Customer Contact Centre Agent

9263BR – Customer Contact Centre Agent

Halifax Regional Municipality (HRM) is inviting applications for one temporary full-time position (up to 18 months), one permanent part-time, one temporary part-time (up to 18 months), and one temporary non-guaranteed hours (up to 18 months) position as a Customer Contact Centre Agent in Finance & Asset Management.

Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality’s core values. We have an Employment Equity Policy and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ Persons. Applicants are encouraged to self-identify on their electronic application.

Under the direction of the Supervisor, Customer Contact Centres, the Contact Centre Agent will deal with a number of inbound and outbound telephone calls concerning a wide variety of HRM services. At all times the Agent will act in a professional, positive way, to apply knowledge of those services. In addition, the Agent assists in bringing client’s concerns, complaints and issues to conclusion by referral, dispatch or call back.

DUTIES AND RESPONSIBILITIES:

• Provides accurate information to both the public and internal clients in a clear, courteous and professional manner as it relates to a wide array of HRM services.
• Listens, questions and analyzes to determine underlying needs of customer concerns. Rectify wherever possible, the customer concerns. Apply a wide variety of service and program guidelines in resolving concerns which are based on knowledge of HRM services and knowledge of needs of the client. At times the Agent will need to operate in stressful situations.
• Determines information needs and records in a number of computer-based systems customer feedback information and technical data. This information can be in the form of complaints, compliments, suggestions, requests for service.
• Through use of Hansen and by adhering to established procedures, ensures that requests for service and other public inquiries are distributed in a timely manner and concerns are brought to the attention of the responsible employee.
• Utilizes the two-way radio system to relay information/service requests to outside workers.
• Undertakes administrative responsibilities such as faxing, typing and general office procedures as required within the contact centre.
• Conducts research on HRM programs and services to meet needs of agents for information.

QUALIFICATIONS:

Education and Experience:

• Two-year diploma from a recognized educational institution in Office/Business Administration (a suitable combination of training and experience may be considered).
• Three years of recent experience (within the last five years) in an inbound Customer Service Contact Center environment, or five years of recent experience in a Customer Service role dealing directly with members of the public. Demonstrated knowledge of municipal operations, business unit functions and procedures.
• Awareness of information-based technology and proficient in the use of software including Microsoft Office Suite as well as knowledge of enterprise-wide workflow and customer relationship management software.
• Minimum 50 WPM typing speed with accuracy.
• FOIPOP awareness.

Technical / Job Specific Knowledge and Abilities:

• Demonstrated awareness of the latest information technology and proficient in the use of software including but not limited to: Microsoft Office Suite, enterprise-wide systems used for workflow and customer relationship management is required.
• Keyboarding skills up to 50 wpm.
• Bilingualism is considered an asset.
• Good attendance and work record including punctuality and reliability will be taken into consideration.

Security Clearance Requirements: Applicants may be required to complete an employment security screening check.

Please note – Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer’s discretion.

COMPETENCIES: Communication, Customer Service, Teamwork and Cooperation, Analytical Thinking, Conflict Management, Values & Ethics, Valuing Diversity.
WORK STATUS: One temporary full-time position (up to 18 months) ,One (1) permanent part-time, one (1) temporary part-time (up to 18 months), and (1) temporary non-guaranteed hours (up to 18 months).
HOURS OF WORK: Shift times are between Monday to Friday, 8:00am – 8:00pm, Saturdays & Sundays 9:00am-5:30pm. Candidates must be flexible. Please note, Agents are required to report to work during inclement weather and emergency situations.
SALARY: Level 5 – $29.40 per hour as per NSGEU Local 222 Collective Agreement (Employees will be compensated 90% of this rate for the probationary period).
WORK LOCATION: 21 Mount Hope Ave (Eric Spicer Building, Dartmouth)
CLOSING DATE: Applications will be received up to 11:59PM Tuesday, October 15, 2024

This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.

Please note: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted.
During the recruitment process, applicants have the right to request accommodation. Applicants invited to participate in an assessment process (such as an interview or testing) and who require accommodation, should discuss their needs with the Recruiter when invited to the assessment process.

Halifax Regional Municipality (HRM)