Service Experience Coordinator Job Listing at City of Edmonton in Edmonton, AB (Job ID 52718)

Description

Shape Exceptional Experiences as a Service Experience Coordinator

Are you passionate about making a tangible difference in people's lives? Do you thrive on solving complex problems and building strong relationships? At 311 & Customer Access, we are the vital link connecting Edmontonians and City of Edmonton employees to essential services, programs, and information. We are committed to delivering on our promise of enabling a better life for all Edmontonians, and that starts with providing outstanding service.

As a Service Experience Coordinator, you'll be at the forefront of this mission, leveraging your expertise to troubleshoot and resolve escalated and critical service requests across 70 lines of service. You'll work collaboratively with leadership and various business areas, conducting in-depth research, identifying root causes, and implementing solutions that directly enhance customer satisfaction and operational efficiency. If you're a natural problem-solver with a knack for fostering positive relationships and a desire to elevate service quality, we invite you to help us shape exceptional experiences for our community.

What will you do?

• Resolve escalated concerns, City Council Offices, other business areas, or 311 & Customer Access leadership
• Gather all necessary information about the issue, including the nature of the problem, its impact, and urgency
• Investigate the root cause by diving into service inquiry history and reviewing internal procedures
• Identify process improvements where processes or systems may have fallen short
• Collaborate with key business partners, and communicate with relevant teams to coordinate efforts and ensure a timely resolution
• Taking ownership, driving progress and seeing complex inquiries through to resolution
• Developing a comprehensive resolution plan in collaboration with other teams
• implement solutions, ensuring they address the root cause and prevent future issues
• Keeping business partners informed, providing regular updates to customers and internal teams on the progress
• Managing expectations effectively, communicating clearly to minimize any frustration
• Dealing with highly complicated and emotionally charged situations, which involves handling upset citizens, navigating difficult conversations, and de-escalating conflict
• Managing complaints and grievances with empathy and professionalism while ensuring fair resolutions
• Cross-departmental collaboration, coordinating with multiple teams such as Training, Scripting, Quality, and various Business Partners to resolve complex issues
• Build and maintain strong relationships with both internal and external business partners
• Drive service improvement by identifying systemic issues and developing data-driven solutions
• Other related responsibilities