311 Contact Centre Services Representative

Role Overview

• Answer inquiries and complaints by telephone, email, in person, and through digital or self-service channels.
• Explain City policies, procedures, programs and services to the public.
• Initiate service requests and accurately record related information.
• Refer calls or requests to the appropriate division, agency or authority when required.
• Use knowledge across multiple City service areas to support customer inquiries and requests.
• Stay informed on City operations, service updates and customer-facing information.
• Conduct research and analysis to identify service options and provide accurate information.
• Provide clear verbal and written communication in response to inquiries and requests for City services.
• Apply customer service, de-escalation and conflict-resolution skills to address inquiries, complaints and customer concerns.
• Use knowledge of City operations to guide customers and advocate on their behalf where appropriate.
• Liaise with internal divisions, Emergency Services and contracted service providers.
• Enter, retrieve, interpret and update data in customer relationship management systems, work management systems, knowledge bases and related databases.
• Provide information on compliance with applicable legislation, by-laws, policies and procedures.
• Apply approved guidelines, policies and procedures to support accurate service delivery and determine appropriate next steps.
• Promote digital and self-service options to support customer access to City services.
• Perform general clerical duties as required.
• Redirect calls as necessary and take messages when appropriate.

Requirements

• Considerable experience in a high-volume contact centre or customer service environment receiving inbound communications, including phone, email, social media, live chat or other customer contact channels.
• Considerable experience providing exceptional customer service, including experience using de-escalation techniques and managing difficult or sensitive customer interactions.
• Considerable experience multitasking while working with large volumes of information, including researching, assessing, recording and reporting data while navigating multiple applications and computer screens.
• Considerable experience using call centre or contact centre technologies, databases and software, such as customer relationship management applications, workforce management tools, knowledge base databases or similar systems.
• Ability to listen empathetically, interpret customer needs and respond with exceptional oral and written communication skills.
• Ability to provide proactive, solution-focused service with confidence and tact when dealing with confidential, sensitive or challenging situations.
• Ability to navigate multiple systems to support first-contact resolution.
• Strong technical skills and the ability to promote digital and self-service options.
• Knowledge of contact centre principles, practices and key performance metrics.
• Ability to adapt and demonstrate emotional resilience in a fast-paced environment.
• Proficiency in conflict resolution techniques to effectively manage interactions with upset or frustrated customers.
• Strong multitasking skills, including the ability to document calls, navigate multiple systems and interact with customers simultaneously.
• Proven ability to thrive in a busy environment while working independently to achieve operational and service goals.
• Strong verbal and written communication skills.
• Ability to learn new systems, processes and information quickly.
• Strong research, analysis and knowledge-gathering skills.
• Ability to keep accurate records efficiently.
• Ability to work within tight timelines and meet service expectations.
• Ability to use Microsoft Office, including Word and Excel.
• Availability to work flexible hours, including days, afternoons, overnights, weekends and holidays, to meet operational needs.