Service Experience Coordinator
Service Experience Coordinator
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Job Description
- Completion of grade 12 (high school diploma) with emphasis on general office practices or completion of an appropriate certificate program from an approved business school or college
- Two years of 311 experience as a universally trained member meeting all performance expectations in the last 12 months rolling period
Assets:
- Call Centre Certificate is an asset
Skills required for success:
- Experience with Contact Centre programs such as CISCO NICE WFM POSSE TACS SAP RAMS and CACTIS
- Demonstrated understanding and knowledge of 311 & Customer Access processes procedures and systems
- Knowledge of 311 & Customer Access processes and procedures
- Ability to exercise good judgment in public relations when dealing with members of the public media all levels of staff including elected officials
- Experience conducting research using various tools with an emphasis on delivering accurate information
- Able to work in a fast-paced high-volume detail-oriented environment with a strong focus on organizational and strong time management skills
- Able to multi-task by juggling numerous tasks at once
- Able to make decisions independently
- Proven reliability by completing all deliverables on time and demonstrating a consistent record of attendance in a real time environment
- Ability to work various shifts over 6 days a week 12 hours a day (7am-7pm)
- Comfortable with having calls recorded on an ongoing basis
- Demonstrated proficiency with technology such as Google Applications Gmail and Internet
- Able to meet performance standards and not currently on a formal performance action plan
- Alignment to our Cultural Commitments and Leadership Competencies (
- Embracing a culture of equity diversity reconciliation and inclusion
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
- Alignment to our Art of Inclusion: Our Diversity and Inclusion Framework
- Alignment to our Cultural Commitments
- Alignment to our Leadership Competencies
- Applicants may be tested
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 . Learn more about our benefits to 1 permanent full-time position
Hours of Work:40 hours per week. Monday-Friday.
Salary Range: $29.534 - $37.001 (Hourly); $61666.99 - $77258.09 (Annually)
Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 will be forthcoming shortly.
Talent Acquisition Consultant: RD/VH
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
Shape Exceptional Experiences as a Service Experience Coordinator
Are you passionate about making a tangible difference in peoples lives Do you thrive on solving complex problems and building strong relationships At 311 & Customer Access we are the vital link connecting Edmontonians and City of Edmonton employees to essential services programs and information. We are committed to delivering on our promise of enabling a better life for all Edmontonians and that starts with providing outstanding service.
As a Service Experience Coordinator youll be at the forefront of this mission leveraging your expertise to troubleshoot and resolve escalated and critical service requests across 70 lines of service. Youll work collaboratively with leadership and various business areas conducting in-depth research identifying root causes and implementing solutions that directly enhance customer satisfaction and operational efficiency. If youre a natural problem-solver with a knack for fostering positive relationships and a desire to elevate service quality we invite you to help us shape exceptional experiences for our community.
What will you do
- Resolve escalated concerns City Council Offices other business areas or 311 & Customer Access leadership
- Gather all necessary information about the issue including the nature of the problem its impact and urgency
- Investigate the root cause by diving into service inquiry history and reviewing internal procedures
- Identify process improvements where processes or systems may have fallen short
- Collaborate with key business partners and communicate with relevant teams to coordinate efforts and ensure a timely resolution
- Taking ownership driving progress and seeing complex inquiries through to resolution
- Developing a comprehensive resolution plan in collaboration with other teams
- implement solutions ensuring they address the root cause and prevent future issues
- Keeping business partners informed providing regular updates to customers and internal teams on the progress
- Managing expectations effectively communicating clearly to minimize any frustration
- Dealing with highly complicated and emotionally charged situations which involves handling upset citizens navigating difficult conversations and de-escalating conflict
- Managing complaints and grievances with empathy and professionalism while ensuring fair resolutions
- Cross-departmental collaboration coordinating with multiple teams such as Training Scripting Quality and various Business Partners to resolve complex issues
- Build and maintain strong relationships with both internal and external business partners
- Drive service improvement by identifying systemic issues and developing data-driven solutions
- Other related responsibilities
Connect with us!
Required Experience:
IC
Employment Type
Full Time
