Citizen Service Representative

The Role

Acts as a first point of contact to the public regarding regional services/programs. Provides emergency after-hours on-call response/dispatch in a 24/7 operation. Receives information requests, service requests, and complaints from the public, businesses, contractors, and staff regarding regional programs/services (e.g., phone, TTY, e-mail, in person), and responds using scripted information, established protocols, and asking questions to determine nature of requests. When working out of administration buildings, also provides in-person lobby reception.
 

Duties/Responsibilities

• Receives and triages incoming requests (e.g., information requests, service requests, complaints) from the public, businesses, contractors, police, and staff, and responds using established protocols, scripted and unscripted information to provide best response or refer to more specialized resources regarding regional programs and services (e.g., by phone, TTY, e-mail, in person).
• Provides reception services at administration buildings (e.g., directs visitors; provides information to staff and building tenants; receives and logs information/documentation). 
• Enters inquiries and responses to knowledgebase system. Updates client information in databases. 
• Books appointments, accepts RSVPs (e.g., nurse appointments, public consultations, events), and accesses information in corporate applications. 
• Generates and updates customer service requests (e.g., action taken, resolution achieved, further action required), and submits to appropriate program area for action. 
• Provides corporate after-hours on-call emergency response/dispatch services to support 24/7 operations. Contacts staff per call-in procedures and collective agreements, and relays information to complete service calls/emergency response.
• Sources basic information to respond (where appropriate) or refer misdirected calls to other organizations. 
• Identifies/assesses need for emergency callouts and relays emergency calls per protocol. 
• Guides customers to the corporate website for additional information/resources.
• Submits and fulfills requests for mailing forms and products.
• Informs management regarding technical issues, gaps, errors, and missing information in knowledgebase and website and provides suggestions to improve and update processes/ information. Provides troubleshooting for new scripts.
• Follows established time, efficiency, and service benchmarks per policies and procedures. Follows schedule for breaks, lunches, coaching sessions, and other activities.
• Orders, maintains, tracks, and sells merchandise, brochures, maps; reconciles and prepares deposits. Locks up point-of-sale machine and notifies Finance for repairs. Maintains petty cash.
• Liaises with staff, as requested to stay current on programs, services, and events, and update/ verify information provided to the public. 
• Contacts facilities management staff regarding building issues. Contacts onsite security guards for assistance, as needed, including for emergency/crisis situations. Uses interpreter services, as required.
• Acts as a first point of contact for police, local cities and townships, and laboratories for emergencies related to road closures and medical outbreaks. 
• Performs related duties as assigned.
   

Knowledge, Skills, and Abilities

• Knowledge of contact centre technology (e.g., customer relationship management and knowledgebase software) and telephony, acquired through a grade 12 education and 2 years of related experience. 
• Knowledge of and ability to comply with policies, procedures, and protocols. Basic understanding of the Region’s organizational structure, programs, services, and relevant legislation.
• Customer service and communication skills to determine customer needs; understand/relay information; build rapport; de-escalate with callers and communicate with customers in crisis; respond to inquiries and verify basic information; deal with sensitive information using confidentiality, courtesy, and tact; respond to unscripted emergency situations calmly and professionally; and participate as an effective team member. 
• Ability to demonstrate a citizen-centered, client-driven service approach. Ability to engage in conversations/triage with residents to assess needs and ask questions to draw out and clarify further information to provide assistance.
• Ability to read, understand, and apply policies, procedures, and knowledgebase/web-based information, and enter information to systems. Ability complete forms and accurately enter information and details.
• Organizational skills to enter data, follow scripts, maintain records, source information, and deal with multiple priorities and fluctuating call volumes.
• Ability to identify/assess urgent/emergency situations and escalate as appropriate/per protocols.
• Ability to keep knowledge current (e.g., services, service issues, departmental structures/ responsibilities, staff locations/phone numbers, Council members, events).
• Computer skills with ability to use software such as Microsoft Office, telephone software, contact centre technologies, public-facing self-serve tools, GIS, and two-way radio for dispatch. Ability to simultaneously use and navigate multiple software programs while accurately entering data.
• Ability to work shifts including weekdays, weekends, evenings, and statutory holidays as part of a regular set schedule, as required. 
• Ability to support and demonstrate the Region’s values.