311 Customer Service Representative I
City of Winnipeg
Winnipeg, MB
Are you looking for an opportunity to join the City? 311 is the perfect opportunity to gain experience in our workforce.

311 is the primary point of contact for the public to either request or receive information regarding services provided by the City of Winnipeg. Reporting to the 311 Team Leader, the Customer Service Representative (CSR) responds to customer inquiries or provides information via telephone, fax, mail social media, and web mail.

As corporate ambassadors, CSR’s perform the following duties; access data bank to investigate and resolve incoming requests for service/information, refer or directly transfer to municipal and non-municipal resources, thoroughly and accurately document all customer service requests or reports.

Our Customer Service Representatives are scheduled to meet the needs of the public that we serve. Please see the ‘Hours of Work’ information below for more details.

As the 311 Customer Service Representative you will:
Deal directly with the public by responding to incoming calls, emails, mail and social media interactions
Search the computerized knowledge base to locate and link to relevant information to respond to public inquiries and provide information or resources as required
Relay information to customers in a courteous and professional manner
Enter the required information into the data base and generate service requests for the appropriate departments
Document all customer service requests or reports, thoroughly and accurately, as required to track incoming calls

Your education and experience includes:
Grade 12 graduation or equivalent.
Willingness and ability to work various shifts in a contact centre environment; previous contact centre experience is an asset
Demonstrated ability to provide courteous and professional customer service
Demonstrated respect for diversity with a commitment to providing respectful and inclusive customer service
Strong computer and website navigation skills and the ability to quickly learn various databases and applications in a multi-tasking environment
Fluency in English with a demonstrated ability to speak clearly, calmly, and professionally
Bilingual applicants (French and English) will be given first consideration and will be required to undergo a French language assessment
Excellent written communication skills
Excellent listening, reading and comprehension skills

Conditions of employment:
A Police Information Check satisfactory to the employer will be required from the applicant(s) or successful candidate(s), at their expense. To obtain Police Information Check information please visit www.winnipeg.ca/police.
Hours of Work: Scheduling is based on operational demands. Please note:
Successful applicants will be required to complete training from September 9, 2019 to November 8, 2019.
Following the successful completion of training, employees can expect to work 12-32 hours per week. Shifts will be between 4 and 8 hours in duration and start times vary.
Employees should expect to be scheduled for both week day and weekend shifts.
Shifts are provided in one-week blocks four weeks in advance.

CORE COMPETENCIES for ALL EMPLOYEES OF THE CITY OF WINNIPEG:
Citizen & Customer Focus
Respecting Diversity
Ethics and Values
Integrity and Trust
Results Oriented