Customer Experience Agent
Position Summary
Reporting to the Supervisor, Customer Experience, the Customer Experience Agent (part-time) works in a fast-paced environment and is responsible for delivering frontline customer service and support for all City services across a variety of channels, including in-person, over the phone, and online.
KEY DUTIES & RESPONSIBILITIES:
Represent the City as the first point of contact, providing support for a wide range of municipal services and programs.
Respond to a range of inquiries and concerns from internal departments and the public in a professional and courteous manner.
Offer multi-channel service delivery at counters, over the phone and online (e-mail, service requests), including facility bookings, membership and program registration, payment transactions, fielding inquiries (by phone, email and in-person) and intake/processing of service requests.
Resolve, and/or triage calls/email/service requests to appropriate City departments, employees or other organizations.
Responsible for daily cash drawer, reconciling end of day deposits, weekly bank deposits.
Other duties, as assigned.
Qualifications, Competencies
Grade 12 diploma or equivalent education is required
One year frontline customer service experience providing service to the public by telephone, in person, in writing and electronically in a multi-service environment, such as in a call centre and/or a counter service operation, including processing cash and payment card transactions.
Ability to conduct business in French is an asset.
Must have Basic Microsoft Word and Outlook skills (tested).
Experience using customer relationship and/or recreation management business applications is considered an asset.
Must demonstrate the corporate competencies: Customer Focus, Results-Oriented, Integrity and Teamwork.
Skills, Abilities, Work Demands
Strong customer service skills with the ability to deal appropriately with contentious situations (tested) and problem solve through active listening, while exercising discretion, judgment, diplomacy and confidentiality when dealing with the public and employees.
Typing speed 45 words per minute preferred (tested).
Demonstrated strong organizational skills and the capacity to multi-task in a fast-paced environment, responding with flexibility to changing priorities.
Exceptional interpersonal and communication skills, both verbal and written (empathy, teamwork, positive attitude, professionalism and tact).
Must be detail-oriented and ensure accuracy of information when communicating with the public.
Knowledge of the City of Kingston's municipal services and programs.
Must be able to work daytime, evenings and weekends (flexible hours) in a variety of facilities across the City. This position may require occasional travel between sites and/or City facilities and must provide own transportation.
Must obtain and maintain a satisfactory criminal record check.