COORDINATOR CUSTOMER CARE

Division & Section: Toronto Water, Technology & Customer Experience

Work Location: 275 Merton St, Toronto, ON, M4S 1A7

Job Type & Duration: Full-time, Temporary (24 months) Vacancies

Hourly Rate and Wage Grade: $38.47 - $42.14, TF4565, Wage Grade 11

Shift Information: 40 hours per week, Rotating Shifts including evenings and weekends

Affiliation: L79 Full-time

Number of Positions Open:3

Posting Period: 24-Jan-2025 to 07-Feb- 2025

Job Description

Reporting to the Supervisor Customer Care Services TW, the Coordinator Customer Care will investigate, analyze, coordinate and respond to service requests and complaints related to Toronto Water, and take appropriate action as required in accordance with divisional policies and procedures.

• Must be able to work rotating shifts as assigned including evenings, nights, weekends and statutory or religious holidays.
• This is an in-office position at 275 Merton St (no hybrid options available).

Major Responsibilities:

• Receives, records and handles service requests, complaints/inquiries/communications from members of the public, 311 contact centre and emergency services (Police, Fire, EMS) and other government boards and agencies, such as MTO, TTC etc.
• Administers and adheres to case-management protocols including data collection, scheduling, initiation and/or follow up of service requests and/or work orders, on-going communication with customers throughout the life cycle of the request, post Toronto Water contact surveys etc.
• Liaises with internal divisions, emergency services and contracted service providers to resolve customer inquiries.
• Makes decisions and critical recommendations utilizing delegated authority (i.e. emergency road closure).
• Investigate, researches, and/or makes recommendations/resolutions to problems or situations that may arise.
• Receives, records and dispatches complaints/inquiries from customers, 311 contact centre, operational staff, emergency services (Police, Fire, EMS) and other government contacts, boards and agencies such as Councillors, General Manager's Office, MTO, TTC, etc.
• Provides effective verbal and written communication and utilizes customer service skills when responding to inquiries, complaints and requests for service.
• Initiates various service requests, such as work orders and road occupation permits in divisional systems.
• Uses division operating software to create, update and/or complete requests such as service requests, work orders, road occupation permits, subsidy program applications, etc.
• Distributes information such as road closures and watermain shuts information to emergency services, media and outside agencies.
• Assists field staff by arranging for emergency locates, coordinates information and forwards to field crews.
• Uses knowledge in multiple functional areas to address inquiries, customer concerns, and service requests. Keeps informed on activities within Toronto Water.
• Mentors, provides orientation and training related to work functions to staff.
• Supports the Customer Service Programs by screening applications for completeness and accuracy, making follow up phone calls, reviewing letters of application, inspection reports and other submitted documents.
• Provides information, advice and support to applicants, contractors, city staff and the general public on Toronto Water Subsidy Programs.
• Provides input on analysis of current trends and the projection of future needs of utility customers as related to Toronto Water funding programs.
• Manages escalated issues, and refers to management where required.
• Provide expertise and continuous improvement suggestions for efficiencies and increased productivity.
• Regularly provides feedback on the soundness and effectiveness of the policies and procedures.
• Adheres to all corporate policies, guidelines and statutory requirements, and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the Customer Care Centre.

Key Qualifications:

• Post-secondary education in a discipline pertinent to the position, or the equivalent in education and/or experience.
• Considerable experience in a fast paced, high volume customer service call centre environment.
• Experience using Customer Relationship Management (CRM), Works Management (Hansen, Trimble and Water Billing Systems) and Microsoft Office Suite software applications.
• Strong analytical, problem solving and written and oral communication skills.
• Excellent multi-tasking, organizational and time management skills, including accuracy, attention to details, meeting deadlines and dealing with conflicting priorities and work demands in a fast-paced, high pressure environment.
• Considerable knowledge of water and wastewater operations, infrastructure and processes.

You must also have:

• Demonstrated ability to effectively communicate verbally and in writing with all levels of staff.
• Ability to interact and communicate courteously with internal and external customers.
• Ability to exercise good judgement in public relations when dealing with members of the public, media, and all levels of staff, including elected officials.
• Must be able to work overtime when required or for extreme weather, emergency and special events.
• Must be able to work rotating shifts as assigned including evenings, nights, weekends and statutory or religious holidays.
• This is an in-office position at 275 Merton St (no hybrid options available).

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.