Job ID #32078: Customer Service Representative-Vacant Unit Tax (2 vacancies)

City of Hamilton • Hamilton, ON

15d • CA$33 - CA$36 • Onsite

About The Position

This posting is for an existing vacancy with the City of Hamilton, a large and diverse city known for its strong economy, active community, and natural beauty. The Customer Service Representative will report to the Supervisor, Vacant Unit Tax and will be responsible for providing information and handling inquiries related to the Vacant Unit Tax. This role also involves performing duties related to the receipt and updating of occupancy declaration forms and liaising with customer service staff to offer support and expertise on program-related issues.

Requirements

• Previous call centre or front-line customer service experience with a demonstrated ability to provide excellent service to the public in a customer focused environment.
• Excellent people skills with an emphasis on customer service in a diverse community that includes multiracial, multi-ethnic, multi-lingual and multi-religious members.
• Experience in a computerized environment.
• Proficient working knowledge of Microsoft Office, Microsoft Outlook, PeopleSoft, Word, Excel and database software.
• Ability to conduct internet and intranet searches for information.
• Excellent interpersonal and conflict resolution skills.
• Demonstrated tact and professionalism in dealing with the public.
• Ability to communicate effectively and courteously to the public, financial institutions, law offices, elected officials and staff.
• Must possess good verbal and written communications skills.
• Demonstrated ability to work independently and in a team environment as well as a demonstrated strong time management and organizational skills.
• Demonstrated ability to work under pressure and multi-task by sitting in a fixed position for approximately ninety percent of each work shift handling telephone calls and looking up information on the computer.
• Must be available to work in different locations as required.

Nice To Haves

• Ability to speak a second language will be considered an asset.
• Previous Municipal Property Tax experience an asset.

Responsibilities

• Receives, assesses and responds to inquiries from staff, financial institutions, law offices, government agencies and the public electronically by e-mail, written or by telephone.
• Performs online updating through the declaration portal of information for the Vacant Unit Tax purposes such as declarations received by mail or in-person.
• Receives, reviews and approves forms and supporting documents associated with the City's Vacant Unit Tax program to ensure that all pertinent information has been submitted and all criteria has been met. Notifies applicants (either verbally or in writing) if criteria is not satisfied.
• Liaises with customer service staff to provide support, guidance, expertise and advise on Vacant Unit Tax issues. Provides information on Vacant Unit Tax policies and procedures.
• Researches returned bills to determine correct mailing address using various online sources.
• Maintains paper and electronic filing system of all correspondence including lawyer's letters, program application forms, financial institution/agent billing listings, post-dated cheques, tax remittance stubs and ownership changes.
• Receives, opens, sorts and distributes incoming mail, when required as back up.
• Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
• Perform other duties as assigned and which are directly related to the major responsibilities of the job.

Benefits

• The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes.
• The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed