Customer Service Representative

POSITION SUMMARY:

Under the general supervision of the Supervisor – Customer Service, the Customer Service Representative (CSR) delivers front-line, multi-channel customer service at Service Thunder Bay, including in-person counter service, call centre operations, email, and digital inquiries. The CSR functions as a generalist intake position, providing first-contact resolution for Tier 1 inquiries, escalating exceptions or complex matters in accordance with established procedures. The CSR provides first-contact resolution for a broad range of municipal services; creates and monitors service requests using corporate software; processes payments and applications; and ensures consistent, courteous, accurate, and timely service to residents, businesses, and internal departments.

MAJOR RESPONSIBILITIES:

• Provides front-line customer service relating to all City programs and services across in-person, phone, email, online, social/contact channels, ensuring consistent, courteous, and solutions-oriented service.
• Resolves Tier 1 inquiries independently wherever possible; identifies issues outside established procedures and escalates Tier 2 inquiries to appropriate divisions or the Senior CSR or Supervisor, as required.
• Provide cross-functional support to front counter and call centre operations, assisting with overflow, high-volume periods, and maintaining a positive and consistent customer experience across all service channels.
• Creates, updates, and monitors service requests, complaints, work orders, and referrals using corporate systems such as public service and work management software, permitting, compliance & licensing software, recreation management software Customer Relationship management software
• Documents customer interactions, follows established scripts and service standards, and submits accurate data entry across systems, documentation, and coding of requests, and provides follow-up to customers regarding service timelines and outcomes.
• Collects and processes payments including taxes, water, licenses, invoices, permits, fines, parking rentals, parking tickets and other municipal fees.
• Accepts, logs, and forwards corporate documents, applications, and submissions to the appropriate departments following established protocols.
• Balances daily cash, processes receipts, reconciles routine discrepancies, and prepares documentation for review.
• Ensures secure handling, storage, and transport of monetary items in accordance with corporate procedures.
• Act as Commissioner of Oaths as authorized and trained.
• Performs the duties of Deputy Division Registrar, as required; issues marriage licences and collects applicable fees.
• Liaises with internal departments, external agencies, and community partners as required.
• Supports accessibility needs including operating TTY/TDD devices.
• Creates, indexes, and files physical and electronic records in accordance with sectional procedures and corporate records retention requirements, ensuring confidentially is maintained.
• Assists in orienting new employees, sharing knowledge base information, and supporting team operations during peak periods.
• Supports special projects, pilot programs, service improvement initiatives, and corporate change management activities.
• Performs other related duties as assigned.

QUALIFICATIONS:

Education/Experience:

• Minimum one-year post secondary education in office administration, business, customer service or related field and one year of customer service experience in high-volume environment (municipal government or call centre preferred; or
• Equivalent combination of education and experience.

Skills/Abilities:

• Ability to communicate effectively and concisely, both orally and in writing
• Must have good customer service and communication skills and be courteous and tactful in dealing with the public.
• Ability to remain calm, respectful, and solutions-oriented during difficult or escalated interactions, using empathy, positive language, and de-escalation techniques.
• Ability to learn and navigate multiple software applications simultaneously.
• Strong organizational and time management skills with the ability to work well in a fast pace environment
• Accuracy in data entry, cash handling, and record management.
• Ability to exercise independent judgement when dealing with confidential or sensitive issues
• Must be at a basic skill level in keyboarding, intermediate word processing, intermediate spreadsheet software and data entry skills.
• Must be competent within the meaning of the Occupational Health & Safety Act

CONDITIONS OF EMPLOYMENT:

• Must undergo a successful Criminal Record and Judicial Matters Check (CRJMC).
• Must take an Oath of Secrecy.