Customer Support Coordinator

11945BR

Customer Support Coordinator

Job Posting

Halifax Regional Municipality is inviting applications for one permanent, full-time position of Customer Support Coordinator in Public Works.

Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality’s core values. We have an Employment Equity Policy and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.

The Customer Support Coordinator is responsible for delivering the customer support strategy for parking services including the administration of permits, support to off-street parking management, supports the ticket administrators in the review and resolution of ticket disputes and the efficient reporting and monitoring of performance for the division.

DUTIES AND RESPONSIBILITIES:

Customer Service and Communications:

• Responsible for the delivery of the Parking Services Customer Support Strategy including responding to inquiries and complaints via 311, email or telephone.
• Supports reporting and correspondence with parking stakeholders including the Parking Advisory Committee and residents
• Leads day to day communication with residents and other stakeholders by managing in-app communications and the Parking Services section of the municipal website Supports Corporate Communications into residents’ inquiries via social media platforms
• Supports the Parking Services Court Administrator, assisting with court document preparation, parking ticket docket coordination, and special constable administration, including occasional after-hours attendance at Provincial Court
• Other duties as required

Permit and Process Management and Support:

• Leads processes and activities to support communications of parking service performance and ad-hoc requests for information/statistics/FOIPOP requests/media etc.
• Leads the management and administration of HRM parking permit program.
• Supports the development of Parking Policy & Legislation, conducts relevant research
• Supports the maintenance of data including the pulling of relevant reports.

QUALIFICATIONS
Education & Experience

• Bachelor’s degree in arts, Communications, Business or a suitable combination of training and experience
• Minimum of 3 years experience in a customer service environment (within the last 5 years) dealing directly with customer service inquiries and complaints

Technical/Job Specific Knowledge and Abilities

• Excellent written and oral communication skills in English
• Knowledge and training in customer service
• Thorough knowledge of current computer technology relevant to office administration through Windows; Word processing and spreadsheets
• Ability to meet deadlines
• Ability to enter and maintain data accurately
• Ability to work independently and manage daily workflow while collaborating effectively within a team environment.

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