Casual Customer Service Representative

City of Quinte West • Quinte West, ON

1d • Onsite

About The Position

The Customer Service Representative (CSR) is responsible for customer service, front counter general inquiries as well as telephone and email inquiries. The CSR is accountable for taking all City payments and will make deposits, post payments and be responsible for interact, electronic banking, pre-authorized payments and administration of the garbage bag tag program. Matters of a confidential nature shall be treated with due regard for the best interests of the municipality and its personnel. This position is a contributing team member responsible for the day to day work and executing operations in line with department approved policies, plans and programs as well as efficiently meeting service standards in the delivery of municipal services.

Requirements

• A minimum of a two (2) year community college diploma in Accounting or a related field.
• Demonstrated ability to function positively in a diverse range of teamwork situations and have a focus on customer service.
• Excellent organizational, interpersonal, verbal and written communication and office administration skills with the ability to multi - task in a busy environment with a proven focus on service delivery.
• A highly developed sense of professionalism, tact and diplomacy. Must demonstrate respect for confidential and sensitive issues
• Demonstrated telephone and public relations skills.
• Demonstrated ethical behaviour and business practices.
• Strong computer skills including Google Workspace, Microsoft Word, Excel, PowerPoint, Dayforce (or other similar software programs) email and internet.
• Strong written and verbal communication skills.
• Strong and effective analytical, strategic, critical thinking and problem solving abilities.
• A minimum of two (2) years of experience in a finance related customer service environment is required.
• Effective communication skills and the ability to work in a busy, multi-faceted environment are necessary in addition to having a working knowledge of spreadsheets, tax software, word processing computer skills.

Nice To Haves

• A valid Class G Driver’s Licence and a safe driving record in good standing, satisfactory to the employer.
• The ability to communicate in both English and French.

Responsibilities

• Provide customer service – receive, respond to and resolve complaints, inquiries and requests for information from the public and other internal/ external contacts; acting as the first point of contact for the City in a professional, courteous and efficient manner to promote a high standard of positive public relations at all times.
• Communicate in person, by telephone or electronically and coordinate the flow of information internally and with other departments and organizations.
• Refer customer to the appropriate department or member of staff when appropriate.
• Receive and process all City payments.
• Issue receipts, post payments to accounts and prepare bank deposits.
• Assist Public works and Environmental services with the issuance of various types of permits.
• Process post-dated, pre-authorized payments and other methods of payments.
• Maintain confidentiality regarding tax and water account information provided to lawyers, mortgage holders, etc.
• Prepare tax and water certificates requested from lawyers and mortgage companies for review.
• Collect, balance and deposit tax certificate fees weekly.
• Administer garbage bag tags, large and bulky tags and medical waste tags.
• Balance eStore revenues weekly, prepare deposits and allocate revenues to appropriate GL accounts.
• Prepare bank deposits.
• Assist with preparation of tax and water billing. i.e. sort tax notices into mailing groups and check for accuracy; process through postage machine for mailing.
• Maintain customer tax and water accounts with accurate address, billing and banking information.
• Prepare reports for daily cash sheet and balancing.
• Prepare reports, spreadsheets, correspondence and general typing for department staff.
• Demonstrate a commitment to learning and overall professional development.
• Follow all guidelines for employees and employers as legislated under the Ontario Occupational Health and Safety Act, other applicable legislation, best practices, City policies and procedures where applicable.
• Protects own health and health of others by adopting safe work practices, reporting unsafe conditions immediately, in regard to occupational health and safety. Follows all guidelines for employees and employers as legislated under the Ontario Occupational Health and Safety Act, other applicable legislation, best practices and City policies and procedures, where applicable.

Benefits

• The City of Quinte West is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environments. We will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process.

What This Job Offers

• Career Level: Entry Level
• Education Level: Associate degree