311 Customer Service Advisor
Req ID: 26182
Vacancy Type: Part-Time
Number of Positions: 6
Closing Date: 02/17/2025
Job Summary
Responsible to provide sound communications, protocol and media support to business areas across the organization. Assist in delivering strategic communications support to internal business service area(s) and responsible for the development and implementation of communication strategies. Implement and coordinate approved communications projects, and execute special events and information programs. Through the development and support of key communications plans and initiatives, the Advisor contributes to the protection of the City's brand and reputation.
Duties and Responsibilities
- Primary function and majority of job is handling inbound calls from Customers (residents, businesses, etc.).
- Handle difficult callers and/or de-escalate situations all with an exceptional Customer Service presence.
- Inform, educate, explain and advise Customers of recommended steps, instructions, actions, including departmental policies and service levels, and/or refer them to other relevant agencies (e.g. Regional, Provincial or Federal) as needed.
- Interpret, disseminate and translate information and complex processes.
- Research and analyze information using multiple tools such as Knowledge Base (KB), TXM, TIA, MAX, SAP, eCity and/or other required technology tools in appropriate order.
- Initiate and process departmental Service Requests (SRs) using Customer Relationship Management (CRM) application (INFOR) while adhering to departmental information gathering requirements.
- Provide input to KB content, needs or enhancements to calls and e-mail handling requirements.
- Participate in training, refreshers and huddles for department policy and procedure updates, technology upgrades, changes or enhancements in order to serve the Customer more effectively and efficiently.
- Perform other duties as assigned.
Skills and Qualifications
- Successful completion of Grade 12 education.
- A minimum of three years' exceptional Customer Service experience in a front-facing environment, examples include but are not limited to; retail store, floor sales associate, cashier, bank teller, restaurant server, flight attendant, hotel staff, amusement park, etc.
- Experienced in handling difficult customers, strong negotiation and de-escalation skills along with providing exceptional Customer Service consistently.
- Ability to work in a fast-paced demanding environment that requires exceptional Customer Service.
- Excellent communication skills, both verbal and written.
- Excellent researching and reading comprehension skills.
- Strong analytical, problem solving and decision making skills to provide accurate information and solutions professionally and efficiently.
- Ability to demonstrate active listening skills and relate to a diverse customer base.
- Ability to adapt to change and be able to multitask using several computer programs simultaneously.
- Ability to learn quickly.
- Strong work ethic, positive attitude and coachable.
- Must be able to work flexible hours and variable shifts as operating hours will be from 7:00 a.m. to 7:00 p.m, Monday to Friday.
- Currently position is a hybrid role, successful applicant must have a workstation available with an Ethernet connection (not WiFi), where it is quiet and private, free from distractions.
- Role requires a lot of computer use, keyboard, mouse and wearing a headset for majoirty of shift, 6 to 8 hours.
- Working condition is indoors, majority of job requires sitting.
Hourly Rate/Salary: Effective April 1, 2025: $ 33.36 - $ 44.48
Hours of Work: Up to 24 hours per week
Work Location: 950 Burnhamthorpe Rd W
Department/Division/Section: CPS/Corporate Services Dept , CPS/Corporate Business Services Division , Customer Service
Non-Union/Union: Non Union
We thank all who apply, however, only those candidates selected for an interview will be contacted. You can also check your application status in your candidate profile online.
All personal information is collected under the authority of the Municipal Act.
Equity, Diversity and Inclusion
The City of Mississauga is committed to creating a respectful and supportive workplace that fosters a culture of equity, diversity and inclusion which broadly reflects the communities and residents we serve. Throughout the employee life cycle, the City is working to include an EDI lens to attract, retain and support the growth of diverse talent.
Learn more about the City's commitment to Equity, Diversity and Inclusion.
Accommodations
The City of Mississauga is an Equal Opportunity Employer and is committed to removing barriers in our selection process for people with visible and invisible disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities.
If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.