Position Overview:

Reporting to the Customer Service Manager, the Customer Experience Specialist will support the effective and efficient operations of the Integrated Customer Service Centre by delivering customer service training, supporting various financial processes and working closely with the City’s Customer Relationship Management (CRM) software. In addition, this position is responsible for a variety of administrative duties to provide the necessary support for customer service initiatives across the organization, ensuring services are being provided in an efficient manner and processes are meeting established targets. On an as needed basis, this role may also be required to complete duties of the Customer Experience Representatives within the Centre.

Key Results Areas

Act as the main point of contact for customer service training by:

•Updating and maintaining the Customer Experience Representative training program, ensuring tr...