311 Contact Centre Agent

Dartmouth - Nova Scotia (NS),

Halifax Regional Municipality

Estimated salary $26.37 an hour

Job Description:

Halifax Regional Municipality (HRM) is inviting applications for two (2) full-time permanent positions and two (2) full-time temporary positions up to 18 months, Agents for the 311 Contact Centre. We encourage applications from qualified African Nova Scotians, racially visible persons, women in non-traditional positions, persons with disabilities and Aboriginal persons. HRM encourages applicants to self-identify.

Under the direction of the Supervisor, Customer Contact Centres, the Contact Centre Agent will deal with a number of inbound and outbound telephone calls concerning a wide variety of HRM services. At all times the Agent will act in a professional, positive way, to apply knowledge of those services. In addition, the Agent assists in bringing client’s concerns, complaints and issues to conclusion by referral, dispatch or call back.

  • Provide accurate information to both the public and internal clients in a clear, courteous and professional manner as it relates to a wide array of HRM services.
  • Listens, questions and analyses to determine underlying needs of customer concerns. Rectify wherever possible, the customer concerns. Apply a wide variety of service and program guidelines in resolving concerns which are based on knowledge of HRM services and knowledge of needs of the client. At times the Agent will need to operate in stressful situations.
  • Determines information needs and records in a number of computer based systems customer feedback information and technical data. This information can be in the form of complaints, compliments, suggestions, requests for service.
  • Through use of Hansen and by adhering to established procedures, the Agent ensures that requests for service and other public inquiries are distributed in a timely manner and concerns are brought to the attention of the responsible employee.
  • Utilizes the two-way radio system to relay information/service requests to outside workers.
  • Undertake administrative responsibilities such as faxing, typing and general office procedures as required within the contact centre.
  • Conducts research on HRM programs and services to meet needs of agents for information.
Education and Experience:
  • Grade 12 and a two year diploma from a recognized educational institution in Office/Business Administration (a suitable combination of training and experience may be considered)
  • Three years recent experience (within the last 5 years) in a Customer Service role dealing directly with members of the public, OR one year recent experience (within the last 5 years) in an inbound Customer Service Contact Centre environment
  • Knowledge of HRM business unit functions and procedures
including transit routes, recycling programs etc.
  • Contact Centre experience will be considered an asset.
  • Technical / Job Specific Knowledge and Abilities:
    • Demonstrated awareness of the latest information technology and proficient in the use of software including but not limited to: Microsoft Office Suite, enterprise wide systems used for workflow and customer relationship management is required
    • Keyboarding skills up to 50 wpm.
    • Bilingualism is considered an asset.
    • Good attendance and work record including punctuality and reliability will be taken into consideration.
    Security Clearance Requirements: Applicants may be required to complete an employment security screening check.

    Please note - Testing will be conducted as a component of the selection process to assess technical and job knowledge. Candidates who are selected for testing may be tested in a group setting based on operational requirements scheduled at the employer's discretion.

    COMPETENCIES: Communication, Customer Service, Teamwork and Cooperation, Analytical Thinking, Conflict Management, Values & Ethics, Valuing Diversity.

    WORK STATUS: Two (2) full-time permanent positions; two (2) full-time temporary positions up to 18 months (4 positions total).

    HOURS OF WORK: Shift times are between Monday to Friday, 8:00am - 8:00pm, Saturdays & Sundays 9:00am-5:30pm and holidays. Candidates must be flexible. Please note, Agents are required to report to work during inclement weather and emergency situations.

    SALARY: Level 5 - $26.37 per hour as per NSUPE Local 13 Collective Agreement (Employees will be compensated 90% of this rate for the probationary period).

    WORK LOCATION: 21 Mount Hope Ave, Eric Spicer Building, Dartmouth, NS

    CLOSING DATE: Applications will be received up to midnight, Tuesday, March 3rd, 2020.

    This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.

    Please note: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted.

    During the recruitment process, applicants have the right to request accommodation. Applicants invited to participate in an assessment process (such as an interview or testing) and who require accommodation, should discuss their needs with the Recruiter when invited to the assessment process.

    Qualified HRM retirees may also be considered for competitions. In these circumstances, a form of employment may be offered, including term and/or contract employment.

    (Position #'s 72281738, 72289577, 72281740, 72281754)

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