City of Beaumont

Citizen Experience Representative

Do you enjoy providing an exceptional customer service experience? Beaumont is seeking two Citizen Experience Representatives in our New Service Experience Office to create the best possible citizen experience within the City of Beaumont.

The Citizen Experience Representative (CER) plays a key role as an ambassador of the City of Beaumont. Under the direction and leadership of the Citizen Experience Lead, this position is responsible for the support of overall service delivery and process execution in our Service Experience Office. In this role, you have a passion to deliver a seamless, meaningful service experience for citizens that is authentic and welcoming. CERs determine the needs of the caller, research answers to their inquiries and collect required data to complete departmental service requests. You will be highly engaging and organized with an operational background to assist our citizens across multiple different channels. (Live Chat, email, calls etc.) You will answer citizen questions, provide information about events and services, and assist with troubleshooting issues.

What this role will do:

• Providing consistent responses to both general and specific citizen questions about Beaumont’s services, events, and programs.
• Providing professional customer service to potentially unhappy citizens, diffusing frustrated citizen complaints and ensuring effective and successful resolution or utilizing the escalation process to an appropriate internal team representative
• Receiving inquiries via many different channels and processing incoming requests on various databases.
• Booking call-back appointments with departments when specific answers are required
• Effective problem-solving, active listening, and clear communication across various platforms (verbal, written, and digitally).
• Collecting and analyzing citizen feedback. Using this date to generate ideas for potentially improving our service delivery.
• Responding to City reviews written by citizens on social media platforms to reduce reputation damage.
• Development and creation of helpful content for citizen interaction such as FAQ’s, help manuals, and how-to-guides. Content that can help citizens find answers, resolve issues, and use the services in the most efficient way.
• Track key performance indicators and metrics set out by the service area.
• Process online payments, online registrations, special permits
• Extensive knowledge of the City’s programs, service levels, programs and organizational structure.
• Strong relationships built on respect and excellence.
• Prioritized customer service and a positive organizational reputation.

What YOU bring:

• Diploma in business, administration, operations, or a related administrative field, high degree of accuracy and skill in Microsoft 365 environment.
• Minimum three (3) years experience in a customer service-oriented industry.
• Minimum two (2) years experience in an operational sector.
• Call Centre experience and additional customer service training would be considered an asset.
• Demonstrated proficiency in a windows PC environment utilizing a multi-screen configuration. A minimum keyboarding speed of 50 wpm is required.
• Ability to effectively handle both favourable and unfavourable customer interactions.
• Excellent organizational and multi-tasking skills.
• Flexible, adaptable and enjoys challenge and change.
• Strong organisational skills and processes.
• A strong customer focus including the ability to develop solutions that provide ‘value for service’.
• Ability to work in a complex work environment, deal with ambiguity and across functions.

What WE Offer:

This full-time, permanent position has an annual salary range between $60,988.20 - $79,552.20 (starting salary based on experience and qualifications), a 35-hour work week, enrolment in LAPP, and a competitive benefits package. Submit your cover letter and resume as one document, indicating the competition number 23-41 by May 26, 2023.

We thank all applicants for their interest. Only those selected for an interview will be contacted.

XGqgYC1NE1