Reporting to the Supervisor, Customer Contact Centre. Responsible for receiving, answering, referring and assessing inquiries related to all departments of the City of Hamilton such as tax, building and licensing, property standards, enforcement operations, waste management, culture and recreation, water distribution, forestry, roads maintenance and traffic operations.
Acts as primary customer contact with the public for the City of Hamilton.
QUALIFICATIONS & REQUIREMENTS:
Previous customer service experience in an in-bound call centre with a demonstrated ability to provide excellent service to the public in a customer-focused environment.
Strong verbal and written communication skills including good phone etiquette, telephone manners, listening skills, voice quality, diction and articulation, grammar and spelling.
Excellent people skills with an emphasis on customer service in a diverse community.
Demonstrated ability to work both independently and in a team environment using tact, good judgment and initiative in a fast-paced environment. Must possess initiative and good judgement in assessing urgency of calls and appropriate referrals.
Strong computer skills with working knowledge of Microsoft Office (Word, Excel and Outlook). Ability to conduct Internet and Intranet searches utilizing various programs to assist in answering questions. Must be able to input data into a Customer Relationship Management system at an acceptable speed.
Familiarity with call centre concepts including Automatic Call Distribution (ACD/ICD), queues, quality, schedule adherence, wait times, multi-line phone technology.
Must possess a basic level of math and problem solving to assist customers with tax inquiries.
Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.
The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.
We invite you to visit the departmental webpage to obtain further information on the culture and business of this department.
The incumbent shall comply with all Health and Safety Policies and Practices for this position and the workplace.
It is the responsibility of the applicants to ensure that their application reaches Human Resources by the closing date or they may not be considered. It is also the responsibility of applicants to supply qualifications, licences and related experience relevant to the qualifications outlined above for this competition as directed. On the basis of the criteria set out above, this posting is open to all applicants
The statements made by me are true, complete and correct to the best of my knowledge. I understand that any falsification of statements, misrepresentations, deliberate omission or concealment of information may be considered just cause for discipline, up to and including termination for internal applicants and disqualification for external applicants.