Job Information
City of Toronto COORDINATOR CUSTOMER CARE in Toronto, Ontario
COORDINATOR CUSTOMER CARE
update
13/09/2024
Shift times
Job ID: 49524
Job Category: Customer Service
Division & Section: Toronto Water, Technology & Customer Experience
Work Location: 275 Merton St, Toronto, ON, M4S1A7
Job Type & Duration: Full-time, 3 Temporary (36 months) vacancies
Hourly Rate and Wage Grade: $39.14 - $42.88, Wage grade 11
Shift Information: Monday to Friday, 40 hrs per week
Affiliation: L79 Full-time
Number of Positions Open: 3
Posting Period: 09-Sep-2024 to 23-Sep-2024
This Coordinator Customer Care postion is rotating shifts including evenings/weekends/nights/holidays.
All Staff must work rotating shifts.
Job Description
Reporting to the Supervisor Customer Care Services TW, the Coordinator Customer Care will investigate, analyze, coordinate and respond to service requests and complaints related to Toronto Water, and take appropriate action as required in accordance with divisional policies andprocedures.
Must be able to work rotating shifts as assigned including evenings, nights, weekends and statutory or religious holidays
This is an in-office position at 275 Merton St (no hybrid options available)
Major Responsibilities:
Receives, records and handles service requests, complaints/inquiries/communications from members of the public, 311 contact centre and emergency services (Police, Fire, EMS) and other government boards and agencies, such as MTO, TTC etc.
Administers and adheres to case-management protocols including data collection, scheduling, initiation and/or follow up of service requests and/or work orders, on-going communication with customers throughout the life cycle of the request, post Toronto Water contact surveys etc.
Liaises with internal divisions, emergency services and contracted service providers to resolve customer inquiries.
Makes decisions and critical recommendations utilizing delegated authority (i.e. emergency road closure).
Investigate, researches, and/or makes recommendations/resolutions to problems or situations that may arise.
Receives, records and dispatches complaints/inquiries from customers, 311 contact centre, operational staff, emergency services (Police, Fire, EMS) and other government contacts, boards and agencies such as Councillors, General Manager's Office, MTO, TTC, etc.
Provides effective verbal and written communication and utilizes customer service skills when responding to inquiries, complaints and requests for service.
Initiates various service requests, such as work orders and road occupation permits in divisional systems.
Uses division operating software to create, update and/or complete requests such as service requests, work orders, road occupation permits, subsidy program applications,etc.
Distributes information such as road closures and watermain shuts information to emergency services, media and outside agencies.
Assists field staff by arranging for emergency locates, coordinates information and forwards to field crews.
Uses knowledge in multiple functional areas to address inquiries, customer concerns, and service requests. Keeps informed on activities within Toronto Water.
Mentors, provides orientation and training related to work functions to staff.
Supports the Customer Service Programs by screening applications for completeness and accuracy, making follow up phone calls, reviewing letters of application, inspection reports and other submitted documents.
Provides information, advice and support to applicants, contractors, city staff and the general public on Toronto Water Subsidy Programs.
Provides input on analysis of current trends and the projection of future needs of utility customers as related to Toronto Water funding programs.
Manages escalated issues, and refers to management where required.
Provide expertise and continuous improvement suggestions for efficiencies and increasedproductivity.
Regularly provides feedback on the soundness and effectiveness of the policies andprocedures.
Adheres to all corporate policies, guidelines and statutory requirements, and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the Customer Care Centre.
Key Qualifications:
Post-secondary education in a discipline pertinent to the position, or the equivalent in education and/or experience.
Considerable experience in a fast paced, high volume customer service call centreenvironment.
Experience using Customer Relationship Management (CRM), Works Management (Hansen, Trimble and Water Billing Systems) and Microsoft Office Suite software applications.
Strong analytical, problem solving and written and oral communicationskills.
Excellent multi-tasking, organizational and time management skills, including accuracy, attention to details, meeting deadlines and dealing with conflicting priorities and work demands in a fast- paced, high pressure environment.
Considerable knowledge of water and wastewater operations, infrastructure andprocesses.
You must also have:
Demonstrated ability to effectively communicate verbally and in writing with all levels ofstaff.
Ability to interact and communicate courteously with internal and external customers.
Ability to exercise good judgement in public relations when dealing with members of the public, media, and all levels of staff, including elected officials.
Must be able to work overtime when required or for extreme weather, emergency and special events.
Must be able to work rotating shifts as assigned including evenings, nights, weekends and statutory or religious holidays.
This is an in-office position at 275 Merton St (no hybrid options available).
NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:
City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request . Learn more about the City’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .