers, workstations, etc. 
• A valid Class 5 driver's license is considered an asset. 

Additional Requirements:

• Successful candidates may be required to provide a satisfactory criminal record check per the City of Regina's Criminal Record Check Policy.
• Proof of education is required.
• Additional assessments may be conducted to evaluate competencies, skills, and knowledge.

Night attendant:

Salary (night): $19.45/h (Bonus included) + $500 retention bonus after 6 months

Why you should choose one of our repairers:

• Family atmosphere;
• Up to 20% off almost everything in store;
• Scholarship program offering up to $1000 per year*;
• Opportunities for advancement within the company;
• Attractive corporate discounts*;
• Flexible days off;
• Years of Service Recognition Program;
• Wearing jeans during working hours.

* Certain conditions apply

What will your daily life look like in one of our convenience stores:

• Exceed customer expectations by welcoming them and providing prompt and accurate service;
• Carry out transactions and ensure the cash register is balanced;
• Authorize and monitor gas pumps (if applicable);
• Take part in optimizing sales and store profitability;
• Stocking shelves, rotating, facing and labeling products;
• Take care of the supply of coffee and certain foods and pastries (if applicable);
• Ensure the store is clean and attractive.

What we are looking for in one of our repairers:

• Smiling people;
• Good customer service skills;
• Able to stand for long periods of time.
• Able to lift and carry merchandise regularly, frequently and without assistance, as needed. Merchandise weight may vary up to 12 kg (25 lbs)

515 Boul Alphonse-Desjardins, Levis, QC G6V 5T3, Canada  R469363

What is the opportunity?

This unique position calls on your client-focused sales expertise and natural problem-solving skills to maximize each client interaction. Specifically, you help clients with their everyday banking, As an RBC ambassador, you add value in the moments that matter most to clients and collaborate with RBC partners to help clients achieve their goals. Whether you’re demonstrating to a client how to use digital banking, on-boarding a new client, or referring a complex opportunity to a specialist, your expertise will contribute to creating meaningful and memorable client experiences to drive client satisfaction and loyalty.

What will you do?

• Proactively engage with clients in all areas of the branch and in the community, uncovering banking needs, providing help and advice, as well as identifying sales and referral opportunities
• Focus on client education and demonstration, leveraging technology to deliver a memorable client experience, drive sales, and retain business
• Respond to client-initiated contact, assisting them with a full range of financial transactions
• Actively listen and engage clients in conversation to further understand their individual needs
• Proactively take ownership of resolving and preventing client banking problems
• Cultivate and maintain relationships with partners to make the most of business opportunities and referrals

What do you need to succeed?

Must-have

• Demonstrated passion for putting clients first, as well as success in a hands-on, target-driven sales environment
• Problem-solving and people skills, with the ability to build strong relationships and proactively connect with clients
• Flexibility, eagerness to learn, strong personal ethics, and a hunger for success
• Digital literacy across a broad range of devices (i.e., smartphones, tablets, laptops, etc.)
• Must be able to work all business hours

Nice-to-have

• Track record in building rapport and maintaining client relationships within the financial or service industry
• Mutual Funds accreditation (i.e., Investment Funds in Canada or the Canadian Securities Course)

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including competitive compensation, bonuses, and flexible benefits
• Continued opportunities for career advancement
• World-class sales training, coaching, and development opportunities
• Support from a dynamic, collaborative, progressive, and high performing team, as well as world-class tools and training
• Opportunity to achieve great success and grow your career with RBC

Job Skills

Adaptability, Advice Based Solutions, Client Centricity, Client Discovery, Communication, Curiosity, Data Analysis, Digital Literacy

Additional Job Details

304 CENTRE ST:SHAUNAVON

SHAUNAVON

Canada

0

Part time

PERSONAL & COMMERCIAL BANKING

Casual

Salaried

2024-11-15

2024-12-01

As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

Our Customer Experience Associates are people-centric and  connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:

• Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for
• Processing day to day transactions
• Nurturing rich, long-standing relationships
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities
• Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

Is this role right for you?  In this role you will:

• Build strong customer relationships and deliver excellent customer service
• Uncover and solve customers’ needs
• Explain complicated concepts simply
• Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
• Demonstrate an eagerness to learn and determination to succeed

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you:

• Have proven customer service skills through work or community involvement
• Are willing to assist in a professional, friendly and efficient manner
• Are available to work a flexible schedule
• Are comfortable in simple sales situations
• Have strong technical skills and the ability to promote digital and self-service banking options to our customers

What’s in it for you?

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package

As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

Our Customer Experience Associates are people-centric and  connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:

• Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for
• Processing day to day transactions
• Nurturing rich, long-standing relationships
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities
• Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

Is this role right for you?  In this role you will:

• Build strong customer relationships and deliver excellent customer service
• Uncover and solve customers’ needs
• Explain complicated concepts simply
• Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
• Demonstrate an eagerness to learn and determination to succeed

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you:

• Have proven customer service skills through work or community involvement
• Are willing to assist in a professional, friendly and efficient manner
• Are available to work a flexible schedule
• Are comfortable in simple sales situations
• Have strong technical skills and the ability to promote digital and self-service banking options to our customers

What’s in it for you?

