Customer Experience Representative

Job Description

Specific to this role:

• Respond to customer needs in accordance with established policies and procedures (including tracking of inquiries and follow up), providing service in person, over telephone, and online for customers accessing City services including, but not limited to:

oHandle general and specialized customer inquiries;

oPayment processing;

oCreate service requests for action;

oAdminister licenses, permits, and certificates;

oCommissioner of Oaths and affidavit services;

oSupport customer in the completion of various municipal documents

• Provide administrative services including, but not limited to:

oPerform daily cash balancing and financial reconciliation;

oData entry;

oLetter writing

As a member of the team:

• Administer defined procedures and recommend solutions to challenges or process improvements
• Respond to customer service concerns, investigating, problem solving and responding within defined processes and advancing to the attention of the team lead and/or manager, as appropriate
• Maintain documentation, databases and corporate records in accordance with policy and divisional practice; consider legislative municipal requirements such as the
• Provide data to allow reporting and decision making
• Procure services and goods as authorized by the manager
• Perform other related duties as assigned

Qualifications

• Post-secondary diploma in Office Administration, Municipal Administration or a related field
• Minimum three (3) years of related progressive experience, preferably in a municipal environment (or similar) with multi-service provision knowledge
• Working knowledge and understanding of a multitude of municipal services and related legislation
• Effective oral communication and strong interpersonal skills; excellent written communication skills; attention to detail and accuracy
• Demonstrated customer service skills at a level to develop and maintain cooperative/collaborative working relationships both within and outside the organization
• Demonstrated time-management skills with the ability to prioritize workloads and meet deadlines with minimal supervision
• Demonstrated ability to exercise discretion and tact and maintain a high degree of confidentiality at all times, complying with all applicable privacy legislation and local policies and procedures
• Demonstrated proficiency in Microsoft Office, the internet and any other related software
• Possess and maintain a valid Ontario Class G Drivers Licence or the ability to frequently attend work related activities at various sites