Job Summary

Responsible to provide sound communications, protocol and media support to business areas across the organization. Assist in delivering strategic communications support to internal business service area(s) and responsible for the development and implementation of communication strategies. Implement and coordinate approved communications projects, and execute special events and information programs. Through the development and support of key communications plans and initiatives, the Advisor contributes to the protection of the City’s brand and reputation.

Duties and Responsibilities

• Primary function and majority of job is handling inbound calls from Customers (residents, businesses, etc.).
• Handling difficult callers, de-escalation of situation all with an exceptional Customer Service presence.
• Inform, educate, explain and advise Customers recommended steps, instructions, actions, including departmental policies and service levels and/or refers Customer to other agencies (e.g. Regional, Provincial or Federal).
• Interpret, disseminate and translate information and complex processes.
• Research and analyze information using multiple tools such as Knowledge Base (KB), TXM, TIA, MAX, SAP, eCity and/or other required technology tools in appropriate order.
• Initiate and process departmental Service Requests (SRs) using Customer Relationship Management (CRM) application (INFOR) while adhering to departmental information gathering requirements.
• Provide input to KB content, needs or enhancements to calls and e-mail handling requirements.
• Participate in training, refreshers and huddles for department policy and procedure updates, technology upgrades, changes or enhancements in order to serve the Customer more effectively and efficiently.
• Perform other duties as assigned.

Skills and Qualifications

• Successful completion of Grade 12 education.
• A minimum of three years' exceptional Customer Service experience in a front-facing environment, examples include but not limited to; retail store, floor sales associate, cashier, bank teller, restaurant server, flight attendant, hotel staff, amusement park, etc.
• Experienced in handling difficult customers, strong negitation and de-escalation skills along with providing exceptional Customer Service consistently.
• Ability to work in a fast-paced demanding environment that requires exceptional Customer Service
• Excellent communication skills, both verbal and written.
• Excellent researching and reading comprehension skills.
• Strong analytical, problem solving and decision making skills to provide accurate information and solutions professionally and efficiently.
• Ability to demonstrate active listening skills and relate to a diverse customer base.
• Ability to adapt to change and be able to multitask using several computer programs simultaneously.
• Ability to learn quickly.
• Strong work ethic, positive attitude and coachable.
• Must be able to work flexible hours and variable shifts as operating hours will be from 7:00 a.m. to 7:00 p.m, Monday to Friday.
• Currently position is a work from home role, successful applicant must have a workstation available with an Ethernet connection (not WIFI), where it is quiet and private, free from distraction.
• Role requires a lot of computer use, keyboard, mouse and wearing a headset for majoirty of shift, 6 to 8 hours.
• Working condition is indoors, majority of job requires sitting.