Customer Service Clerk

2 weeks ago

Burlington, Canada City of Burlington, Ontario Full time

**Description**:
**Working for the City of Burlington**

A great career is closer than you think. Come work for the City of Burlington, where you’ll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

**Location**

**Position Overview**

Reporting to the Customer Service Coordinator in the Recreation and Analytics unit, the Customer Service Clerk is responsible for working directly with customers; in processing of bulk and ad-hoc contracts, responding to customer inquiries, providing internal reporting, and delivering overall excellent customer service.

**Responsibilities**
- Maintain expertise and provide detailed information to the public and city staff on a variety of specialized programs and services, and on the full inventory of city indoor and park facilities and school board locations.
- Provide rental options and alternatives based on the customer’s requested activity and location (neighbourhood). Includes being familiar with inventory from local boards and other community locations.
- Process bookings for tournaments and functions/events.
- Ensure that issues are identified and resolved where possible including collaboration with, or escalation to coordinator or appropriate staff in other sections or departments. Keep up to date with department structures and responsibilities in order to obtain information or escalate appropriately.
- Maintain customer files, including correspondence and tracking of rentals.
- Ensure accurate rental information is shared with our customers
- Be familiar with all details to intake and/or process transactions and complete service requests in a timely fashion for:

- Facility rental contracts to city and school board locations from program providers, festival and event organizers and internal requests from City departments.
- Supplementary reports and documents for additional requirements, payment plans.
- Maintaining financial account information and transactions
- City and Halton Region subsidies and related administration
- Various Departments or City services and products.
- Be familiar with all online self-serve options for related services. Support customers as required with using the online services including site navigation, new account setup, and basic customer account maintenance requests.
- Perform financial and quality control audits on a variety of data sources. Maintain audit tracking as required.
- Produce reports or obtain data from various systems and conduct data entry to spreadsheets or other systems as required.
- Identify and escalate/report on data or process issues. Support corrections where possible and provide insights into resolutions for data or process issues.
- May on occasion provide break relief or provide support during peak periods for other support/customer service areas.

**Requirements**:
**Police Check Requirement**

**Accommodations

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