Customer Service Representative

Scope of Position:

To provide high quality, friendly, convenient, accessible and efficient service by delivering a wide range of information and transactional services. The incumbent(s) will be required to perform a variety of switchboard, reception, administration and customer-focused activities at various locations operated by the County, as required.

Position Description:

• Act as a general ambassador for Norfolk County, providing assistance to customers accessing a wide range of municipal services.

• Provide information and services in response to customer inquiries via phone, email, or in person.

• Provide property tax services including processing tax payments, issuing receipts, providing forms, answering inquiries relating to billing, collection and penalty and interest procedures.

• Provide license issuance for lottery licenses, municipal licences, marriage licenses, burial permits and dog tags.

• To provide collection and issuance of permits, fees and fines including burn permits, building permit fees, planning application fees, rental fees, parking and by-law fines etc.

• Act as Deputy Division Registrar for the issuance of Marriage Licenses and Death Certificates.

• To operate a point of sale terminal to process complete payment transactions including receiving money, making change, issuing and balancing receipts, preparing documentation and making bank deposits.

• To maintain a strong knowledge of County services, service issues, department/division structures and responsibilities as well as a general knowledge of provincial and federal government services.

• To provide records management assistance and related administrative duties including but not limited to routine correspondence, incoming and outgoing mail and courier, coordinated advertising program and billboard signage requests, asset management tracking, promotional materials for front counter use and new resident packages.

• Communicate appropriate information and/or instructions to departments and field personnel using client relationship management software and/or Work Orders/SharePoint, email and telephone.

• Redirect inquiries of a more complicated nature to the appropriate area for technical expertise to ensure customer satisfaction.

• To open and close front-counter facilities, maintain security and report maintenance deficiencies as required.

• To perform other duties as assigned.

Requirements

Knowledge and Experience:

• Post-secondary degree/diploma in public administration, business, or related fields

• Plus a minimum of 2 years current related customer service experience

• Knowledge of point of sale and switchboard operations would be considered an asset.

• Experience with municipal government and a broad understanding of the services offered by all levels of government would be considered an asset

Skills and Abilities:

• Good broad-based knowledge of municipal operations and services.

• Proven customer service, public relations and interpersonal skills.

• Excellent oral communication skills.

• Demonstrated ability to work independently with minimum supervision and as part of team with a high degree of accuracy and flexibility.

• Good organizational skills with ability to work under pressure, listen effectively and deal with emotionally charged situations.

• Excellent interpersonal and conflict resolution skills, demonstrated tact and professionalism in dealing with the public and staff.

• Ability to maintain confidentiality of sensitive information.

• Developed understanding of business accounting concepts. Ability to work with figures and balance cash transactions.

• Valid Ontario driver’s license and access to a reliable vehicle.

• Computer expertise in Microsoft Office Suite, including Word, Excel and Outlook. Knowledge of department specific software including Diamond/Great Plains would be considered an asset.

• Must be aware of safe work practices as they relate to job responsibilities and work environment, and have the basic understanding of the Occupational Health and Safety Act.

Benefits

Posting #: NU 13.24

Position: Customer Service Representative (3 positions)

Job Code: 5SSCSC

Status: Casual

Employee Group: Non-Union

Salary: $26.95 per hour (2024)

Division: Corporate Services

Department: Accessibility and Special Projects

Reports To: Manager, Accessibility and Special Projects

Location: Multiple locations operated by Norfolk County, including but not limited to: Simcoe, Delhi, Transfer Stations (Simcoe and South Walsingham), Health and Social Services locations (Simcoe, Caledonia, Dunnville) Simcoe Recreation Center.

Hours of Work: Flexibility to work varying shifts, including weekends.

Posting Period: September 25, 2024 – October 9, 2024

Application information:

· Ensure the file extension for your resume document is .doc, .docx or .pdf

· If you are electing to include a cover letter, the cover letter and resume must be uploaded as 1 file.

· Find out more information about Norfolk County here: Employment at Norfolk County - NorfolkCounty.ca

The Corporation of Norfolk County is an equal opportunity employer. Accessibility accommodations are available for all parts of the recruitment process. Applicants need to make their needs known in advance.

Successful applicants are required to provide the Employer with a current Criminal Record Check, including a Vulnerable Sector where required and verification of education.