Customer Service Team Lead

Bring your leadership skills to a role that serves residents supports teams and strengthens community services!

Supporting and reporting to the Administrative Support Supervisor the Customer Service Team Lead plans directs administers supervises and participates in the daily operations and activities of the Utilities Customer Assistant team to ensure customer service needs are met.

Key Responsibilities:

• Provide leadership and supervision to the Utilities Customer Assistant Team
• Facilitate problem solving and administration of the external customer inquiries
• Develop plans and implement strategies to coordinate activities of the Utilities Customer Assistant Team and monitor effectiveness of the services provided to the department and community
• Monitor and approve vacation schedule and timesheets
• Complete performance appraisals manage hiring orientating and functional training of new staff
• Develop and implement appropriate training to ensure Utilities Customer Assistant Team is knowledgeable of Utility service offerings and levels of service and is prepared for changes as required
• Ensure the Utilities Customer Assistant team understands customer needs and delivers the expected outcomes
• Resolve customer complaints and ensure customer service quality
• Administer the after-hours answering service and call recording contracts
• Uphold and promote the Countys corporate values and the departments strategic priorities and initiatives

Qualificationsand Skills:

• Post-Secondary specialized training or certificate with a minimum 5 years related experience
• Leadership or supervisory courses considered an asset
• Minimum of 2 years supervisory experience
• Sound knowledge of administrative and general office procedures
• Proficient in Microsoft 365 Suite
• Knowledge in VUEWorks and Tempest is an asset
• Ability to supervise a staff of 6
• Ability to deal effectively and professionally with internal and external customers
• Excellent organizational time and stress management skills required

Conditions of Employment:

• Submission of a Satisfactory Criminal Record Check

Who We Are:

Strathcona County is a specialized municipality located in the heart of Alberta. Our vision is to become Canadas most livable community where our workplace culture and identity are supported by our people plan and values of integrity respect safety fairness and cooperation.

Why Join Strathcona County: (depending on position)

• Competitive salary and comprehensive benefits package which includes:
  • Extended health and dental coverage
  • Health and wellness spending account
  • Life and disability insurance
  • Retirement and pension programs
  • Earned day off program
  • Employee and family assistance program
• Commitment to employee development through internal and external training and development opportunities
• Well-being programs and a safety culture focused on physical and psychological health in the workplace

Equivalencies of education and experience may be considered.

This competition may be used to fill future vacancies for similar positions within the next 6 months.

Strathcona County is committed to an inclusive respectful and equitable workplace that represents the community we serve. We welcome applicants from all backgrounds who can contribute diverse perspectives and experiences.

We thank all applicants for their interest; however only those selected for an interview will be contacted.