Temporary Business Advisor (Up To 12 Months)

As a member of the Customer Service Team, the Business Advisor will support the effective and efficient operation of the Integrated Customer Service Centre (ICSC) by serving as the liaison between the ICSC and service areas across the organization. With a focus on customer service excellence, continuous improvement, performance measurement and service level agreements, the position will work closely with the City's Customer Relationship Management software to ensure information provided to citizens is accurate and consistent with service delivery.

Key Responsibilities:

Builds effective relationships with service areas to develop a collaborative vision regarding service levels and customer expectations by:

•Maintaining frequent communications and leading regularly scheduled meetings with
service area subject matter experts and contacts;

•Maintaining and reviewing Service Level Agreements and quality control measures,
including escalation procedures, response times and key performance indicators with
various service areas and departments;

•Reviewing reports with service areas to enable data-based decision making and
performance management;

•Working together with service areas to identify operational efficiencies and process
improvement opportunities that meet the needs of service areas, citizens and front-line
staff;

•Analyzing content changes to identify operational impact and liaise with those affected by
the changes;

•Assisting in developing processes to ensuring ongoing knowledge information exchange
between service areas and ICSC; and

•Developing work plans for ICSC based on upcoming changes in various service areas,
including special projects and initiatives.

Manages and ensures the ongoing maintenance of corporate information and processes for the inclusion and use within the CRM software system by:

•Working together with the Customer Experience Specialist position to ensure knowledge
base information is populated into appropriate software that accurately reflects the
processes and procedures of the various service areas;

•Updating processes and procedures and ensure they are reflected in the processes
established in software systems;

•Recommending improvements to service area processes to automate and provide
improved customer experience;

•Analysing, reporting and reviewing standardized reports for trends and opportunities for
improvement of the ICSC;

•Seeking and receiving feedback from the ICSC Team relative to the functionality of the
knowledge base and CRM system;

•Assists with developing the appropriate style guidelines for knowledge base
documentation including content, layout, tags, page references, maps, FAQs, PDFs,
contact information and wording; and

•Responds to unplanned and or urgent events by creating scripts, workflows and/or
technical processes which require updates to the knowledge base and CRM system.

Provide valuable input regarding strategic direction of customer service for the entire organization by:

•Supporting strategic planning sessions to evaluate opportunities to improve systems and
processes in terms of efficiency, effectiveness, service level and cost savings;

•Researching, extracting, evaluating, and analyzing data from the CRM and knowledge
base to support performance management process improvements, training initiatives,
performance measures and quality assurance for the ICSC and various departments
across the organization; and

•Assisting in developing policy and standards for the CRM application and related
operational processes supporting ICSC operations.

Provide management of the Customer Service – Local 18 staff. Support and develop employees through effective leadership by:

•Setting and communicating clear performance expectations;

•Preparing and ongoing management of the 24/7 schedule and shift rotations;

•Providing a safe, quality, motivating work environment;

•Managing employee training and development;

•Resolving operational issues, sensitively, confidentially, effectively and in accordance with
organization industrial relations practices;

•Developing and coordinating the specification, selection and distribution processes for
technical equipment purchases and maintenance; and

•Championing and participating in the City's health and safety program and ensuring
compliance with the New Brunswick Occupational Health and Safety Act and Regulations,
as well as City of Saint John health and Safety policies and procedures.

Acting as a valuable member of the ICSC team by:

•Championing customer service excellence for the entire organization;

•Performing additional tasks that may be assigned regarding the efficient operations of the
Customer Service Team; and

•Serving as a back Up to the Customer Service Manager as needed.

Essential Competencies:

•Demonstrated management capabilities with the ability to motivate, lead, coach, mentor
and support staff in a front-facing service environment;

•Process driven mindset with the ability to manage projects and initiatives involving a
range of stakeholders across the organization;

•Demonstrated ability to analyze problems from the perspective of citizens and internal
service areas, to identify solutions, evaluate and implement creative solutions;

•Ability to work with large volumes of information and data to produce value-added
reporting and key performance indicators for service areas across the organization;

•Strong aptitude for computer software including Microsoft Office suite of products,
Naviline, databases, GIS mapping systems, Customer Relationship Management (CRM)
software and other software applications;

•Excellent customer orientation and communication skills, collaborating with members of
all service areas at various levels within the organization to ensure service requirements
are met; and

•Proven ability to work in a fast paced and demanding public facing environment with
competing priorities.

•A Bachelor's degree in a related discipline is required.

•The ideal candidate will have at least five (5) years of experience in a client-centered
customer service environment.

•Demonstrated written and verbal proficiency in both official languages would be
considered an asset.

The successful applicant will be eligible to work a compressed work week of 4 days (Monday to Thursday) throughout the trial period of the City's recently adopted Compressed Work Week Trial. This schedule is subject to change.

Equal Opportunity Employer:

We are an Equal Opportunity Employer. We are committed to building a workforce that reflects the diversity of the communities in which we live and which we serve. We encourage and support applications from Indigenous persons, persons with disabilities, and members of visible minority groups. Candidates who belong to such groups, who are qualified, will be given preference at the time of selection.

Applications will be accepted through our online system only. Qualified applicants should submit their cover letters and resumes to:

City of Saint John
Attn: Hiring Committee
www.saintjohn.ca (careers/employment opportunities)