SUPPORT ASSISTANT B

City of Toronto • Toronto, ON

11d • Onsite

About The Position

This role handles complex in-person inquiries and processes customer payments related to property taxes, utilities, parking/red light camera and other City revenues. The role requires strong analytical and technical skills to assess and reconcile data, ensure compliance with legislation, policies, and procedures, and maintain accurate records within multiple corporate systems, supports daily cash controls, performs complex calculations and reconciliations including end of day balancing.

The Call Centre (MTU Support) role is responsible for overseeing the daily operations of a dedicated call center that supports customers experiencing issues with water meter transmission units (MTUs). This position provides guidance and support to customers, ensures service levels and performance standards are consistently met and assists with the resolution of escalated inquiries.
The successful candidate brings prior experience in a call center, customer service or administrative environment, with the ability to manage high volumes of customer inquiries while efficiently navigating multiple systems. Strong analytical and problem‑solving skills are essential to accurately review customer accounts, perform billing and monetary calculations, identify discrepancies, and resolve disputes related to property tax, utilities, or other charges. Familiarity with CRM or call‑center tools is considered an asset, along with excellent verbal and written communication skills to clearly explain complex information and professionally manage escalated or challenging situations.
This role requires excellent time management, attention to detail, adaptability in a fast‑paced environment and a strong customer‑first mindset. The ability to collaborate effectively with team members, maintain accurate data entry and documentation, and adapt to changing procedures, policies and regulatory requirements is critical. Bilingual or multilingual abilities are considered an asset.

Requirements

• Considerable experience delivering customer service in a high‑volume, fast‑paced front‑line counter or call-center setting.
• Considerable experience with cash handling and cash reconciliation (i.e. taking payments, balancing of tils).
• Considerable experience performing complex calculations.
• Considerable experience de-escalating difficult situations with the public and managing difficult calls.
• Considerable experience using Microsoft Office (i.e. Word, Excel, Outlook).
• Strong comfort with working in a fast paced and high-volume environment daily.
• Excellent interpersonal and customer service skills with the ability to work independently
• Excellent oral and written communication skills with the ability to communicate effectively with all levels of staff and the public.
• Ability to exercise independent judgment and discretion in dealing with confidential matters.
• Ability to write reports, bank reconciliations and accept various payment types
• Knowledge of contact centre principles, practices and key performance metrics
• Must be available to work varied shifts

Nice To Haves

• Familiarity with CRM or call-center tools is considered an asset
• Bilingual or multilingual abilities are considered an asset.

Responsibilities

• Responds to telephone, mail, email and in person inquiries from the public, agencies and other levels of government utilizing in-depth knowledge of procedures, regulations and criteria.
• Performs varied administrative tasks involving the preparation, research, summary and reconciliation of data and the control and expedition of documents and data. Conducts research and analysis to develop service options for the public and various interested parties.
• Prepares and processes documents/statistical summaries/reports etc. Assesses and analyses data.
• Operates office equipment and computers utilizing a variety of software packages, applying speed and skill.
• Checks work for accuracy and conformity with regulations, policy and procedures and corrects/resolves outstanding/incorrect items. Identifies issues and recommends solutions. Performs complex calculations.
• Directs, coordinates, schedules and trains assigned staff. Checks/verifies work of assigned staff.
• Operates office equipment and computers utilizing a variety of software packages, applying speed and skill.
• Reviews, accepts, or rejects material/applications from the public, ensuring all criteria have been met.

Benefits

• The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.
• The City of Toronto is committed to creating an accessible and inclusive organization.
• We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).
• Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.
• Disability-related accommodation during the application process is available upon request.

What This Job Offers

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