New Job Customer Service Manager In Saskatchewan
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| Customer Service Manager |
Customer Service Manager
Company : City of Saskatoon
Salary : $86,212–$101,176 a year
Location : Saskatchewan
Full Description
Division: Transportation and Construction
Department: Construction and Design
Term: 1 Permanent Full Time position(s) available.
Closing Date: 02/16/2023
Labour Group: SCMMA
Posting: 1891
Job Summary
This position ensures reliable and responsive service by coordinating responses to Construction & Design related matters, and manages all functions of Customer Service for the Division
Duties & Responsibilities
1. Manages the Division’s customer service related programs and activities by overseeing delivery of service, identifying opportunities for improvement and ensuring alignment with corporate goals, guiding principles and management commitments.
2. Manages assigned staff; hires, assigns work schedules, assesses staffing needs, identifies and pursues other resources if necessary and performs layoff and recall. Plans and approves staff development. Conducts performance management and, when required, disciplinary action.
3. Maintains and oversees the delivery of consistent customer service related messaging and adheres to Divisions level of service documents.
4. Acts as the main point of contact for the public, City Council and the corporation for customer service matters related to Construction and Design and responds to inquiries that are referred to the Division.
5. Prepares written and oral reports in response to enquiries of City Council, Committees of Council, senior administration and the public.
6. Manages the tracking of all Construction and Design customer service related inquiries through the use of automated systems
7. Initiates, develops and maintains the Construction and Design internal knowledge base and adheres to processes.
8. Negotiates, mediates and facilitates resolution to customer service issues related to Construction and Design.
9. Assists with annual capital and operating budgets for the Division
10. Assists in the development of divisional business plans.
11. Performs other related duties as assigned.
2. Manages assigned staff; hires, assigns work schedules, assesses staffing needs, identifies and pursues other resources if necessary and performs layoff and recall. Plans and approves staff development. Conducts performance management and, when required, disciplinary action.
3. Maintains and oversees the delivery of consistent customer service related messaging and adheres to Divisions level of service documents.
4. Acts as the main point of contact for the public, City Council and the corporation for customer service matters related to Construction and Design and responds to inquiries that are referred to the Division.
5. Prepares written and oral reports in response to enquiries of City Council, Committees of Council, senior administration and the public.
6. Manages the tracking of all Construction and Design customer service related inquiries through the use of automated systems
7. Initiates, develops and maintains the Construction and Design internal knowledge base and adheres to processes.
8. Negotiates, mediates and facilitates resolution to customer service issues related to Construction and Design.
9. Assists with annual capital and operating budgets for the Division
10. Assists in the development of divisional business plans.
11. Performs other related duties as assigned.
Qualifications
- Degree in Engineering, Business Administration or related field.
- Seven to nine years' progressively responsible customer service experience including three years' experience supervising and coordinating staff.
- Possession of a valid, Class 5 Saskatchewan Driver’s Licence.
- Current driver’s abstract from SGI demonstrating a safe driving record.
- Thorough knowledge of citizen service and service delivery principles, processes, trends and issues
- Demonstrated ability to supervise and develop staff.
- Demonstrated ability to analyze data, identify underlying issues/problems and recommend required changes.
- Demonstrated ability to establish and maintain effective relationships with assigned staff, representatives of other agencies and the public.
- Demonstrated ability to communicate effectively orally and in writing, including the ability to prepare and present reports.
- Skill in the use of a computer using the Microsoft Office suite.
Weekly Hours: 36.67
Salary Range: $86,211.84 to $101,175.60 CAD
per annum (2022 rates)
Diversity, Equity and Inclusion
The City of Saskatoon offers an inclusive workplace that embraces diverse backgrounds. As an equity partner with the Saskatchewan Human Rights Commission (SHRC), the City commits to diversity, equity and inclusion in our workplaces. By having our workforce reflect the community we serve, we support the realization of miyo-pimatisiwin, (me-o-pi-ma-ti-si-win) “the good life”, for all residents. To learn more about Diversity, Equity and Inclusion at the City, please visit Saskatoon.ca/diversity
Accommodation
The City of Saskatoon strives to provide an accessible and inclusive workplace for all, including throughout the application and selection process through reasonable access and accommodations. Should you require accommodation through any stage of the recruitment process, please email [email protected].