311 Customer Service Advisor

Make a Difference in Your Community

As a 311 Customer Service Advisor, you'll be the voice of the City of Mississauga, helping residents navigate services and resolve inquiries with confidence and care. This opportunity is ideal for professionals with 2+ years of customer service experience who excel in fast-paced environments, are committed to exceptional service, and can successfully complete a comprehensive 9-12 month training program. Successful candidates must also be available to work flexible shifts, including evenings, weekends, and statutory holidays, to support the needs of our growing community.

Job Summary

First point of contact for Mississauga Residents and customers seeking information or services from the City of Mississauga, including some general information regarding regional services information, (i.e. garbage).   Use multiple technology tools to answer and resolve customer inquiries for general information, municipal policies and by-laws, request for municipal service or complaints.  Initiate and process departmental service requests while adhering to departmental information gathering requirements.  Inform, explain and advise customers on recommended steps, instructions and/or actions, including departmental policies and service levels and/or referring customers to other agencies, (e.g. Regional, Provincial or Federal).  Contact is made via phone, e-mail, facsimile.  While the primary role is to provide non-emergency customer information and services, this position will be required to provide support and assistance to potential municipal emergency situations.  Provide input to knowledge base content, needs, or enhancements to calls and e-mail handling requirements. Participate in Quality Monitoring Standards and training for technology upgrades, knowledge changes, or enhancements to service the customer more effectively and efficiently.

Duties and Responsibilities

·       Primary function and majority of job is handling inbound calls from Customers (residents, businesses, etc.).

·       Handling difficult callers, de-escalation of situation all with an exceptional Customer Service presence.

·       Inform, educate, explain and advise Customers recommended steps, instructions, actions, including departmental policies and service levels and/or refers Customer to other agencies (e.g. Regional, Provincial or Federal).

·       Interpret, disseminate, and translate information and complex processes.

·       Research and analyze information using multiple tools such as Knowledge Base (KB), TXM, TIA, MAX, SAP, eCity and/or other required technology tools in appropriate order.

·       Initiate and process departmental Service Requests (SRs) using Customer Relationship Management (CRM) application (INFOR) while adhering to departmental information gathering requirements.

·       Provide input to KB content, needs, or enhancements to calls and e-mail handling requirements.

·       Participate in training, refreshers and huddles for department policy and procedure updates, technology upgrades, changes, or enhancements to serve the Customer more effectively and efficiently.

·       Perform other duties as assigned.

Skills and Qualifications

• Successful completion of Grade 12 education.
• A minimum of two years of exceptional customer service experience, such as retail, floor sales, cashier, bank teller, restaurant server, flight attendant, hotel staff, etc.
• Experienced in handling difficult customers, strong negotiation and de-escalation skills along with providing exceptional Customer Service consistently.
• Ability to work in a fast-paced demanding environment that requires exceptional Customer Service.
• Excellent communication skills, both verbal and written.
• Excellent research and reading comprehension skills.
• Strong analytical, problem solving and decision-making skills to provide accurate information and solutions professionally and efficiently.
• Ability to demonstrate active listening skills and relate to a diverse customer base.
• Ability to adapt to change and be able to multitask using several computer programs simultaneously.
• Ability to learn quickly.
• Must be able to work flexible hours and variable shifts during current and future 311 operating hours, including evenings, weekends, statutory holidays, and any expanded service hours implemented to meet operational requirements.
• This is currently a hybrid role. Successful applicants must have access to a quiet, private, distraction-free workstation with an Ethernet connection (not Wi-Fi),
• Work is performed indoors and requires sitting for most of the shift.