Government of Saskatchewan Looking for Customer Relations Specialist at Regina, SK

The Opportunity:

The Visitor Experiences branch of the Ministry of Parks, Culture and Sport (PCS) is seeking a well-rounded professional with proven customer service and communication skills to join us as a Customer Relations Specialist.

The Customer Relations Specialist role will be of interest to those with strong customer service skills and demonstrated leadership abilities. In this role, you will be able to assess and complete required tasks and achieve results within established timelines in an environment with tight deadlines and constant interruptions. You will excel working in team environments and with minimal supervision.

In this position, the successful candidate will respond verbally and in writing to inquiries and information requests from the public applicable to Saskatchewan Provincial Parks. You will efficiently and effectively participate in general office administrative duties such as filing, entering data, retrieving data, and record keeping. You will excel at undertaking research and evaluations to support the Ministry’s operational policies, procedures, and guidelines.

This position requires knowledge and application of customer service best practices, management practices, technical operations to identify system issues, and communication and marketing principles. The knowledge, skills, and abilities required for this job would be attained through a two-year diploma or higher in business administration, commerce, public policy, or other related discipline.

Primary Duties:

Customer Relationship Management

Contribute to the overall management of customer interactions for the provincial park customer service program. This role is responsible for the management and resolution of voicemails, emails, social media inquiries, and referrals originating through various channels including the Minister’s Office regarding park programs and policies.

Provide technical and customer service support to the public, park staff, and other stakeholders. Prepare change management materials including user guides and instructions. Assist in problem solving of reservation system-related inquiries.

Program and Policy, Customer Service Product

Design, develop, implement, and evaluate the operational policies, procedures, and guidelines for provincial park visitor services. Generate statistical analysis and evaluation reports by review of various data to prioritize needs for improving the quality of the programs and service offerings in provincial parks.

Training and Development, Customer Service Product

Lead the customer service training program to educate, coach and mentor park staff, Tourism Saskatchewan travel counsellors, third party vendor associates, and park patrons daily to maintain a high level of service standard and ensure consistent positive customer experiences at provincial parks. Research, design, develop, implement, and evaluate the multi-technology training program. Coordinate and facilitate meetings and learning sessions.

Park Business System

The park reservation system is a resource used by visitors, tourism partners, park staff, and Ministry of Environment staff and is critical to the efficient and effective operation of provincial parks. This position must prepare change management materials including user guides, instructions, and assist in problem solving system-related inquiries (e.g., reviewing, approving, and issuing refunds, answering reservation-specific inquiries, etc.).

Communications and Marketing
Utilize information to determine public demand, assess visitor satisfaction, and foster an understanding of visitor-based park activities. Develop marketing and branding strategies as part of a team. Develop and review signage as part of a team.

Supervisor Responsibilities

Supervise new staff within the customer service unit to ensure consistent delivery of customer service programs.

Job Conditions:

• A clear Criminal Record Check is required.
• A Class 5 driver’s license is required.

The Ministry of Parks, Culture and Sport offers dynamic and challenging work for talented individuals in an environment that supports innovation, creativity, and diversity.

We are committed to workplace diversity