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Customer Service Representative (Up to 2) - J0123-0460 - Full Time / À Temps Plein

Organization Overview:

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The City of Kingston

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Industry Sector: Other / Autre

Organization Description:

Opening Statement

We acknowledge that the City of Kingston is situated on traditional Anishi

Job Listing #17403

Customer Service Representative (Up to 2) - J0123-0460 • Full Time / À Temps Plein

Date Posted: 24 Jan 2023

Application Deadline: 31 Jan 2023

Location: Kingston and Surrounding Area

Category: Sales/Customer Service / Vente

Hours Per Week: 35 hours/week

Pay Rate: Hourly Wage / Rémunération Horaire $25.27 - $34.19/Hour

Language Requirements: English / Anglais

Job Description:

Opening Statement

We acknowledge that the City of Kingston is situated on traditional Anishinabek (Ah- nish-in-ah-bay), Haudenosaunee (Ho-den-o-show-nee) and Huron-Wendat (huron-wen·dat) territory and is the home of many Indigenous peoples. We are grateful to reside and work on this land.

Kingston is a smart, livable city in the heart of eastern Ontario. Its stable and diversified economy includes global corporations, innovative start-ups and all levels of government. Kingstonians enjoy a high quality of life with access to world-class education and research institutions, advanced healthcare facilities, affordable living and vibrant entertainment and tourism activities.

We take our core values of Trust, Respect, Integrity and Pride seriously and apply these standards to everything we do. We foster a working environment that reflects our community’s diversity and respects people’s dignity, ideas and beliefs. The City of Kingston views diversity as its strength and encourages people from all backgrounds, including but not limited to women, racialized groups, Indigenous peoples, Persons with Disabilities and persons who identify as members *2SLGBTQ+ communities, to apply.

Number of Positions: 2

Salary: $25.27 - $34.19/Hour

Hours of Work: 35 hrs/wk

Position Summary

The Customer Service Representative is the main point of contact for Utilities Kingston customers, providing service excellence and exceeding customer expectations.

This position will be required to respond efficiently and professionally to all customer enquires related to Billing, service transactions, and energy efficiency.

KEY DUTIES & RESPONSIBILITIES:

Answer incoming telephone calls and respond to emails for electric, water, sewer, gas and hot water tanks; respond to customer concerns and inquires in a professional, courteous and constructive manner

Assist customers with web portal and online inquiries

Assist customers with their understanding of account charges and resolve billing inquiries

Set up, reconcile, or finalize customer accounts

Schedule customer reconnections, and service appointments

Provide customer support during power outages

Responsible for demonstrating and maintaining a working knowledge and understanding of Utilities Kingston practices and policies

Promotion of various customer services and Conservation initiatives for Utilities Kingston

Other duties as assigned

Qualifications, Competencies

Grade 12 diploma or equivalent education

Three (3) years of experience working in a customer driven, service delivery position

Demonstrated work experience in conflict resolution, creative problem solving, resourcefulness, negotiating for success and influencing others

Must have strong working knowledge of Microsoft Word, Outlook and experience using customer relationship management (CRM) application

Must have knowledge and understanding of working with utility billing system

Knowledge of the Utilities Kingston CIS is an asset

Must demonstrate the corporate competencies: Customer Focus, Results Oriented, Integrity and Teamwork.

Skills, Abilities, Work Demands

Excellent verbal and written communication delivered in a patient & courteous manner

Able to prioritize and multi-task in a fast paced, high-volume environment while adhering to critical deadlines

A proven team player, possessing strong problem-solving and communication skills

Demonstrated excellent quality management, organizational skills, together with the ability to maintain professional and effective working relationships with both internal and external customers, and outside agencies

Must obtain and maintain a satisfactory criminal record check (CPIC).

Closing Statement

Please inform us of any accommodations we need to make to ensure a barrier-free recruitment experience. Accommodations are available in accordance with the Ontario Human Rights Code (OHRC)and Accessibility for Ontarians with Disabilities Act (AODA) at any stage in the recruitment process. We’re happy to provide more information if you email us at HRCity@cityofkingston.ca.

Please apply to Career Opportunities at: www.cityofkingston.ca/Careers

Your resumé must demonstrate how you meet position requirements. Please upload to your profile any educational Degrees, Diplomas and/or Certificates that are relevant and required for the position. We thank all who apply, however, only those selected for further consideration will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.

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