Customer Experience Representative - Jobs in Calgary, AB - 631424

City of Calgary
Job Summary
  • Job Type
    Full Time
  • Telecommuting
    N/A



Job Description

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.

As the Customer Experience Representative with the Water Utility, you will be the contact for questions and concerns relating to water billing. Responding to customer questions will include acting as an internal subject matter expert; providing input for customer-focused process and procedure improvements; and/or managing resolution of residential and business customer billing escalations. Primary duties include:
Investigates and provides recommendations or implements appropriate actions to resolve customer billing escalations received from The Citys contracted customer care and billing provider (ENMAX) or internal City teams;
Administers the Standard Operating Procedures for bill adjustments for leaks and undetermined cause for customers who are ineligible for bill adjustments, including investigating account history, analyzing consumption, engaging internal subject matter experts, if required, and drafting a summary for review by the Director, Water Resources;
Responds effectively to customer inquiries and communicates the Directors decisions regarding bill adjustments by phone, e-mail and/or letters to ensure customer have the information they need;
Shares feedback and provides input on the development and updates of new billing procedures to continually improve the customer experience; and
Explains standards, bylaws, processes and decisions for customers, ENMAX and internal City employees to promote shared understanding.

Qualifications
A High School diploma or equivalency (e.g. GED), with over 5 years of related customer service experience OR 2 years post-secondary education related to communication, conflict resolution, research or facilitation skills combined and minimum 4 years of experience.
Intermediate proficiency using Microsoft Office (Outlook, Word and Excel), and strong keyboarding skills.

Success in this position requires the following competencies:
Ability to work well under pressure;
Strong analytical and problem solving skills
Effective and collaborative conflict resolution skills;
Ability to synthesize complex information
Strong communication skills
An aptitude for working independently in a fast paced and ambiguous environment.
Pre-employment Requirements
Successful applicants must provide proof of qualifications.

Union: CUPE Local 38
Business Unit: Water Resources
Position Type: Permanent
Location: 625 25th Avenue S.E
Compensation: Pay Grade 7 $31.72 - 42.44 per hour

Days of Work: This position works a 5 day
work week with one day off in a 3 week cycle.
Hours of work: Standard 35 hour work week
Audience: Internal/External
Apply By: March 19, 2020
Job ID #: 303003

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