Senior Customer Service Rep - City of Saskatoon, Saskatoon

Position summary

The City of Saskatoon is seeking a Senior Customer Service Representative for a temporary full-time position available for approximately six months within Corporate Financial Services and the Corporate Revenue department. Operating under the supervision of the Customer Service Manager, this CUPE 59 position provides direction and support to other Customer Service Representatives as well as offering vital support to the Customer Service Manager.

Requirements

Candidates must meet specific educational, experiential, and skill-based criteria to be considered for these jobs in Saskatoon.

• Graduation from a business college OR graduation from a one year, post-secondary business related program.
• Five years of progressively responsible experience resolving concerns of external customers and processing automated transaction data, including a minimum of two years of current customer service experience in City utilities and taxes using the City's Customer Information System (CIS).
• Considerable knowledge of corporate policies, procedures, Civic Bylaw and Provincial Acts as they relate to services offered by Corporate Revenue.
• Knowledge of data processing methods and procedures.
• Demonstrated ability to deal respectfully, courteously and tactfully with external agencies, other civic employees, and the public in difficult circumstances.
• Demonstrated ability to communicate effectively, orally and in writing.
• Demonstrated ability to multi-task, meet deadlines, and manage several concurrent priorities.
• Ability to effectively provide guidance and training to staff.
• Ability to research, analyse and interpret information in accordance with established policies and procedures.
• Ability to solve problems independently.
• Skill in the use of a computer using the Microsoft Office Suite.
• Acceptable current Criminal Record Check (CRC) upon offer of employment.

Key duties

The person in this role will handle complex corporate tasks, offer frontline support, and ensure smooth daily operations within the department.

• Performs the duties of a Customer Service Representative.
• Provides daily direction, mentorship, training and on-floor support to Contact Centre staff.
• Acts as the first point of escalation for resolving complaints and complex issues in areas relating to utilities, property tax, parking permits, parking tickets, pet licensing, etc.
• Researches and responds to complex customer and staff issues related to utilities, property tax, parking permits, parking tickets, pet licensing, etc.
• Liaises with internal stakeholders, including Service Saskatoon, Saskatoon Light & Power, Saskatoon Water, Community Standards, etc. to resolve customer issues.
• Provides support to the Customer Service Manager, including processing Call Monitoring Calls for evaluation.
• Reviews and makes recommendations regarding process improvements related to customer service activities in Corporate Revenue.
• Performs other related duties as assigned.

About the company

The City of Saskatoon offers an inclusive workplace that embraces diverse backgrounds. As an equity partner with the Saskatchewan Human Rights Commission, the City commits to diversity, equity, and inclusion in its workplaces, striving to ensure the workforce reflects the community it serves and supports the realization of miyo-pimatisiwin, meaning the good life, for all residents.