Please note the following:
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This recruitment process consists of three stages: a written assessment, a pre-screening phone call, and an in-person interview.
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These are regular part-time positions. Works hours may fluctuate from week to week up to a maximum of 24 hours per week. These are in-office positions.
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CAD $28.54 Hourly (First year rate)
Join us and make a lasting difference!
JOB SUMMARY
Reporting to the Manager, the Customer Service Representative - Contact Centre is the first point of contact for customer inquiries and service requests about various City services. The Representative provides professional, efficient customer-oriented service resulting in exceptional customer satisfaction. The Contact Centre is primarily inbound focused. The Contact Centre is the Customer Service Centre for the City servicing all customers on the phone, in person or online. They are held to the highest standards of Customer Service with highly knowledgeable and technically adept staff.
KEY DUTIES AND RESPONSIBILITIES
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Provide prompt customer service, support day-to-day operations including courteous and effective handling of customer transactions and inquiries at the counter, by telephone, or email
- Liaise with the general public, residents, commercial users, community groups, staff and Councillor's assistants (or elected officials)
- Demonstrated broad knowledge of all City of Markham departments and service requirements in order to effectively provide quick one stop customer service to respond to inquiries related to a range of programs and requests (i.e. Markham Subsidy Program, processing registration requests, Windrow Snow Removal Program, coordination of Animal and Business license renewals, and Front Counter)
- Continuously seek to improve customer satisfaction through exceptional customer service interactions and ongoing participation in process improvement activities
- Resolve customer issues by using interpersonal skills, Contact Centre databases, problem-solving and on-line research skills while adhering to Contact Centre performance metrics (such as first touch resolution)
- Perform data entry, tracking and client updating of contacts using the City's Customer Relationship Management System (CRM) desktop application system
- Process various financial transactions (cheques, credit cards, small amounts of cash)
- Special projects and tasks as assigned
- Demonstrated time management skills with ability to prioritize demands, meet customer service standards and deadlines
- Support other team members by working in a collaborative and co-operative manner
REQUIRED SKILLS & COMPETENCIES
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Minimum high school education plus additional courses in customer service or related discipline (a college diploma is an asset)
- Minimum of 2 years of customer service experience with a strong understanding of Contact Centre/Call Centre work environment
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Demonstrated knowledge of a public sector environment and departments serviced by a Municipal Contact Centre and the public.
- Knowledge of specialized software to include Customer Relationship Management software, XPLOR, TXM, AMANDA, Point of Sale, G-TECHNA , GIS, EAM(Lucity) , Micorsoft TEAMS
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Excellent verbal and written communication skills, with a clear commitment to customer satisfaction and continuous improvement.
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Demonstrated customer service skills and a strong people orientation including the ability to understand and respond in a timely manner to customer needs exercising sound problem-solving skills, judgement, tact and diplomacy.
- Ability to deal with difficult clients, diffuse emotionally-charged situations and successfully resolve customer issues in a diplomatic and professional manner.
- Proven ability to work well under pressure in a fast-paced, complex and demanding contact centre (or similar) environment while responding quickly to changing priorities.
- Strong financial/mathematical skills required to handle a range of financial transactions.
- Demonstrated ability and experience to think, talk and type while providing customer service on the phone or in person (multi-tasking).
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Intermediate level of computer skills and programs such as MS Office programs to include Excel, Word, TEAMS, Access, as well as Internet, Outlook, social media (i.e. Webchat, Twitter, Facebook)
- Ability to input information on keyboard with accuracy and speed
- Able to multi-task and have strong organizational skills
- Ability to quickly learn new service programs and information
- Able to learn new skills (including computer skills)
- Open and adaptable, welcoming change with a positive and flexible approach.
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Able to work in a structured environment (i.e. scheduled breaks) with performance metrics that track and measure work speed, quality and quantity of transactions
- Fluency in other languages in addition to English would be considered an asset
- Ability to work flexible shifts including weekends and evenings when necessary
CORE BEHAVIOURS
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Service Excellence: Meets or exceeds service standards when interacting with customers in the community and in the organization.
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Change & Innovation: Responds positively and professionally to change and helps others through change.
- Teamwork & Relationship Building: Interacts with others in an inclusive, collaborative and respectful way that creates effective working relationships.
- Communication: Communicates in a clear, professional and respectful way; demonstrates active listening.
- Accountable & Results Oriented: Demonstrates ethical behaviour and accountability, aligns with City values, and abides by relevant policies and legislation.
- Management & Leadership: Demonstrates self-management, professionalism and engagement; leads by example.
Core Values
At the City of Markham, our work is guided by a shared set of core values that shape how we serve our community and support one another.
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Service Excellence: the consistent delivery of high-quality efficient and customer-centric service that exceeds expectations.
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Accountability: our obligation to be responsible and accountable for our actions, decisions and performance.
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People-Focused: putting people first.
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Trust: the confidence we place in each other to act with integrity and fairness.
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Innovation: Investing in each other and the way we deliver our programs and services.
We are looking for candidates who bring these values to life through their actions, decisions, and leadership approach.
Conditions of Employment
As a condition of employment, you will be required to provide a satisfactory Criminal Record and Judicial Matters check
AI Disclosure
At the City of Markham, we value transparency and fairness in recruitment. While our system (ADP Workforce Now) includes AI-powered features, we do not use AI to screen, assess, or select applicants. All evaluations are conducted by people.
The City of Markham is committed to inclusive, accessible and barrier free employment practices and to creating a workplace that reflects and supports the diversity of the community we serve. Please let us know if you require accommodation and we will work with you to ensure a barrier free hiring process.
Please respect our scent free area by not wearing scented products when visiting the office.
