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 : Limited Regular part time position - Bilingual - English/French Estimated Probable Duration :Up to Seven (7) Months (may be extended)

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 - $28.04 to $32.82 per hour

The start date will follow the selection process.

This position is eligible to work remotely on a full-time basis. (Note: Must have the ability to be able to report to a City of Greater Sudbury work location on short notice).

Characteristic Duties :Under the general supervision of the Manager of Customer Service and 311.

- Enter information regarding service requests into Customer Relationship Management Software; forward request to appropriate staff. Record customer service requests/complaints in accordance with established protocols.
- Assess the urgency of requests/inquiries, escalate 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 CGS programs, services and hours of operation. Search various computer software data bases/programs for required information (e.g. 311 Knowledgebase, CRM system, Internet, CGS Website, CGS 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 escalate the call.
- Re-direct callers to outside agencies.
- Keep abreast of CGS activities discussed in media (e.g. Public Service Announcements).
- Collect 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 CGS's Safety Manual and the applicable Provincial Legislation listed therein.
- Perform other related duties as required.

Qualifications :

- Successful completion of Secondary School (Grade XII) Education.
- 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.
- Excellent conflict resolution skills to de-escalate conversations.
- Knowledge of municipal services and departments.
- Knowledge of call centre operations.
- 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 mínimal direction.
- Excellent use of English; verbally and in writing.
- French verbal skills and a valuable working knowledge of written French is required.
- Satisfactory health, attendance and employment history.

Competencies :Competency Library - Level 1 Proficiency

How To Apply : We must receive your resume before 11:59 p.m. on Monday, March 2, 2026 . For those providing a French language resume, please also include an English version.

- Ensure you attached a cover letter and resume. Acceptable file types are:

.doc

- .docx
- .txt
- .pdf
- .rtf

All applicants are thanked for their interest in this position. Only those selected for an interview will be contacted. 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 new to Canada? The City of Greater Sudbury is dedicated to maintaining a fair, inclusive, and equitable work environment 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)

**Contact U

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