Town of Coaldale - Customer Services Representative

Job Description

POSITION SUMMARY

The Town of Coaldale is seeking a proactive, detail-oriented, and versatile individual to join our Corporate Services team as a Customer Services Representative. The successful candidate will serve as the first point of contact for Town residents, visitors, and phone inquiries, providing exceptional service both in person and over the phone. This role requires the ability to complete a variety of administrative tasks while managing frequent interruptions and providing general office support to ensure the smooth daily operation of the office.

JOB DUTIES AND ACCOUNTABILITIES

Serve as the primary point of contact for residents and visitors in a professional, courteous, and welcoming manner.

Respond to general inquiries and direct individuals to appropriate departments or staff as needed.

Assist residents by providing appropriate forms, applications, and general information.

Answer, screen, and direct incoming phone calls promptly and efficiently.

Maintain and support telephone programming, voicemail systems, and out-of-office greetings.

Monitor the general office email inbox; respond to inquiries or redirect messages to appropriate staff or departments.

Receive payments and accurately process transactions using the Town’s accounting software.

Record payments made online and through the Town’s third-party provider.

Responsible for the daily balancing of till and deposits.

Monitor the solid waste email inbox and respond to inquiries and complaints.

Submit service requests for repairs or missed waste pickups.

Maintain accurate records, including serial numbers for waste bins.

Provide administrative support, including copying, scanning, filing, data entry, mailing, and correspondence.

Process shipping labels and coordinate outgoing shipments as required.

Issue annual animal license invoices and maintain animal licensing files.

Issue annual business license invoices and print and mail licenses upon payment.

Assist with issuing tax certificates.

Ensure the front office and reception area are clean, organized, and welcoming, and that the stock room is adequately supplied.

Manage maintenance requests and supplies for the copier, postage machine, and folding machine.

Support Corporate Services and other departments with a variety of administrative tasks and special projects, including development-related mail-outs.

REQUIREMENTS

Previous experience in a customer service role preferred.

Strong verbal and written communication skills.

Ability to manage frequent interruptions while remaining organized, professional, and focused.

Ability to adjust priorities quickly in response to changing operational needs.

Excellent organizational skills, time management, and attention to detail.

Ability to work independently as well as part of a team, with a positive attitude and flexible approach to work.

Strong computer skills, with the ability to quickly learn and adapt to new software systems

WORKING CONDITIONS

Manual dexterity required to use a desktop computer and peripherals.

Overtime as required.

Lifting or moving up to 10 lbs may be required.

HEALTH AND SAFETY

All employees of the Town of Coaldale are governed by and must comply with the Town of Coaldale Safety Program.

Ensure all operations are performed safely and in accordance with Town of Coaldale policies and Alberta’s Occupational Health and Safety Act.

WHY WORK AT THE TOWN OF COALDALE

Competitive pay with annual increases.

Three (3) weeks of vacation per year.

Twelve (12) sick days per year.

Twelve (12) paid statutory holidays.

75% employer-paid benefits (after a six-month probationary period).

Enrollment in the Local Authorities Pension Plan (after a six-month probationary period).

Strong focus on workplace safety.

Supportive and collaborative workplace.