Temporary Customer Experience Specialist

Position Overview:

Reporting to the Customer Service Manager, the Customer Experience Specialist will support the effective and efficient operations of the Integrated Customer Service Centre by delivering customer service training, supporting various financial processes and working closely with the City’s Customer Relationship Management (CRM) software. In addition, this position is responsible for a variety of administrative duties to provide the necessary support for customer service initiatives across the organization, ensuring services are being provided in an efficient manner and processes are meeting established targets.

On an as needed basis, this role may also be required to complete duties of the Customer Experience Representatives within the Centre.

Key Results Areas

Act as the main point of contact for customer service training by:

• Updating and maintaining the Customer Experience Representative training program, ensuring training materials remain up-to-date for all Centre processes and procedures, including software applications;

• Identifying training opportunities and providing recommendations for consideration;

• Delivering the training program and on-boarding Customer Experience Representatives;

• Maintaining the Team schedule and calendar to coordinate training sessions, front-desk and contact centre rotations and sufficient coverage for front-facing operations;

• Training service areas in the use of customer service software applications; and

• Reviewing contact centre call logs to identify training opportunities for quality assurance.

Support various financial and payment processes within the centre by:

• Acting as the head cashier for the City Hall front desk;

• Coordinating bank deposit for all City payments;

• Troubleshooting basic financial issues within various systems; and

• Liaising with the finance department as required.

Provide support to the efficient operations of the centre by:

• Maintaining on-call lists to support after-hours customer service;

• Providing support to the Business Advisor by maintaining data entry into technology systems, such as Customer Relationship Management (CRM) software;

• Ensuring technology systems are kept up to date;

• Preparing and running reports;

• Entering purchase/contract requisitions and receivers into the system and preparing payment vouchers;

• Preparation of requests for invoices, balances and requests replenishment for petty cash and verifies individual corporate card purchases; and

• Providing payroll administrative support including input of payroll time entry.

As required, backfill of Customer Experience Representatives by;

• Ensuring all visitors and inquiries received through the Integrated Customer Service Center (in person, on the phone and online) are responded to positively, professionally and effectively;

• Serving as the single point of contact and front line communications for the City by providing various services for the entire organization; and

• Supporting and enabling various City Service Areas in operating at optimal levels by providing administrative support services.

Essential Competencies

• Strong aptitude for computer software including Microsoft Office suite of products, Naviline, databases, GIS mapping systems and other software applications;

• Ability to work with large volumes of information including researching, assessing, recording and reporting data, while utilizing multiple applications and computer screens;

• Strong interpersonal skills, including excellent verbal and written communications skills;

• Experience with adult learning environments to onboard staff and facilitate training sessions;

• Strong keyboarding and proof reading skills with emphasis on accuracy and attention to detail;

• Excellent customer orientation, collaborating with members of all service areas at various levels within the organization to ensure service requirements are met;

• The ability to resolve difficult situations with customers and staff constructively and positively in a respectful and professional manner; and

• Proven ability to work in a fast paced and demanding public facing environment while delivering a high level of customer…