Customer Service Representative

Town of Tillsonburg is looking for an enthusiastic Customer Service Representative to join our busy Customer Service Team. Under the direction of the Customer Service Coordinator, the Customer Service Representative shall be responsible for maintaining the efficient/accurate and timely flow of public information to customers and staff. This effectively handles all concerns and complaints from the Town residents and businesses related to all departments of the Town (i.e. Hydro, By-Law Enforcement, Building, Roads, Water/Wastewater and Corporate Services) where the Customer Service Representative must have the communications ability and tact to handle all inquiries calmly and professionally in either solving the concerns or directing the customer to the appropriate department or staff.
The Customer Service team is also responsible in accepting and logging all tax payments and bill and invoice payments brought into the Town. This role must be able to carry out all duties and responsibilities in a safe manner using due diligence and complying with the Ontario Health and Safety Act and Regulations
This is a permanent full-time position with an excellent benefits package including immediate group benefits coverage, OMERS defined pension plan and free Employee Health Club Membership at the Tillsonburg Community Center.
Weekly hours: 40
The hourly rate: $28.19 - $32.97
Location: Customer Service Center

Interested candidates are encouraged to apply prior to the end of the business day on Friday February 23, 2024.

Responsibilities

• Processes all move in and move out requests for utility customers
• Processes utility payments in Great Plains, validating customer account information
• Processes in Northstar: NSF cheques, adjustment batches, postdated cheques, telebanking and payments, preauthorized payment (PAP) sign-up
• Creates service work orders in Northstar for operations department(s) and billing
• Issues water meters and documents water meter information
• Completes and distributes forms/service orders for hydro/water locates, water and sewer inspections
• Maintain knowledge of hydro/water rates, changes in industry that have customer impact
• Provides account information to customers: explains high/low bill concerns, explains highly complex rate structures
• Maintains/updates customer files in Northstar
• Reprints bills for customers, budget planning and provides monthly averages for all customers
• Informs customers on water main flushing schedules and advises on the impact to residents
• Processes tax payments in Great Plains, validating information to ensure proper application on account
• Accepts and distributes postdated cheques, per Tax Department procedures
• Provides account information to customers using Diamond software (Great Plains)
• Issues burial permits when requested
• Maintains knowledge of municipal bylaws and/or provincial legislation with respect to issuance of licences and permits
• Creates residential packages and supplies information to customers
• Opens, distributes incoming mail, redirects mail and sorts and posts outgoing mail or CSC and Corporate Offices.
• Ensures information in MESH is updated, procedures are accurate.
• Accepts and processes miscellaneous Town payments
• Liaises with By-law Enforcement Officer re: animal control reports, parking information. Process payments for parking tickets
• Accepts and processes applications for business, lottery, marriage and animal licenses
• Accepts building permit payments
• Accepts Minor Variance, Severance and Site plan payments
• Collects, processes, and balances monies received for a variety of payments for all departments such as a variety of permits, dog tags, fleet invoices, tax collection, parking tickets, etc.
• Banking and cheque repository duties
• As the primary contact for the Town, the CSR interfaces daily with a variety and high volume of customers on behalf of all departments including hydro. Events in and around the town.
• Processes a large volume of incoming payments for all depts. including hydro
• Fields incoming calls/complaints regarding garbage and recycling. Then records and sends the appropriate information to the County
• Main office contact for the County of Oxford in regards to Waste Management issues
• Sell and maintain inventory and educate residents on behalf of Oxford County in the form of bag tags, blue boxes, rain barrels, and composters.
• Acts as a customer solutions provider (provides accurate, timely solutions to customer questions, concerns or complaints, followed by communication and/or documentation).
• Responds to a variety of inquiries, giving out information, resolving issues and turning negative situations into positive ones
• Field calls for Public Works regarding cleanup for road spills, emergency road closures, deceased animal pick ups
• Liaises with a wide variety of stakeholders such as residents, customers, staff, builders, business owners, financial institutions, County, funeral homes, Alcohol and provincial agencies.
• Adheres to all policies and procedures for the Town.
• Coordinates and processes work to be completed in a timely manner
• Commissioner of Oaths and Affidavits, Administer Oaths and take and receive Affidavits.
• Deputy Division Registrar, responsible for accuracy and completion of marriage licenses. Keeps up-to-date with any additional information sent from the Receiver General's Office and implement changes into our procedures
• Division Registrar, backup for the clerks department for issuing burial permits and acknowledgement of registration of death for the funeral homes
• Create and maintain procedures for health and safety, and general office duties
• Adheres to all Town policies and procedures

• Two (2) year Community College Diploma.
• At least two (2) years of related experience in a Customer Service capacity preferably in municipal environment.
• Good working knowledge of current municipal government legislation, issues and strategies.
• Excellent Customer Service skills.
• Excellent communication skills for contact with the public, a variety of professionals, employees, and government agencies.
• Ability to enter data accurately and while dealing with multiple tasks.
• Ability to learn, implement and maintain new software applications.
• Ability to prioritize and deal with deadlines and use time management skills.
• Experience in working with several software packages and ability to learn current software.
• Good working understanding of Town policies, bylaws and access to information guidelines.
• Basic computer skills and knowledge of basic software.
• Ability to problem solve and multitask.
• Ability to meet multiple deadlines and deal with a variety of issues at one time and make decisions and find alternative solutions to problems.
• Work collaboratively, share experiences and knowledge, help other team members to perform more efficiently and meet deadlines.

About the recruitment process

All new Town of Tillsonburg employees are required to complete a police record check at their own expense.
The Town will accommodate any individual needs you have throughout the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. Please contact us if you require any accommodations.

The Town of Tillsonburg is an equal opportunity employer and all information collected will be used in accordance with the Municipal Freedom of Information and Protection of Privacy Act for the purpose of job selection.

We thank all those who apply for positions, but only applicants invited for an interview will be contacted.

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