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package

Role Specifications

Hybrid work environments with onsite requirements.

Flexible location: Winnipeg, MB. Edmonton, AB.

Working Hours: Monday to Friday, 37.5 hours/week.

CWB National Leasing. Equipping your business for growth. 

CWB National Leasing is Canada's largest and longest-standing equipment leasing & financing company – supports equipment dealers secure hassle-free financing solutions & secure equipment with a full range of financing in agriculture, construction, transportation, forestry, health care, commercial, and golf and turf equipment industries across Canada!

The opportunity

Our Bilingual Customer Service Representatives are the face and voice of CWB National leasing providing internal and external customers service and solutions. Whether connecting over the phone, virtually 2D screen-to-screen or via email, our customer service team oversees any updates or changes to and contact information.

The day-to-day

Customer service. Lease administration. Process optimization.

• Execute exceptional customer service. Effectively and efficiently respond or resolve all customer inquiries and concerns in a professional and respectful manner. Manage visitors and telephone calls with a sense of urgency. Exercise discretion and respect the confidentiality of all customer and vendor transactions.

• Perform complex lease processes . Enter credit applications, process information or documentation requests, verify lease information and generate and distribute lease documents as required. Adjust customer accounts while following policies and guidelines.

• Administer customer files. Update and process name changes, new lessees, address changes, banking information, etc. as requested by customers.

• Process optimization. Review all customer inquiries and cancellations for learnings and future optimization of internal processes. Identify opportunities to enhance internal processes, products, and services. Collaborate with customer service team to deliver best in class service.

Foundational knowledge and experience to grow from

You are fluently bilingual (French & English) and possess a high-school diploma with 1+ years of experience in customer service or office administration. Any financial work experience or knowledge is considered an asset!

Skills and competencies that will take you further

Service oriented. Administratively efficient.

• Customer focused: Deliver outstanding client experiences at every interaction and execute on plans to continuously build the client experience, in line with CWB's brand promise. Provide full-service solutions for clients with the view to be every client's primary financial partner.

• Adaptable: Are comfortable working in a high-volume, fast paced setting where you are required to identify and respond to changes quickly, addressing customer inquiries or concerns.

• Administratively efficient . Respectful of information and data, you are accurate and thorough in your approach, execution & follow up.

• Confident & assertive. Sound in your knowledge, you deliver communication with tact & diplomacy.

• Organization and time management . You have the knack to effectively manage several priorities simultaneously.

• Optimizer: Commitment to working and contributing to continuous improvement of internal processes.

• Technically efficient. You are comfortable with Microsoft Office Suite of products and are adaptable to learning new software as needed.

• Team player. You work well with colleagues while striving to meet personal goals.

Why work with us?

Your success is our obsession! And our award-winning culture & benefits back it up.  
 
Wellness matters. We offer an award-winning benefits package that includes:

• hybrid work environments

• everyday flexibility

• company-funded health coverage

• health care spending account

• a flexible wellness program

• generous time-away options to unplug, rest & recover.

Career development. We commit to our employees' development and help them achieve their professional goals with:

• organization wide coaching services

• mentoring

• education support & training programs.

Bring your whole self to work. Inclusion is a journey requiring practice & experience to result in a powerful outcome. Your perspective matters & voice will be heard. Find community within the CWB family in our employee represented groups.

Safe Step Walk-In Tub Company (a Ferguson company) has experienced unprecedented growth. It has been overly committed to providing our customers with the industry-leading safety, comfort, and independence they deserve. As the nation’s top walk-in tub/shower company, our products are made to the highest manufacturing standards, and our customer service is unmatched. We call it the Safe Step Difference. 

If you’re considering investing in your future, look no further to discover why the Safe Step Walk-In Tub Company is the only choice. We purposely employ dedicated team members who naturally desire to provide life-changing service to our customer base across the US and Canada. Every day, we do our best to give our best to those deserving of the same. 

We seek top talent to process inbound telephone calls and respond instantly to internet leads, setting in-home sale appointments for our Safety Specialists. Inbound phone calls and outbound call responses to internet leads are the first step to create sales opportunities and ultimately helping seniors retrofit their homes to age in place. If you are hard-working, dedicated, and thrive in a fast-paced environment, Safe Step Tub Inc. is an ideal place for you. Apply today! 

What’s in it for you?

