311 Customer Service Rep I

About the Role

Are you looking for an opportunity to join the City? 311 is currently looking for candidates to gain experience in our workforce.

311 is the primary point of contact for the public to either request or receive information regarding services provided by the City of Winnipeg. Reporting to the 311 Team Leader, the Customer Service Representative (CSR) responds to customer inquiries or provides information through various communication platforms. As corporate ambassadors CSR’s perform the following duties; access data bank to investigate and resolve incoming requests for service/information, refer or directly transfer to municipal and non-municipal resources, thoroughly and accurately document all customer service requests or reports.

311 is open 24/7, and our Customer Service Representatives are scheduled to meet the needs of the public that we serve. Shifts can vary in length and usually include a combination of mornings, afternoons, evenings and weekends for all CSRs, and can range from 8-40 hours/week, depending on the needs of the contact centre at the time of scheduling. Paid training will take place 5 days/week, 30-32 hours/week, for approximately 7 weeks beginning January 29, 2024. This recruitment may also be used as an eligibility list for consideration in other 2024 training classes.

As the 311 Customer Service Representative you will:

• Deal directly with the public by responding to inquiries using various communication platforms including but not limited to phone, email, and social media.

• Utilizing the Customer Relationship Management (CRM) software to identify, respond, or transfer the service request to the appropriate Department

• Relay/inform applicable policy, procedures, processes readily available through the data base

• Enter the required information into the data base and generate service requests for the appropriate departments

Your education and qualifications include:

• Grade 10 education or equivalent

• Effective verbal communication skills including the ability to communicate with the general public

• Effective written communication skills with the ability to compose emails

• Proficiency using a computer including software such as Microsft Office (Word, Outlook, Excel)

• Ability to learn and adapt to new technology which may include software scritping

• Ability to type accurately at 20 W.P.M.

• Ability to comprehend, investigate and problem solve while working independently in a fast-paced environment

• Effective interpersonal skills with the ability to establish and maintain positive relationships with employees at all levels of the organization, external contacts and the public.

• Ability to maintain confidentiality in accordance with F.I.P.P.A

• Ability to maintain composure in difficult or stressful sitiations

• Ability to provide respectful and inclusive customer service

• Ability to effectively communicate in French is preferred

• Six (6) months experience working in a call-centre environment including bit not limited to answering phones, responding to emails and interacting with the general public is preferred

• Six (6) months experience in an environment providing customer service is preferred

Conditions of employment:

• The successful applicant(s) must maintain legal eligibility to work in Canada. If the successful applicant(s) possesses a work permit, it is their responsibility to ensure the permitr remains valid.

• A Police Information Check satisfactory to the employer will be required from the applicant(s) or successful candidate(s), at their expense. To obtain Police Information Check information please visit www.winnipeg.ca/police.

• Must be able to attend full-time training Monday-Friday for 5-7 weeks.

Apply on company site: https://legacy.winnipeg.ca/hr/default.stm.