Customer Service Representative

Reporting to the Manager of Bylaw Enforcement and Education, the Customer Service Representative provides exceptional customer service response to the public, vendors and enforcement partners for the Community Standards Division.

Key Duties and Responsibilities

• Provide the public and staff with accurate and timely information regarding divisional processes, programs and initiatives
• Log calls, inquiries and services requests for bylaw and parking, record pertinent information, schedule appointments and assign service requests to Officers
• Resolve inquiries as appropriate, and escalate inquiries and concerns to supervisors as necessary
• Investigate and address reports of errors, complaints, conflicts, or issues, ensuring timely follow-up and escalation when necessary.
• Provide front-line customer service for phone, email and walk-in inquiries and service requests
• Open, sort, distribute and respond to (as appropriate) hardcopy mail and email
• Follow and reinforce all policies and operating procedures, including protocols for opening and closing the reception area, and train new/part-time staff with respect to procedures
• Use enterprise software systems (e.g., ActiveNet, AIMS and Enterprise) to log service requests, and/or input program registrations as applicable
• Assist with division-specific software system testing as required
• Monitor bylaw and parking email inboxes and phone lines
• Prepare, review and process invoices and work orders
• Prepare, review and process licenses, permits and exemptions to bylaws including parking and noise.
• Receive and process payments for division specific products and services in accordance with City policies including providing appropriate documentation and/or proof of payment
• Create reports relating to enforcement, inquiries, fines and permits.
• Coordinate with PWO to prepare Winter Event logs required for enforcement and adjudication.
• Maintain hardcopy and electronic filing systems, including updating and maintaining individual files and preparing hardcopy files for archive/offsite storage
• Provide administrative support, including typing correspondence, scheduling meetings and taking minutes for meetings
• Enter, track and report on data as required
• Provide back-up support for Customer Service Representatives of other Community Standards Sections
• Other duties as assigned

Education and Experience

• High School Diploma or equivalent, plus additional courses in municipal by-law enforcement and/or office administration
• Minimum two years of administrative experience within a government or public sector office environment
• Municipal licensing, property standards, adjudication or by-law-related work experience or related certifications or education.

Required Skills/Knowledge

• Team player with strong organization and communication skills along with knowledge of general office procedures (training and/or experience in dealing with difficult situations will be considered an asset)
• Ability to provide excellent customer service in a patient and professional manner is essential
• Proven interpersonal skills to foster and maintain cooperative working relationships with a variety of internal and external stakeholders
• Well organized, independent and highly motivated, with the ability to handle multiple responsibilities, set priorities, problem solve and work with all levels of staff while meeting tight and conflicting deadlines
• Ability to deal effectively with tact, courtesy, discretion and diplomacy with all levels of staff and the public
• Strong attention to detail and accuracy with well-developed keyboarding and administrative skills
• Proficiency in Microsoft Office Suite applications with a strong knowledge of Excel, Word and other division specific software
• Ability to multitask in a fast-paced environment and a strong ability to prioritize tasks
• Experienced to independently resolve problems and issues under minimal supervision
• Knowledge of municipal government operation and organization
• Proficient in use of word processing and database software and a demonstrated ability to learn and adapt to new workflow processing software systems
• Demonstrates good judgment and makes sound decisions
• Shows commitment to personal growth, development, and leadership opportunities
• Shares new ideas and challenges the status quo
• Proven written and verbal communication skills with the ability to communicate with honesty, openness, respect, and trust
• Takes initiative to participate in a culture of learning, mentoring, and sharing

Leadership Competencies