Citizen Service Representative Part Time Permanent

Our City Our Future

St. Johns is a progressive city with a strong connection to the past and a positive outlook on the future. As one of the oldest cities in North America we have a unique history but we are also a growing city with the needs and opportunities of a modern urban population. The City of St. Johns is committed to recruiting world-class talent and expertise to join our City staff more than 1200 strong who provide a vast array of valued services to the residents of St. Johns and the metropolitan area. If you are an innovative thinker with a positive attitude and a commitment to quality we want you to help us make St. Johns a city where people want to live and feel they belong.

The Opportunity

The City of St. Johns is looking for Citizen Service Representatives to provide superior customer service to citizens and the business community through a single contact customer service centre including front counter call centre kiosk and web service.

Accountabilities

quickly and accurately identifying and assessing the customers need and taking appropriate action steps to satisfy those needs;
solving problems systematically using sound business judgment and follow through on commitment;
responding to customers in a polite and courteous manner; and
expressing thoughts and instructions to customers clearly and succinctly.
Addresses basic types of customer service inquiries such as:
providing detailed information and/or brochures to customers on the various City programs and services including the applicability of by-laws and codes to their requests for services permits and/or licenses;
accepting and processing applications and issuing permits and licenses related to City administered legislation by-laws and/or codes excluding Building and Development related issues;
accepting and processing requests for City delivered services;
accepting processing and reconciling cash credit and debit card transactions for the various taxes fees permits licenses services and/or programs;
Responds to electronic requests for information and/or service by:
receiving and processing requests for service and/or information received via telephone internet facsimile and front counter through the computerized Customer Relationship Management (CRM) system and provide customers with status/progress reports upon request;
Utilizes latest technologies to:
access supporting systems and databases and retrieve all applicable information required to service customer requests;
record track route and retrieve information; and
establish and maintain control of in-bound calls using a pre-defined call management structure

The successful applicant will be required to participate in all training programs applicable to this position and other related work. The above statements reflect the general duties considered necessary to describe the principal functions of the job identified and shall not be considered a detailed description of all work requirements that may be inherent in the job.

Qualifications

EDUCATION: Graduation from High School supplemented by the successful completion of a Business Administration program which is recognized by the City OR a combination of education and experience deemed acceptable by the City.

EXPERIENCE: Two (2) years experience in a front line customer service environment with proven experience in interacting/communicating with both customers and staff on a professional level. This experience must include at least one years cash handling experience involving accepting processing and reconciling cash credit and debit card transactions for various taxes fees permits and licenses. Knowledge of computerized business transaction systems and keyboarding.

OTHER: Must possess excellent communication and listening skills and be able to function at a high level of proficiency and maintain a professional demeanor while working under pressure and without supervision at times. Must be able to deal with matters of a confidential financial and legal nature. Must be able to work both independently and as a part of a customer focus team. Experience with various communication systems such as multi-line telephone systems two-way radio and cell phones would be an asset. Required attributes include the ability to be flexible adjust quickly and react positively to change. Must demonstrate the ability to build and maintain productive working relationships with others and contribute as an effective team member. Must be willing to learn new skills as required retain large amounts of facts policies procedures regulations and codes and adhere to quality improvement initiatives as initiated

Working Conditions

Rotating 8-hour shift schedule including weekends.
Working alone on some shifts.
Office environment that is centered within a working team.
High paced environment with many interruptions that shift priorities daily.

Physical Requirements

Read and sit for an extended period.
Must have finger dexterity/grasping ability to operate issued equipment/devices or a computer.

Hours of Work

Minimum of 16 hours per week rotating shifts

Applicants must be members of the Canadian Union of Public Employees Local 1289 or should be prepared to join the Union immediately upon appointment.

We wish to express our appreciation to all applicants for their interest and effort in applying for this position. However only candidates selected for interview will be contacted. The City of St. Johns does not accept applications in person by email fax or mail. Applications will be received up to 12:00 Midnight (Newfoundland Standard Time) on closing date.

This City of St. Johns is an equal opportunity employer and is committed to the employment of a qualified workforce which reflects the communitys diversity.