Job Description

Overview

The Customer Service Specialist provides operational and customer service support at City Hall, including front-of-house operations, building records, room rentals, event support, selected permit and licence processing, the City’s switchboard, and point-of-sale (POS) transactions. Reporting to the Supervisor, Permit Centre, the role responds to a wide range of public and internal inquiries and requires a strong understanding of City programs and services, as well as Council and Committee meeting schedules. The position requires sound knowledge of City bylaws, policies, procedures, and customer service practices, together with the ability to exercise judgement, tact, and conflict resolution skills when addressing complex, sensitive, or difficult customer situations.

Examples of key responsibilities include, but are not limited to

• Assisting with operational scheduling and coverage coordination to support workflow and customer service.
• Providing accurate information and assistance to internal and external customers regarding City operations, services, programs, and events.
• Supporting the coordination and processing of building records requests while ensuring accuracy, confidentiality, and compliance with records management procedures.
• Supporting the coordination of room rentals, rental agreements, City Hall tours, and event and meeting set-ups.
• Processing room rental, event, permit, licence, and related applications in accordance with procedural guidelines.
• Utilizing software applications, the City’s switchboard, CRM, point-of-sale systems, and cashier functions to support customer service delivery.
• Providing orientation and on-the-job guidance related to procedures and customer service practices.
• Drafting, updating, and maintaining process and procedure documents to support efficient operations and service standards.
• Maintaining current knowledge of City services, programs, events, and public information to ensure accurate customer service.
• Assisting supervisors with special projects and operational initiatives.
• Performing administrative and operational support duties as required to support the Customer Service Section.
• Supporting staff with difficult customer interactions or complex inquiries, as required.

Knowledge, Skills & Abilities

• Possess sound knowledge of customer service delivery, point-of-sale systems, and front-of-house operations.
• Sound knowledge of relevant bylaws, procedures, policies, and regulations related to the work performed.
• Sound knowledge of customer contact systems (CRM).
• Sound knowledge of records management procedures and confidentiality requirements.
• Sound knowledge of the roles of other departments to support coordinated customer service delivery.
• Ability to train and provide guidance to staff members.
• Ability to perform cashier duties and process payments accurately with minimal supervision.
• Ability to deal effectively and courteously with the public, municipal officials, staff and external contacts.
• Ability to research, interpret, and provide accurate information from a variety of sources.
• Ability to support room rentals, events, meeting set-ups, and lead City Hall public tours.
• Ability to operate a high-volume computerized switchboard.
• Ability to perform accurate calculations and process a variety of fees.
• Ability to use Microsoft Office applications (Word, Excel, and Outlook).
• Working knowledge of AMANDA, Tempest, REDMS, CRM, SharePoint, and other City applications.
• Ability to work effectively in a team environment.
• Ability to multitask, work well under pressure, and handle stressful situations professionally in a fast-paced customer service environment.
• Ability to adapt to changing procedures, technologies, and service delivery requirements.
• Ability to perform physical duties related to the work, including moving, carrying, pushing, and/or pulling equipment or furniture weighing up to 10 kgs (22 lbs).

Qualifications and Experience

• Completion of Grade 12 supplemented by up to one (1) year of courses related to business administration, communications or customer service.
• Minimum 1 year of experience in office administration or customer service, preferably in a complex, unionized environment.