Perform a variety of tasks in a front-facing customer service role, providing a vital link between the corporation and the public, answering, and managing public inquiries using our various channels including in-person, over the phone, email, and electronic customer service portal. Liaise with Town departments to research and provide information on a variety of Town services, as well as process tax, utility, and other municipal services payments. Act as an ambassador for the Town and provide a positive Customer Experience for the public.

• Receive, research, resolve, and respond to inquiries concerning Town services verbally, in writing, in person, email, and via our customer service software in a professional manner.
• Process a variety of financial transactions using financial software for various Town services, permits, and payments.
• Utilize various computer applications to process, research and log inquiries from the public.
• Document and maintain records of interactions with the public; liaise with and provide accurate information to various departments; initiate appropriate actions as required and provide resolutions on citizen inquiries.
• Develop a strong awareness of the Town’s operations, procedures and policies to facilitate excellent customer service.
• Deal with sensitive situations or confidential information demonstrating tact and diplomacy, always using sound judgement.
• Provide general administrative support services as assigned. Assist with special projects as required.
• Perform other duties as assigned.
• Comply with provincial and Town occupational health and safety legislation, regulations, policies and procedures.
• Maintain confidentiality in accordance with the Municipal Freedom of Information and Protection of Privacy Act.
• Provides subject matter expertise on related software systems, aiding with troubleshooting, system integrity maintenance, and associated training.

• Secondary School Diploma.
• One to three years of exceptional customer service experience.
• Excellent communications skills (both written and verbal).
• Proven ability to efficiently analyze problems and formulate potential solutions to be actioned.
• Ability to work with the public using tact and diplomacy when dealing with highly sensitive information and potentially emotionally charged situations.
• Identify and report to the manager any trends with issues identified in customer interactions.
• Computer literate and proficiency in Microsoft Office applications.
• Ability to thrive both independently and in a team environment.
• Ability to work in a fast-paced environment with strong multi-tasking skills.

• Visual and mental effort is required when listening on the phone and taking notes or entering data into the computer simultaneously.
• Periods of sitting are required (from one to two hours at a time).
• Visual attention for health and safety compliance and personal safety while on the job.

• Standard office environment.
• Exposure to potentially emotionally charged situations and occasional foul language or verbal abuse from members of the public.