City of Edmonton Looking for Online Customer Service Specialist at Edmonton, AB Full Time

We are looking to hire energetic, enthusiastic, and customer service driven individuals to work as the Online Customer Service Representative, supporting online customer service for the Community and Recreation Facility branch. They will be a passionate member of the Admissions & Customer Service unit, the first point of contact with members, citizens and user groups seeking assistance for a variety of items, such as memberships, registrations, golf, and many more items.

Some responsibilities include, but are not limited to:
Provide timely and accurate responses to inquiries from citizens, colleagues and other departments in a professional and courteous manner

Consistently performs transactions, registrations and bookings accurately, timely and in accordance with established policies, procedures, guidelines and business processes

Supports administrative work for the CRF branch, including membership holds, cancellations, extensions

Provide consistent and effective quality service to all customers, internal and external, by email, phone and other online options (future – LiveChat and ChatBot)

Troubleshooting errors with RAMS and MoveLearnPlay, payment errors (Bambora), registration errors and other errors and escalations

Create, edit and monitor responses for LiveChat and ChatBot project

Monitoring customer queries, concerns and feedback to support the LiveChat and ChatBot tools

Provide First Aid, CPR, and emergency evacuation support as needed

Other duties as assigned

Qualifications :
Completion of Grade 12 or High School

A minimum of 2 years experience in customer service and cash handling is required

Demonstrated skills in accurate, efficient and secure cash handling

Experience with Google Applications, including GMail, Drive, Docs, Sheets is required

Proficient skills in RAMS and MoveLearnPlay

Proficient skills in organization, time management and prioritization

Proficient skills in interpersonal management including collaboration, sharing and solution creating while working with others

Proficient skills in monitoring business performance, including customer service and transaction measures

Knowledge in computers, point of sale equipment and softwares

Knowledge in recreation facility, attractions, and policies and procedures

Exceptional and effective customer service when dealing with the public, staff, and volunteers

Proven ability in decision making in accordance to established policies and procedures

Proven ability in interpersonal management including collaboration, sharing and solution creating while working with others

Proven ability in conflict resolution and resolving escalated customer and staff concerns

Proven ability in written and verbal communication skills including effective facilitation skills

Proven ability to understand and execute oral and written instructions and information

Demonstrated ability to lead, support or actively participate in project work

Demonstrate service excellence, embracing diversity and promoting inclusiveness

Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit (http://bit.ly/3bH2Ztv)

Demonstrate the foundational competencies, key behaviours and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City’s leadership competencies, please visit (http://bit.ly/2PLbz1w)

Hire is dependent upon a Police Information Check including Vulnerable Sector check satisfactory to the City of Edmonton

Asset:
Knowledge in golf practices

Six months of online customer service experience

Six months of proven experience in handling escalations, troubleshooting customer issues

Possession of valid Standard First Aid and CPR Level C & AED Certification

The City of Edmonton is committed to inclusive, respectful and equitable workplaces that represent the communities we serve. We continuously improve our systems, policies and practices to remove barriers and ensure our employees, in all their diversity, can succeed. We value applicants with a diverse range of skills, experiences and competencies, and encourage you to apply. To learn more, see the Art of Inclusion: Our Diversity and Inclusion Framework here: https://bit.ly/3hd2d95.

The City of Edmonton strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact Employment@edmonton.ca.

COVID-19 Notice: The City of Edmonton has implemented a COVID 19-Vaccination Policy. Employees must be fully vaccinated against COVID-19 and provide proof of vaccination. Employees who cannot be fully vaccinated on the basis of a protected legal ground (e.g. medical, religious) may request an exemption. Please note that this policy applies to all employees, including new hires, and volunteers. If your application is successful, you will be asked to provide proof of vaccination or request an exemption.

For more information, please refer to our COVID-19 Vaccination Policy (bit.ly/3lKwb6j) and COVID-19 Vaccination Procedure (bit.ly/39BICMt).

Up to 1 permanent full-time position

Hours of Work: 40 hours per week, Some weekends and evenings may be required.

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.

Salary: $22.361 – $27.765 (Hourly); $46,698.770 – $57,973.320 (Annually)

Talent Acquisition Consultant: JP/MZ

Classification Title : Clerk II

Posting Date : Sep 23, 2022

Closing Date : October 7,2022 11:59:00 PM (MST)

Number of Openings (up to) : 1 – Permanent Full-time

Union : CSU 52

Department : Community Recreation and Culture

Work Location(s) :
Commonwealth Community Recreation Centre, 11000 Stadium Rd

T5H 4E2