Citizen Service Representative - Part Time Temporary …, Newfoundland and Labrador

Our City, Our Future St. John's is a progressive city with a strong connection to the past and a positive outlook on the future. As one of the oldest cities in North America we have a unique history, but we are also a growing city with the needs and opportunities of a contemporary urban population. The City of St. John’s is committed to recruiting world‑class talent and expertise to join our City staff, more than 1200 strong, who provide a vast array of valued services to the residents of St. John's and the metropolitan area. If you are an innovative thinker with a positive attitude and a commitment to quality, we want you to help us make St. John’s a city where people want to live and feel they belong. Opportunity The City of St. John's is looking for a Citizen Service Representative to provide superior customer service to citizens and the business community through a single contact customer service centre, including front counter, call centre, kiosk and web service. Responsibilities Quickly and accurately identify and assess the customer’s need and take appropriate action steps to satisfy those needs. Solve problems systematically, using sound business judgment and follow through on commitment. Respond to customers in a polite and courteous manner. Express thoughts and instructions to customers clearly and succinctly. Address basic types of customer service inquiries, such as providing detailed information and/or brochures to customers on the various City programs and services including the applicability of by‑laws and codes to their requests for services, permits and/or licenses. Accept and process applications and issue permits and licenses related to City administered legislation, by‑laws and/or codes, excluding Building and Development related issues. Accept and process requests for City delivered services. Accept, process and reconcile cash, credit and debit card transactions for the various taxes, fees, permits, licenses, services and/or programs. Respond to electronic requests for information and/or service by receiving and processing requests for service and/or information received via telephone, internet, facsimile and front counter through the computerized Customer Relationship Management (CRM) system and provide customers with status/progress reports upon request. Utilize latest technologies to access supporting systems and databases and retrieve all applicable information required to service customer requests. Record, track, route and retrieve information; and establish and maintain control of in-bound calls using a pre-defined call management structure. Qualifications Education: Graduation from High School, supplemented by the successful completion of a Business Administration program which is recognized by the City or a combination of education and experience deemed acceptable by the City. Experience: Two (2) years experience in a front line, customer service environment with proven experience in interacting/communicating with both customers and staff on a professional level. Must include at least one year’s cash handling experience, involving accepting, processing and reconciling cash, credit and debit card transactions for various taxes, fees, permits and licenses. Knowledge of computerized business transaction systems and keyboarding. Excellent communication and listening skills and ability to function at a high level of proficiency while maintaining a professional demeanor under pressure and without supervision at times. Ability to deal with matters of a confidential financial and legal nature. Ability to work independently and as a part of a customer focus team. Experience with various communication systems such as multi‑line telephone systems, two‑way radio and cell phones is an asset. Flexibility, adaptability, and ability to react positively to change. Ability to build and maintain productive working relationships with others and contribute as an effective team member. Willingness to learn new skills as required, retain large amounts of facts, policies, procedures, regulations and codes, and adhere to quality improvement initiatives as initiated. Members of the Canadian Union of Public Employees, Local 1289, or preparedness to join the Union immediately upon appointment. Working Conditions Rotating 8‑hour shift schedule including weekends. Working alone on some shifts. Office environment that is centered within a working team. High paced environment with many interruptions that shift priorities daily. Physical Requirements Read and sit for an extended period. Must have finger dexterity/grasping ability to operate issued equipment/devices, or a computer. Hours of Work Minimum of 16 hours per week, rotating shifts. The City of St. John's does not accept applications in person, by email, fax or mail. Applications will be received up to 12:00 Midnight (Newfoundland Standard Time) on closing date. This City of St. John's is an equal opportunity employer and is committed to the employment of a qualified workforce which reflects the community's diversity. #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2on8jk