Customer Service Representative - Temporary Full-Time

Town of Tillsonburg•Tillsonburg, ON

7d•CA$31 - CA$37•Onsite

About The Position

The Town of Tillsonburg is seeking a Customer Service Representative to manage the efficient, accurate, and timely flow of public information to customers and staff. This role serves as the primary point of contact for the Town’s Customer Service Centre and main phone line, requiring tact, sensitivity, and professionalism in handling all inquiries. The Customer Service Representative will support various Town services and programs, including tax and hydro payments, licensing, general inquiries, and utility account activations, through in-person, email, or telephone interactions. The position demands a high capacity for multitasking and triaging a wide range of customer interactions. All duties must be performed safely, in compliance with the Ontario Health and Safety Act and Regulations.

Requirements

Two (2) years Community College Diploma.
Two (2) years of related experience in a customer service capacity preferably in municipal environment.
Working knowledge of municipal government legislation.
Excellent customer service skills with patience, empathy and problem solving.
Excellent communication skills with ability to interact with the general public, employees, and government agencies in professional manner.
Ability to enter data accurately while handling multiple tasks.
Ability to stay seated for long periods and work in an open office environment.
Ability to prioritize multiple issues and handle deadlines in a fast paced, customer focused environment.
Working knowledge of Town policies, bylaws and access to information guidelines.
Good computer skills along with experience in working with various software and demonstrated ability to learn new software needed for services offered at the Customer Service Centre.
Must be bondable and have experience navigating cash balancing process which can include larger sums of payments.
Ability to problem solve and find alternative solutions to problems customers are facing.
Criminal Record Check is required for this position.

Responsibilities

Operate a high volume multi-line phone system acting as the primary contact area for all of Town’s operations with a live call answer objective.
Process all move in and move out requests for utility customers.
Process utility and tax payments, validating information to ensure proper application on account.
Create service work orders for Operations department.
Dispense and records water meters according to procedures, upon request as back up.
Complete 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.
Provide account information to customers: explains high/low bill concerns, explains highly complex rate structures.
Maintain/update customer files in various software systems.
Reprint bills for customers, budget planning and provide monthly averages for all customers.
Inform customers on water main flushing schedules and advises on the impact to residents.
Accepts and distributes post-dated cheques, per Tax Department procedures including completing cheque processing and cash balancing procedures.
Acts as a Commissioner for Taking Affidavits.
Acts as a Deputy Division Registrar within the Vital Statistics Acts for the purposes of issuing burial permits and marriage licences including any oaths necessary.
Maintain knowledge of municipal bylaws and/or provincial legislation with respect to issuance of various licence's (Lottery, Business, Dog) and permits (EXAMPLE).
Create residential packages and supplies information to customers.
Open, distribute incoming mail, redirect mail and sort and post outgoing mail.
Responsible for front entrance way of Customer Service including the material and items available for Customers.
Accept and process miscellaneous Town payments.
Liaise with Bylaw Enforcement Officer regarding enforcement issues such as animal control reports, parking information including process payments for tickets issued.
Distribute, collect and provide information regarding municipal tenders.
Accept and processes license applications for business, lottery, marriage and animal.
Accept Minor Variance, Severance and Site applications and payments and distribute them for processing.
Collect, process, and balance 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.
Acting as the primary contact for the Town, the Customer Service Representative interfaces daily with a variety and high volume of customers on behalf of all departments.
Process a large volume of incoming payments for all Town departments.
Triage incoming calls/complaints regarding garbage and recycling and record and send the appropriate information to the County of Oxford.
Act as a customer solutions by providing accurate, timely solutions to customer questions, concerns or complaints, followed by communication and/or documentation.
Respond to a variety of inquiries, providing information, resolving issues and turning negative situations into positive ones.
Liaise with a wide variety of stakeholders such as residents, customers, staff, builders, business owners, financial institutions, County of Oxford, funeral homes, Alcohol and Gaming Commission of Ontario.
Adhere to all policies and procedures for the Town.
Perform other duties as assigned by Supervisor or Director.