Customer Service Representative - #380404

Job Posting

Halifax Regional Municipality (HRM) is inviting applications for the temporary, full time (up to 6 months) position of Customer Service Representative in the Community Standards & Compliance division of Community Safety. We encourage applications from qualified African Nova Scotians, racially visible persons, women in non-traditional positions, persons with disabilities and Aboriginal persons. HRM encourages applicants to self-identify.

As a member of the Community Standards and Compliance team reporting to the Supervisor, Support Services, the Customer Service Representative is responsible for providing quality customer service to the internal and external clients of the Halifax Regional Municipality. In addition, this position will provide back up support to licensing staff with processing dog and taxi licenses. In delivering the service, the Customer Service Representative addresses queries received via telephone, email or by service request from the Hansen database system. The Customer Service Representative also provides support to the field staff by way of case creation, assignment and research.

DUTIES AND RESPONSIBILITIES

• Review and process service requests from citizens and council.
• Redirect service requests not in the purview of Community Standards and Compliance to other HRM departments or other levels of government as required.
• Enter calls for service into the database system and schedules actions of service request.
• Dispatch officers to site requiring immediate action as required.
• Follow up with caller when required due to incomplete information.
• Provide support to staff in the field (e.g., local tracking, history checks, creating cases for officers and update cases with relevant information).
• Complete quality assurance of calls for service, close completed service requests as required.
• Provide service request update information for Citizen Contact Centre, citizens & Councillors.
• Provide back up support to licensing support staff for dog and taxi licensing.
• Responsible for daily Quality Assurance reports.
• File Management (Electronic) – ensure all closed Case files are scanned and saved appropriately before hard copy filed.
• Conduct research for reports to council and management team; comparative research with other municipalities, counties, organizations and associations.

QUALIFICATIONS
Education and Experience

• Grade 12 or equivalent and one year Business or Administration certificate,
• An equivalent combination of education and/or experience may also be considered
• Minimum one year administrative experience
• Minimum two years customer service experience working in a demanding professional office environment
• Minimum one year experience in basic report writing skills an asset
• Call Centre experience considered an asset

Technical/Job Specific Knowledge and abilities:

• Working knowledge of MS Office suite, Internet;
• Experience in dealing with confrontational situations;
• Knowledge of Hansen would be considered an asset.

COMPETENCIES: Customer Service, Communication, Organization & Planning, Organizational Awareness, Values & Ethics, Teamwork & Cooperation and Valuing Diversity.

Security Clearance Requirements: Applicants may be required to complete an employment security screening check.

PLEASE NOTE: Testing may be conducted to assess technical/job specific knowledge. Candidates who are selected for testing, may be tested in a group setting scheduled at the employer's discretion.

WORK STATUS: Full time up to 6 months term position

HOURS OF WORK: Monday to Friday, 8:30 a.m. to 4:30 p.m., 35 hours per week. Based on operational requirements, the work schedule may be subject to change.

SALARY: Level 5 $29.40/ hour, NSGEU Local 222 Collective Agreement

WORK LOCATION: 7 Mellor Avenue, Dartmouth, NS

CLOSING DATE: Applications will be accepted up to 11:59om, on Monday, April 29, 2024

This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.

Please note: We thank all applicants for their interest n this position. Only those applicants selected for interview/testing will be contacted.

During the recruitment process, applicants have the right to request accommodation. Applicants invited to participate in an assessment process (such as an interview or testing) and who require accommodation, should discuss their needs with the Recruiter when invited to the assessment process.

Qualified HRM retirees may also be considered for competitions. In these circumstances, a form of employment may be offered, including term and/or contract employment.

(Position #72283718)