Customer Support Coordinator

Job Summary

This position performs supervisory functions related to the Customer Care Centre and monitors public inquiries on a daily basis.

Duties & Responsibilities

• Supervises the activities of the Customer Care Centre, including all aspects of addressing and tracking public inquiries within the Customer Relationship Management system.


• Supervises, schedules and trains assigned staff, and ensures duties are performed in accordance with City and Departmental policies and standards.  Assists with the recruitment process and performs disciplinary action, as required.


• Oversees the Service Saskatoon Care Centre knowledge base and maintains communication with internal stakeholders.


• Reviews and recommends improvements to customer service and tracking programs within the Division.


• Resolves issues, within the section, regarding customer concerns or questions related to operational policies and practices, and is responsible for a customer tracking system.


• Assists with the development of operating procedures, manuals and directives for the section and monitors and ensures accuracy in responses to public inquiries and implementation of policies.


• Performs the duties of the Customer Care Centre Manager as required.


• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements:

• Graduation from a two-year, post-secondary program in a related field.


• Four to six years’ experience in customer service, including two years’ in a supervisory role.


• Possession of a valid, Class 5 Saskatchewan Driver’s Licence.


• Current driver’s abstract from SGI demonstrating a safe driving record.

Knowledge, Abilities and Skills:

• Ability to supervise and develop staff.


• Ability to analyze data, identify underlying issues/problems, and recommend required changes.


• Ability to establish and maintain effective relationships with assigned staff and the public.


• Ability to communicate effectively orally and in writing.


• Skill in the use of a computer using the Microsoft Office suite.