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Customer Service Representative (Service First Call Centre)

Position Title – Customer Service Representative (Service First Call Centre)
Length: Part Time
Department/Division: Human Resources and Citizen Service/Call Centre
Hours of Work: up to 24 hours per week; Various, including afternoons, evenings and weekends.
Union: Not Applicable
Grade: 5
Wage: $24.57- $27.91 per hour
Location:  Service First Call Centre, 131 Goodrich Drive, Kitchener
Closing Date: December 31, 2020
Serving, engaging and inspiring current and future generations

Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 560,000+, while creating a healthy, collaborative environment of learning, respect and innovation. This is a place where employees are valued and recognized for their talents and contributions to our success.

Who we are / Why work for us?
The Service First Call Centre (SFCC) is a centralized customer service contact centre that handles calls for all Region of Waterloo programs and services. We operate 24 hours a day, seven days a week.  Our employees provide vital programs and services that the citizens of the Region use everyday such as Grand River Transit, garbage and recycling collection, public health, housing and social services programs, maintenance of the Regional road network and paramedic services. The SFCC is the link to all these programs and services.
We are looking for people who want to make a difference in their community by providing excellent customer service after regular business hours including evenings, nights, weekends and statutory holidays (Monday through Sunday, 6 pm to 7 am, 4-8 hour shifts). The focus is on-call response and dispatch of operations staff and answering customer service inquiries for Grand River Transit as well as general inquires.

In return we offer:
Part time and casual part time positions. Up to 24 hours per week. Variety of shifts.
Flexible schedules and premiums for overnight and weekend shifts.

Learn more about why you should work with us at the Region of Waterloo 

The Opportunity:
Description of Duties: 
Provides after-hours on-call response and dispatch services to support 24/7 operations. Calls operations staff per call-in procedures and relays information to complete service calls and emergency response. Relays emergency calls per protocol. Sources basic information to respond and/or guides callers to the corporate website for additional information/resources. Informs management of technical issues, gaps, errors, and missing information in knowledgebase and provides suggestions to improve and update processes/information.
Customer service and communication skills to determine customer needs; understand/relay information; build rapport; de-escalate and communicate with callers in crisis; respond to inquiries and verify basic information; deal with sensitive information using confidentiality, courtesy and tact; respond to unscripted emergency situations acquired through a grade 12 education and 2 years of related experience in a customer service/call management or dispatch experience in a fast paced emergency or priority based service environment.
Organizational skills to enter data, follow scripts, maintain records, and deal with multiple priorities and fluctuating call volumes.
Computer skills with ability to use software such as Microsoft Office, telephone software, call centre technologies, GIS, and two-way radio for dispatch. Ability to simultaneously use and navigate multiple software programs while entering data accurately.

Please apply online, by the closing date Dec 31, 2020 quoting competition number 2019-2339.

We thank all applicants in advance; however, we will be corresponding only with those selected for an interview.

The Region of Waterloo is an equal opportunity employer committed to diversity and inclusion. We encourage qualified applicants to apply and will accommodate the needs of qualified applicants under the Human Rights Code in all parts of the hiring process.

Alternate formats of this document are available upon request. Please contact the Service First Call Centre at phone number (519) 575-4400, TTY number (519-575-4608) to request an alternate format.

Click here to view the job description pdf file.

The Regional Municipality of Waterloo,
Human Resources Department
150 Frederick Street, 3rd Floor,
Kitchener, Ontario N2G 4J3

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