Customer Service Representative (3) (Casual) (Nu 25.23)

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 call centre, reception, administration and customer-focused activities at various locations throughout the County (including but not limited to Simcoe and Delhi) as required.
Position Description:

• 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.
• Provide information and services in response to customer inquiries via phone, email, or in person.
• 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.
• Provide property tax services including processing tax payments, issuing receipts, providing forms, answering inquiries relating to billing, collection and penalty and interest procedures.
• 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.
• Provide license issuance for lottery licenses, municipal licenses, marriage licenses, burial permits and dog tags.
• Communicate appropriate information and/or instructions to departments and field personnel using client relationship management software and/or Work Orders/SharePoint, email and telephone.
• Act as a general ambassador for Norfolk County, providing assistance to customers accessing a wide range of municipal services.
• To open and close front-counter facilities, maintain security and report maintenance deficiencies as required.
• Act as Deputy Division Registrar for the issuance of Marriage Licenses and Death Certificates.
• To provide records management assistance and related administrative duties including but not limited to routine correspondence, incoming and outgoing mail and courier, asset management tracking, promotional materials for front counter use and new resident packages.
• Redirect inquiries of a more complicated nature to the appropriate area for technical expertise to ensure customer satisfaction.
• To perform other duties as assigned.

Requirements
Knowledge and Experience:

• Experience with municipal government and a broad understanding of the services offered by all levels of government would be considered an asset
• A minimum of 2 years of customer service related experience with knowledge of point of sale and switchboard operations would be considered an asset.
• Post-secondary diploma (minimum 2 years)

Skills and Abilities:

• Valid Ontario driver’s license and access to a reliable vehicle.
• Developed understanding of business accounting concepts. Ability to work with figures and balance cash transactions.
• Excellent oral communication skills.
• Excellent interpersonal and conflict resolution skills, demonstrated tact and professionalism in dealing with the public and staff.
• Ability to maintain confidentiality of sensitive information.
• Demonstrated ability to work independently with minimum supervision and as part of a team with a high degree of accuracy and flexibility.
• 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.
• Proven customer service, public relations and interpersonal skills.
• 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.
• Good organizational skills with ability to work under pressure, listen effectively and deal with emotionally charged situations.
• Broad-based knowledge of municipal operations and services.

Benefits
Posting #: NU 25.23
Position: Customer Service Representative (3 positions)
Status: Casual
Employee Group: Non-Union
Salary: $25.43 per hour
Division: Corporate Services
Department: Accessibility and Special Projects
Reports To: Manager, Accessibility and Special Projects
Location: Multiple locations including Robinson Administration Building, Simcoe, ON, Delhi Administration Building, Delhi, ON and pop up locations
Posting Period: April 20, 2023 – May 4, 2023
How to Apply:

• If you are electing to include a cover letter, the cover letter and resume must be uploaded as 1 file.
• Ensure the file extension for your resume document is .doc, .docx or .pdf

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.
Thank you for your interest in this position. Only those to be interviewed will be contacted