Section: Customer Service and 311
Division: Strategic Initiatives and Communications
Department: Office of the Chief Administrative Officer
Initial Reporting Location: Tom Davies Square
Job Status: Permanent Position
Union Affiliation: CUPE 4705 Inside Unit
Hours of Work: 70 hours bi-weekly
Shift Work Required: No
Range of Pay: Group 12 - $35.12 to $44.31 per hour (subject to review*)
The start date will follow the selection process.
Main Function
Under the general supervision of the Manager of Customer Service and 311, this position is responsible for designing and delivering consistent, accessible, and high-quality training programs in support of 311 Customer Service Representatives, while also administering and continually improving customer service systems to ensure consistent and accurate service delivery.
Objectives
1. Develop, implement, and maintain comprehensive training programs and supporting materials that enable 311 Customer Service Representatives and City’s staff to effectively use customer service systems, apply municipal policies and procedures consistently, and deliver accessible, resident-centred service.
2. Ensure the effective administration, maintenance, and continuous improvement of CRM and related customer service systems by supporting users, maintaining data quality, developing operational reporting, and facilitating the successful implementation of new services, technologies, and process improvements.
Duties
1. Design, develop, and deliver onboarding and ongoing training programs for 311 Customer Service Representatives, including training on customer service platforms and tools.
2. Continuously evaluate and evolve training strategies to reflect operational changes, emerging needs, and best practices.
3. Provide specialized training to City of Greater Sudbury (City) staff on systems such as CRM and regularly review and update training curriculum, materials and delivery methods.
4. Incorporate feedback from staff, the Manager of Customer Service and 311, and service outcomes to enhance training effectiveness.
5. Develop and maintain training materials (manuals, job aids, eLearning content), and Customer Relationship Management (CRM) system documentation, to ensure accuracy, consistency, and accessibility of information.
6. Utilize and support CRM and work management systems to track service requests and customer interactions and perform routine system maintenance activities to ensure data integrity, accuracy, and effective system.
7. Support implementation of new services, technologies, and process changes through training and staff readiness.
8. Collaborate with the 311 Quality Assurance and Analytics Officer and the 311 Process Improvement Officer to identify skill gaps, inform targeted training and development plans, and enhance the effective integration and use of systems across 311 operations.
9. Act as subject matter expert on municipal services, policies and procedures.
10. Provide subject matter expertise to support internal communication channels (e.g., Microsoft Teams) by responding to or clarifying complex, policy-related, or system inquiries escalated by Lead 311 Call Centre Representatives to ensure accuracy and consistency of information.
11. Provide functional support and act as the first point of contact for system-related inquiries, troubleshooting issues and coordinating resolution with Information Technology (IT) and vendors.
12. Develop and manage reporting solutions to support operational, performance, and strategic needs.
13. Ensure data integrity and consistency across systems while reinforcing standardized processes through training.
14. Apply adult learning principles and system expertise to support staff performance, confidence, and service quality.
15. Promote a resident-centric service culture focused on accessibility, empathy, and responsiveness.
16. Assist staff during period of vacation, overload or absence.
17. Develop and maintain a thorough working knowledge of the City’s Health and Safety policies and the applicable provincial legislation listed therein.
18. Perform other related duties as required.
Note: The above duties are representative of a typical position and are not to be construed as all inclusive.
Qualifications
Education and Training:
- College diploma in a related discipline (e.g., Business Administration, Computer Applications, Communications) from a recognized community college with Canadian accreditation.
Experience:
- Over two and one-half (2 ½) years up to and including five (5) years of related experience in training, development, and customer service.
- Leadership experience considered an asset.
- Experience in the use of Customer Relationship Management (CRM) systems is an asset.
Other Requirements:
- Knowledge of computer software and administrative systems in a Windows environment (e.g. file maintenance, word processing, spreadsheet applications, presentation software, information input and retrieval of databases).
- Knowledge of best practices within areas of responsibility (e.g., training development and call centre)
- Mentor and motivate staff in a positive manner.
- Strong conflict resolution and problem-solving skills.
- Plan, organize, delegate, and prioritize tasks with attention to detailed work.
- Work effectively and communicate with professional and managerial staff.
- Function within a team environment and ability to complete required duties independently.
- Excellent use of English; verbally and in writing.
- French verbal and written skills highly desirable.
- Ability to perform the essential duties of the position.
- Demonstrated reliability, professionalism, and accountability in meeting job responsibilities.
- Must be physically capable of operating a vehicle safely, possess a valid Class G driver’s license, and have an acceptable driving record.
Competencies: (click to view)
Competency Library - Level 1 Proficiency
Notice to Job Applicants: Definition of "Assets" on Job Postings — A number of Job Postings will contain items described as "assets" under the Qualifications heading. By way of definition, assets are qualifications which are not required but are deemed to enhance performance and therefore considered in the recruitment process.
- Subject to review: The group level and salary range are preliminary and will be confirmed following completion of the formal job evaluation review, in accordance with the City’s salary administration procedures.