• Comprehensive benefits with premiums fully paid for by the company for the “Core” package starting the first day of employment.
• Career development and training opportunities
• Life insurance, disability and wellness program
• Retirement savings programs including RRSP and DC pension with up to 5.25% employer contribution
• Paid vacation and sick time
• Bonus programs that include annual performance and profit sharing
• Employee discounts on top brands of plumbing and HVAC products
• Education reimbursement for employees
• Employee referral program

What you will do:

• Assists customers with detailed pricing proposals/quotes for products and services projects.
• Supports new sales opportunities through bid monitoring, prospecting and project research.
• Follow a systematized sales process designed to convert leads into in-home sales opportunities by listening, understanding the consumer’s needs, asking probing questions, overcoming objections, and securing details to aid in the eventual sale.
• Provides and develops documentation for customers to look at product information and solutions. Provide product and technical information to outsides sales to support generation of sales into the utility segment.
• Make a high volume of outbound phone calls to consumers who submitted a web form for information on our products with the intention of scheduling an in-home sales visit for the Sales Closer. Occasionally receives inbound phone calls for the same purpose.
• Communicates with internal and external resources, providing customer service and completing quotations, fulfilment of demand, ensuring on-time delivery of orders, providing engineering support, and troubleshooting other customer problems.
• Fulfills Sales Support activities for the Order to Invoice process, owning the customer interface for quality processes: corrective actions, Field Quality Reports.
• Adhere to Company compliance and Health Safety and Environment (HSE) policies, procedures, and requirements
• Regular and reliable attendance
• All team members work one weekend per month in rotation.
• Other duties as assigned

What you will bring:

• Experience working in a modern (automated) contact center is a must with an emphasis on consultative sales or lead-generation.
• Ability to collaborate with others and understand geography and lead-setting skills. 
• Proven track record of success in selling over the phone, consultative sales, lead setting, or other relevant contact center experience.
• Exhibits superior technical skills and ability to task switch between omni channel contact center software, a CRM, mapping tools, the Microsoft Office suite, and other cloud-based tools.
• Has excellent verbal communications skills, strong grammar, spelling and written skills, and a strong understanding of North American geography.
• Comfortable with receiving coaching in an individual or team setting and having your work product evaluated in real time.
• Willingness to thrive in a remote work situation where your contact with colleagues is 100% via video conference, instant messaging, and phone.
• Ability to multi-task across multiple software platforms during your workday.

Each resume submitted gets individually reviewed by our team and retained for 24 months if other new and exciting opportunities arise that match your skills and qualifications.

Please note: This position requires the result of a satisfactory criminal record check.  A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position.

Position Summary: 
Note: This position starts as part-time, with a guaranteed 15 hours per week, with the potential to transition to full-time hours.

Note: All applicants must be available to work full-time for the first two (2) months to complete the required training.

We’re excited to welcome customer-focused individuals with exceptional communication skills to join our team in serving the vibrant City of Regina! As the first point of contact for residents, you’ll handle inquiries and service requests, making a direct impact in our growing community. If you’re a quick learner who thrives in a dynamic, fast-paced environment and has a passion for helping others through problem-solving, active listening, and empathy, this role is perfect for you!

Your main responsibilities include:

• Answer customer inquiries via phone, email, and social media regarding city programs and services.
• Clarify issues, determine customer needs, research and explore solutions, and escalate unresolved problems when necessary.
• Provide clear explanations of bylaws, regulations, policies, and procedures to customers.
• Use client relationship management software and phone to relay information and instructions to relevant departments and field personnel.
• Calculate, collect, and process payments, negotiate payment arrangements for outstanding balances, and refer cases for collections as needed.
• Update and document customer account information and all transactions in the relevant databases and computer systems.
• Perform related duties as required. To view the full job description, visit open.regina.ca.

What to expect:

• Performance-Driven Environment: Breaks, tasks, and statuses are scheduled, with regular reviews of employee metrics to maintain efficiency and quality.
• Supportive, Well-Organized Environment: Work in a structured call center with clear processes, use of evolving technology, and a collaborative team that provides the guidance and resources you need to succeed.
• High-Intensity Interactions: Handle customer inquiries with professionalism and composure, even when interactions are emotionally charged or challenging, requiring sound judgment and strong communication skills.
• Focused, Detail-Oriented Tasks: Engage in data entry and information verification with high concentration, auditory focus, and visual effort, often while sitting or standing for extended periods.

Who you are:

• You excel at professionally explaining and clarifying information, even when managing frustrated or escalated inquiries.
• You grasp complex bylaws, policies, and services related to water, sewer, taxation, assessment, collective agreements, and safety standards with ease.
• You are proficient in using office tools, enterprise software, and specialized applications to deliver efficient service.
• You have a keen ability to identify issues, resolve them by following established policies, and escalate when necessary.
• You bring experience in cashier duties, cash handling, and processing customer payments.
• You effectively manage tasks and adjust your activities to meet daily, weekly, and annual schedules.
• You demonstrate a strong ability to comprehend complex information and apply it effectively to achieve optimal results in various tasks and problem-solving scenarios.

What you need:

• This position requires a high school diploma and at least three years of experience in a front-line customer service environment.
• Experience in a call center and additional customer service training are considered assets.

Additional Requirements

• Successful candidate may be required to obtain and provide a satisfactory criminal record check, as per the City of Regina's Criminal Record Check Policy.

• Successful candidate will be required to provide proof of acquired education.

• Additional assessments may be conducted to evaluate competencies, knowledge, skills and abilities.

Application deadline: 2024-11-26 

Application requirements:

• Your up-to-date resume.
• Job specific cover letter.
• We recommend you save a copy of the job posting for reference throughout the recruitment process.