311 agent....close march 1

311 Agent - 0645
Clerk III Job Posting: Feb 26, 2008 - Mar 1, 2008 Union: CSU 52

Number of Openings (approximation): 30 - Permanent - Full-time

Department: 311

Work Location(s)
10205-101 Street
T5J 2Y8

Description
Revised (Job Requirement) ***Please Do not apply if you have already applied to this position.***

311 is a new City service where citizens only have one number to contact for information and City services. The primary function of front-line 311 agents is to deliver quality information and services to City of Edmonton citizens in a timely, concise, and courteous manner. Agents must possess exceptional customer service skills.
Responsibilities include:
· Deliver efficient and timely customer service and information to the citizens of Edmonton through continuous queue system: phone, e-mail, mail and fax.
· Initiate first level problem solving and first call resolution by clarifying and assessing client needs. Provide solutions and options that meet/exceed client needs.
· Utilize available technology and software applications to maximize service accuracy and efficiency.
· Enter data into appropriate network systems and databases.
· Complete paperwork and related client transactions in a timely and accurate manner within 3-1-1 policies and procedures.
· As well, there are many opportunities to gain additional experience and expertise through rotational assignments in the following areas:
· Knowledge Management: assist with entering scripting into the system.
· Scheduling: learning how to use scheduling tools and assist team leads in producing work schedules.
· Service Level: provide on-floor support to fellow agents; assist in compiling reports for service level results.
· Help Desk: answering escalated calls that require additional research.


Qualifications
· Completion of the twelfth (12th) school grade, including business subjects with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school/college. Call Centre training preferred.
· Minimum 3 years experience in a call centre environment.
· Selling experience is an asset.
· Proficiency in Microsoft Office - Outlook, Word & Excel and other knowledge database tools.
· Highly developed customer service and telephone communication skills.
· Ability to work in a fast paced, high-volume environment responding to calls/e-mails/faxes received in a continuous queue system.
· Demonstrated ability as an active team player and ability to perform individually or with co-workers.
· Demonstrated professionalism, displaying a courteous friendly and positive attitude.
· Excellent communication skills (verbal and written).
· Verbal and written communication in a second language is an asset.

Note: A security clearance is a condition of employment. The successful candidate will be required to obtain a Security Clearance letter from the Edmonton Police Department.
Applicants may be tested.

HOURS OF WORK: 33.75 hours per week. 311 is a 24/7, 365 day operation therefore shiftwork is required. Shifts are determined by call arrival trends with the bulk of all activity occurring between 8am and 8pm Monday through Friday. Overnight shifts (ie. 10pm to 6am) will require 2-4 staff on site. Similarly, weekend staffing will be much lighter than the Monday to Friday requirements.

SALARY RANGE: 21M, Salary Grade: 012, $19.97 - $25.04 (Hourly), $1,347.91 - $1,690.13 (Bi-Weekly), $35,180.39 - $44,112.46 (Annually). The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.

GENERAL: Civic Service Union 52 members are requested to send a copy of their application for this competition to the union office.
The City of Edmonton thanks all applicants for their interest in this employment opportunity; however, only those candidates considered for the position will be contacted.


Total Hours per Week: 33.75