Education Level(s) :
Job ID : 775
Please note that there are up to three (3) casual opportunities available. These will have varied hours with two shifts guaranteed per week and up to full-time hours may be available during peak periods (May to August). All applicants need to be available to work full-time hours during the first two months while training.
We are looking for customer focused individuals with great communication skills to help serve residents and contribute to our growing community. This position is the first line customer contact point to respond to customer inquiries and service requests relating to City of Regina services. This work environment will be attractive to people who are quick learners and quality-oriented, who thrive in fast-paced environments and have a passion for helping others through problem solving, active listening and empathy.
This position provides exceptional customer service in a call centre environment as well as eventual rotation into in-person counter service roles, such as Ambassador and Cashier. Responsibilities include preparation of service requests and inquiries; providing clarification and explanation of bylaws, regulations, policies and procedures; updating computerized records; and performing cash management functions.
Typical Duties Include:
Respond to inbound calls, emails and social media requests from customers to answer their inquiries regarding programs and services for the City of Regina.
Resolves problems by clarifying issues and determining customer needs and requirements; researching and exploring solutions; escalating unresolved problems.
Recommend solutions in the event the City is not responsible for the service requested.
Communicate appropriate information and/or instructions to departments and field personnel using client relationship management software and telephone.
Liaise with departments and other government agencies to determine the appropriateness of referrals.
Determine specific locations for field personnel and assist with answering public inquiries as to where city assets are located using various maps and computer-based mapping tools such as GIS.
Supply departments, news media and the public with information during emergency response situations.
Provide in person services to customers to process applications, transfer services, service order requests, issue passes and permits and sell promotional items.
Calculate, collect, and process payments. Negotiate suitable payment arrangements to clear outstanding and arrears balances and refer collection activity as appropriate.
Maintain customer account information and document all transactions performed in appropriate databases and computer programs.
Act as an Ambassador to City Hall greeting customers, answering inquiries, managing incoming/outgoing deliveries and visitor management.
Comply with all applicable corporate standards, bylaws, policies, and legislation such as The Cities Act, Local Authority Freedom of Information and Protection of Privacy Act.
Provide guidance and education to the public on the use of the City of Regina website.
Redirect inquiries of a more complicated nature to the appropriate area to ensure customer satisfaction.
Perform related duties as required.
Qualifications:Knowledge of the following is required:
Statutory regulations, bylaws and other policies and procedures related to water/sewer, property taxation, property assessment and licensing
City of Regina’s organizational structure, including services provided by the various departments
Programs/services, functions, policies, and governance structure in a municipal government environment as well as other levels of government and external agencies
Principles and practices of customer service
The following abilities are required:
Display empathy by recognizing emotions and understanding customer perspectives to better support them through situations
Handle upset customer and complaints with high stress tolerance and resilience
Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
Collect, organize, and analyze information to respond to customer inquiries
Professionally represent the City of Regina by applying customer service principles, practices and techniques in communicating policies, procedures and processes
Handle large sums of money, keep records of account, and perform cash balancing, in accordance with cash handling policies and procedures
Accurately perform complex mathematical calculations
Interpret various maps and computer-based mapping tools (GIS) for the purpose of communicating information and responding to service requests
Process a large volume of records and transactions while maintaining close attention to detail
Use judgement and discretion in handling confidential customer information
Interpret, apply, and explain established policies and procedures
Maintain professionalism, courtesy, and composure always.
Ability to effectively handle both favorable and unfavorable customer interactions
Communicate clearly and effectively both orally and in writing demonstrating skill in adapting diverse communication techniques
Evaluate situations, identify problems, and exercise sound independent judgement within established guidelines
Work in a team-based environment and achieve common goals.
Demonstrated proficiency in a windows PC environment utilizing a multi-screen configuration. A minimum keyboarding speed of 50 wpm is required.
Demonstrated ability to handle multiple priorities, organize workload and meet deadlines.
Education & Experience:
The knowledge, skills and abilities required for this position are obtained through successful completion of Grade Twelve, and three (3) years’ experience in a front-line customer service environment. Call Centre experience and additional customer service training is an asset.
Working/Other Conditions:
Work independently in a team based, open office environment with minimal supervision, demonstrating sound judgement and a high degree of concentration and composure in a stressful environment.
Perform repetitive hand movements and work in a structured environment.
✓ Note: Testing may be done to evaluate knowledge, skills and abilities.
✓ Note: As per the City of Regina’s Criminal Record Check Policy , the successful candidate is required to provide a satisfactory criminal record check.
✓ Note: Successful candidates will be required to provide proof of acquired education.
Jurisdiction: CUPE Local 7
Division: Communications & Engagement
Hourly Salary: $23.87 – $30.39
Annual Salary: $45,511.00 – $57,942.00
The City of Regina values diversity in our workforce and encourages applications from all qualified Employment Equity candidates.
Note: The City of Regina 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 Talent at 306-777-7550 or by email at Talent@regina.ca .