Job Description

- Section: Customer Service and 311
- Division: Strategic Initiatives and Communications
- Department: Office of the Chief Administrative Officer
- Initial Reporting Location: Tom Davies Square
- Job Status: Regular Part Time Position (Bilingual - English/French)
- Number of Vacancies: 1
- Union Affiliation: CUPE 4705 Inside Unit
- Hours of Work: Up to 48 hours bi-weekly
- Shift Work Required: Hours of work varies between 7:30 a.m. to 6:00 p.m.
- Range of Pay: Group 7 - $28.88 to $33.80 per hour
- The start date will follow the selection process.

Main Function

Under the general supervision of the Manager of 311 and Customer Service, this position is responsible to answer, transfer, refer and process calls to appropriate City of Greater Sudbury (City) departments or personnel; respond to citizen inquiries regarding municipal services, programs and hours of operation, in support of quality customer service.

Objectives

- Provide timely, professional, and accurate responses to incoming calls and inquiries, resolving a high percentage of issues at first point of contact while maintaining excellent customer satisfaction.
- Accurately record, prioritize, and route service requests to the CRM system, ensuring timely follow-up and proper escalation of urgent issues.

Duties

- Answer and process incoming telephone calls in a professional and courteous manner maintaining customer satisfaction; determine nature of call; provide information; determine service needed; ask probing questions and use multiple computer applications; transfer to applicable department or staff if required.
- Enter information regarding service requests into Customer Relationship Management Software (CRM), forward request to appropriate staff. Record customer service requests/complaints in accordance with established protocols.
- Assess the urgency of requests/inquiries, elevate issues to other departments and dispatch calls on two-way radio when required.
- Liaise with external agencies for urgent issues outside of municipal control (e.g. traffic light outage, provincial highway issues, wires down).
- Monitor the two-way radio, respond to inquiries and follow-up on issues currently in progress with operating departments.
- Provide information regarding City programs, services and hours of operation.



Search various computer software data bases/programs for required information (e.g. 311 knowledgebase, CRM system, internet, City website, City intranet).
- Liaise with staff in other divisions in order to gather information and to develop service options for customers.
- Respond to citizens’ inquiries or concerns and make every effort to resolve without having to transfer or elevate the call.
- Re-direct callers to outside agencies.
- Keep abreast of City activities discussed in media (e.g. public service announcements).
- Gather information for and prepare statistical reports.
- Record all main line telephone messages, as required (e.g. holiday messages, after-hour messages, etc.).
- Maintain the 311 knowledgebase, ensuring information is accurate and current.
- Receive and process leisure program registrations.
- Respond to inquiries received by the 311 Call Centre through electronic mail.
- Assist in the maintenance of accurate telephone listings both internal and external.
- Provide out-of-city telephone numbers as required.
- Operate a telecommunications device to assist hearing impaired calls seeking information or requesting City services.
- Acquaint new employees with job functions, as required.
- Relieve Citizen Service Centre Representative (Tom Davies Square) as required.
- Develop and maintain a thorough working knowledge of City's Health and Safety policies and the applicable provincial legislation listed therein.
- Perform other related duties as required.

Note: The above duties are representative of a typical position and are not to be construed as all inclusive.

Education and Training

- Successful completion of secondary school (grade XII) education.

Experience

- One (1) to two and one-half (2½) years of related experience in a dedicated customer relations role (e.g. call centre, guest services).
- Call centre experience is an asset.

Other Requirements

- Excellent conflict resolution skills to de-escalate conversations.




- Knowledge of municipal services and departments.
- Knowledge of call centre operations.
- Knowledge of computer software and administrative systems in a Windows and Internet based environment (e.g. file maintenance, word processing, computerized spreadsheet applications, customer relationship management software, information input and retrieval).
- Knowledge of complaint handling software an asset.
- Ability to demonstrate interpersonal skills in dealing with the people in a courteous and effective manner.
- Ability to demonstrate accurate keyboarding skills, interactive computer capability, quick navigation skills.
- Demonstrated ability to problem-solve with minimal direction.
- Excellent use of English; verbally and in writing.
- French verbal skills and a good working knowledge of written French is required.
- Ability to perform the essential duties of the position.
- Demonstrated reliability, professionalism, and accountability in meeting job responsibilities.

Competencies

Competency Library - Level 1 Proficiency

Notice to Job Applicants: Definition of "Assets" on Job Postings — A number of Job Postings will contain items described as "assets" under the Qualifications heading. By way of definition, assets are qualifications which are not required but are deemed to enhance performance and therefore considered in the recruitment process.

This job is also being posted as a development opportunity. Should there be no fully qualified candidate for this position, a candidate who can be expected to meet the required qualifications within a reasonable period of time may be considered for this position as a development opportunity.

Development opportunity range of pay: $28.02 to $32.94 per hour. The successful candidate will be paid at the reduced range until the minimum qualifications have been met.

If contacted, and you require a disability related accommodation in order to participate in the recruitment process you must advise the Hiring Manager.

Live outside Canada or recent to Canada?

The City of Greater Sudbury is dedicated to maintaining a fair, inclusive, and equitable work setting and our City welcomes qualified applicants from anywhere. To learn more about working in Canada, visit this webpage: Applicants Living Outside of Canada (greatersudbury.ca).

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📌 311 Call Centre Representative (Tom Davies Square) - Bilingual (English/French)
🏢 City of Greater Sudbury
📍 Greater Sudbury