Customer Service Specialist

Diversity, Equity and Inclusion Statement

The Region of Durham is committed to advancing equity, diversity and inclusion within our organization and the communities we serve. We welcome and encourage applications from people who are Indigenous, racialized persons, women, persons with disabilities, members of LGBTQ2S+ communities, and others who may contribute to the further diversification of our workforce, including those who experience systemic barriers. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, accommodation will be provided throughout the recruitment process upon request, based on any Code-protected ground.

Location

This 35 hour per week, temporary position, is eligible to work hybrid following an initial training period, subject to operational requirements. Employees participating in remote or hybrid work arrangements are required to maintain a reliable wired internet connection that meets the Region's minimum network standards to support secure and uninterrupted service delivery. The position is located at the Region of Durham Headquarters in Whitby, Ontario.

Customer Service Specialist

Service Durham is the customer experience management division of the Region of Durham's Corporate Services Department, dedicated to delivering exceptional, modernized service experiences through myDurham 311 - the Region's centralized, non-emergency point of contact. Leveraging digital platforms and innovative service models, Service Durham focuses on providing inclusive, accessible, and integrated services that meet the evolving needs of our customers (residents, businesses, and visitors). By driving service excellence and enhancing public access through multiple channels including online, by phone, and in person, Service Durham ensures quick, convenient, and consistent customer experience.

This customer-centric and collaborative approach streamlines service requests, delivers timely information, and fosters personalized experiences that reinforce the Region's commitment to service innovation and accessibility. Customers can connect with us by calling 311, emailing [email protected], or using our self-service portal at myDurham311.ca. To learn more visit Durham.ca/311

The incumbent will:

• Respond to escalated customer service concerns, inquiries and complaints and forwarding any issue that require further investigation to the appropriate role/Department, as guided by the knowledge base


• Demonstrate significant experience in delivering exceptional customer service, logging and processing customer inquiries and triaging inquiries to elevate for resolution


• Connect with Durham residents using omni-channel service including telephone, e-mail, chat, web, social media and in- person


• Provide excellent customer service by responding in a courteous and timely manner to a high volume of inquiries from staff and the general public about Durham Region and services offered while upholding the Service Durham contact centre standards


• Complete outbound call backs as a follow up to customer inquiries and to provide an answer to the inquiry


• Diffuse stressful situations, customer stress and difficult situations


• Work collaboratively with other Service Durham staff, Management and Regional Departments to triage and resolve inquiries


• Demonstrates contribution to a workplace that values fairness and inclusion


• Conduct point of sale transactions in accordance with Region of Durham accounting policies and procedures, to process customer payments


• Manage all matters relating to common meeting rooms and display areas at Regional Headquarters


• Support Regional customer service special events, public relations and customer information initiatives and programs to support customer engagement


• Maintain inventory and provide promotional/informational material to the general public


• Perform other duties for the Service Durham Division as assigned

The successful applicant will possess:

• Grade 12 diploma plus additional specialized courses relating to Administration, Business, Customer Service or equivalent combination of education and experience


• At least 1 year frontline customer contact/customer service experience


• Experience in an in-bound, customer service environment is an asset


• Proven ability to work well under pressure and deal with stressful situations and will thrive in a fast-paced multi-channel service delivery environment, including managing different channels at once


• Ability to exercise care and good judgement to follow processes, to assess inquiries, identify issues and respond quickly and appropriately


• Confidence in engaging in difficult conversations, setting expectations, and navigating difficult situations


• Ability to exhibit a high degree of confidentiality and discretion, recognizing confidential or sensitive information and escalating accordingly


• Experience with Customer Relationship Management applications, chat functionality and business applications such as phone systems and e-mail, and Microsoft Office Suite (O365, Word, Excel, Teams)


• Excellent interpersonal and customer service skills, with the ability to communicate effectively


• Knowledge of municipal government responsibilities


• Superior time management and organizational abilities

CUPE 1764 Salary Grade 3

This position is with Salary Grade 3 and will be paid at the following hourly rates:

• Start: $34.40


• Six Month: $36.31


• Job: $38.22

Conditions of Employment

All applicants are expected to comply with the Region of Durham's Code of Ethics and Code of Conduct Policies throughout the recruitment process. Proof of education, qualifications and any other job bona fide requirements will be required prior to start date.

The Region of Durham is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. If contacted for an employment opportunity and you require accommodation, or if this information is required in an accessible format, please contact us at: [email protected] and a Recruiter will provide appropriate assistance pursuant to the Region's Accommodation and Accessibility policies. Please note that resumes should not be sent to [email protected].

Follow us on social media @RegionofDurham

The Region of Durham may utilize artificial intelligence to assist in the preliminary assessment of applicant qualifications and submitted materials. These tools are used for the purpose of supporting and enhancing an evaluation by a human decision-maker and any information provided by AI to a human decision-maker is not determinative. Final decisions are made solely by authorized human decision-makers.

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