City of Thunder Bay→
Customer Service Systems Coordinator -… at City of… · Thunder…
Skills
Job Description
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The City of Thunder Bay provides exceptional quality of life to those who live, work, and play in Thunder Bay – a culturally vibrant, economically diverse community with a metro population of over 120,000. Located on the north shore of Lake Superior, under the protective watch of the Sleeping Giant, Thunder Bay is rich in people and resources, and connects Northwestern Ontario to the world. We value our high quality of life and promote a clean, green, beautiful, and healthy community that provides economic opportunity, respects diversity, and provides affordable and safe neighbourhoods that are accessible to all.
The City of Thunder Bay is a place where art, culture and nature come together!
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Job Description:
POSITION SUMMARY: Under the general supervision of the Manager – Service Thunder Bay, the Customer Service Systems Coordinator supports the administration and maintenance of the Customer Relationship Management (CRM) system and corporate knowledge base. The position assists with maintaining CRM case types, workflows, service levels, and scripts to reflect current business processes and support consistent service delivery across in-person, telephone, and digital service channels.
The role provides system support to staff, assists with troubleshooting CRM issues, and works with departments and Corporate Information Technology staff to update system content and workflows. The position contributes to data quality monitoring, documentation, reporting, and the ongoing improvement of customer service processes.
MAJOR RESPONSIBILITIES:
- Supports administration of the CRM by maintaining system configuration, assisting with updates, and ensuring alignment with established business requirements.
- Develops and maintains a thorough working understanding of departmental systems used by Service Thunder Bay, such as work order management systems, licensing and permitting systems, tax and water billing systems, and point-of-sale systems, for the purpose of integration, workflow alignment, and staff support.
- Serves as the first point of contact for CRM system issues, troubleshooting problems and liaising with internal departments, the Corporate Information Technology (CIT) Division, and external vendors to support CRM updates, integrations, system enhancements, and the resolution of technical concerns.
- Provides technical and functional assistance to system users regarding CRM functionality, documentation practices, and system features.
- Assists in the preparation and delivery of CRM and knowledge base training materials.
- Coordinates CRM user role security with CIT.
- Creates and maintains CRM case types, workflows, routing rules, and service-level parameters as directed by Service Thunder Bay leadership.
- In coordination with the Service Thunder Bay leadership, updates and maintains knowledge base articles, FAQs, scripts, process maps, and reference materials used by Customer Service Representatives (CSRs).
- Collaborates with departments to collect and update service information to ensure CRM case types and knowledge base content remain accurate and current.
- Assists with system upgrades, updates, and testing activities related to CRM functionality and integrations.
- Generates standard reports and dashboards from the CRM system to support operational monitoring and service tracking.
- Performs periodic reviews of CRM data and case documentation practices and reports issues or inconsistencies to the Manager or Supervisor.
- Participates in internal meetings, committees, or working groups related to customer service operations and system use.
- Participates on committees and cross functional teams as appropriate.
- Provides limited back-up support to Customer Service Representatives during exceptional circumstances (e.g., system outages, peak demand events, training coverage), without assuming regular front-line service responsibilities.
- Performs other related duties as assigned.
QUALIFICATIONS:
Education/Experience:
- Degree in business majoring in management information systems or related field (such as geographical information systems, computer science and/or other computer/software related programs); and three years’ experience coordinating and providing support and functional guidance related to management information systems and technology used for business operations & back office process, along with experience using software/technology to automate and simplify daily operations and processes; or
- Diploma in business majoring in management information systems or related field (such as geographical information systems, computer science and/or other computer/software related programs); and five years’ experience coordinating and providing support and functional guidance related to management information systems and technology used for business operations & back office process, along with experience using software/technology to automate and simplify daily operations and processes;
- Equivalent combination of education and experience
- Experience in business analysis and end user support
- Experience assisting with business process documentation or system support.
Skills/Abilities:
- Strong analytical abilities; able to interpret data, identify trends, and support performance-measurement initiatives.
- Ability to gather, synthesize, and document technical and procedural information from multiple sources
- Excellent written and verbal communication skills with the ability to translate complex information into simple, user-friendly articles and scripts.
- Strong organizational and time-management skills; ability to manage multiple priorities and meet deadlines.
- Demonstrated ability to coach, train, and support staff in using technology effectively.
- Ability to establish and maintain effective relationships with Administration, superiors, co-workers, employees, and the general public.
- Ability to function and contribute as an effective team member and to work independently
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Must be at an intermediate skill level in keyboarding and advanced skill level in word processing and spreadsheet software.
- Ability to learn new software platforms quickly and support others in doing so.
Assets:
- Experience developing or maintaining CRM workflows, knowledge base content, training materials, or process mapping.
- Experience working in a municipal or public-sector environment, including exposure to multi-department service delivery and legislated service standards.
CONDITIONS OF EMPLOYMENT:
- Must undergo a successful Criminal Record and Judicial Matters Check (CRJMC).
- Must take an Oath of Secrecy.
- May be required to work shifts or be on call or available during emergency response situations.
General Information:
As an equal opportunity employer, the City of Thunder Bay encourages applications from Indigenous peoples, persons with disabilities, members of visible minority groups, women and members of the 2SLGBTQ+ community.
ONTARIO HUMAN RIGHTS CODE: It is a contravention of the Human Rights Code of Ontario to discriminate on the basis of: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, marital status, family status, disability, age, record of offences, gender identity or gender expression. Therefore, a resume submitted to the City must not include references to any of the above characteristics. Do not include:
- Photos
- Any certificates that have photo identification
- Driver’s licences
- Police records checks
Note: The above documentation will be requested by the Human Resources Division should you be the successful applicant. If a Criminal Record Check is required, it will be requested by Human Resources should you be the successful applicant. Please do not submit your Criminal Record Check with your application.
ACCOMMODATION: Reasonable accommodations are available upon request for all parts of the recruitment process.
PRIVACY: Personal information on this form is collected under the authority of the Municipal Act, c. 302, as amended, and will be used to determine eligibility for employment. Questions about this collection of personal information should be directed to the Human Resources Division, 125 Syndicate Ave Suite 42, Thunder Bay, Ontario, P7E 6H8, Telephone: 625-3866