Customer Experience Representative

Position Overview :

The Customer Experience Representative is the face and voice of the City of Saint John. Working together with the Integrated Customer Service team, the aim is to provide a single point of contact for the City of Saint John to foster positive relationships between the City, our employees, the citizens, and other organizations through the provision of effective and efficient administration and front line communications.

Key Results Areas

The Integrated Customer Service team will ensure all visitors and inquiries received through the Integrated Customer Service Center (in person, on the phone and online) are responded to positively, professionally and effectively by :

• Receiving, recording and processing various types of inquires and referring to the proper service area when necessary, utilizing standardized tools and technology.
• Utilizing a standardized scripting and prompting database to assist the public and provide information relating to various City functions and complex corporate processes.
• Utilizing a creative and proactive solutions approach to resolve customer inquiries or issues whenever possible, recognizing when escalation is required.
• Identifying when the knowledge database, processes and procedures require updates and providing suggestions or solutions to resolve.

The Integrated Customer Service team will serve as the single point of contact and front line communications for City Hall by providing the following services for the entire organization :

Support and enable various City Service Areas in operating at optimal levels by providing administrative support such as, but not limited to :

Essential Qualifications :

Essential Qualifications

Education

A community college diploma in Office Administration, a university Business Certificate 1, or an equivalent program.

Experience

One (1) year previous experience in a customer service focus role.

An excellent level of proficiency in Microsoft Office Systems is required.

Certification

Equal Opportunity Employer :

We are an Equal Opportunity Employer. We are committed to building a workforce that reflects the diversity of the communities in which we live and which we serve. We encourage and support applications from Indigenous persons, persons with disabilities, and members of visible minority groups. Candidates who belong to such groups, who are qualified, will be given preference at the time of selection.

Applications will be accepted through our online system only. Qualified applicants should submit their cover letters and resumes to :

City of Saint John

Attn : Hiring Committee

(careers)

Only those applicants being considered further will be contacted.