Job Description

**CITY OF COLWOOD**

**JOB DESCRIPTION**

**TITLE: FRONT COUNTER SUPPORT CLERK**
**DEPARTMENT: CORPORATE SERVICES**
**POSITION TYPE: FULL TIME UNION POSITION**
**PAY GRADE: PAY GRADE 3**
**LAST UPDATED: APRIL 1, 2021
**NATURE AND SCOPE OF WORK**

Reporting to the Manager of Corporate Services or designate; under the functional supervision of the
- Coordinator of Corporate Services, the Front Counter Support Clerk works collaboratively with the
- Corporate Services Department as part of a team striving to provide exceptional customer service and
- support to City stakeholders, residents, and internal staff.
- The Front Counter Support Clerk is the first point of contact for the City and requires excellent customer
- service skills, ability to interact courteously, professionally, and tactfully with the public and co-workers;
- focus on work and complete a variety of tasks in a busy environment with many interruptions and
- distractions.
- **TYPICAL DUTIES AND RESPONSIBILITIES**
- Manages switchboard, handling calls and complaints by providing information routine in nature or
- referring to appropriate work areas, officials, or other agencies.- Receives and enters service requests and online public feedback, providing response and/or directing to
- appropriate staff.- Receives, records, and distributes incoming mail (physical and electronic), faxes and prepares outgoing
- mail.- Performs daily open and close office routines, including opening and closing City Hall.
- Provides daily cash balancing and safeguards the cash float.
- Receives payments for licenses, permits and property taxes.
- Maintains the front counter area; monitors, maintains and orders office supplies and equipment.
- Maintains relevant procedural manuals, contact information, forms, pamphlets, and frequently
- requested information.-
- Assist with processing and issuance of Business Licences.
- Assists with property rentals, including providing rental information, processing rental payments, and
- issuing keys.- Monitors the City’s website to ensure information is current and relevant.

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- Provide general office clerical office as directed, including but not limited to word processing, data entry,- Creates, updates, and maintains the paper and electronic central filing systems according to the City’s
- document and records management practices.- Supports City meetings, including meeting and agenda preparation, and taking meeting minutes if
- required.- Provides assistance, support and coverage to other departments as needed.
- Performs other related duties as directed.

**REQUIRED KNOWLEDGE, SKILLS AND ABILITIES**
- Ability to function efficiently with mínimal direction to establish and maintain effective working

relationships with municipal officials and other employees, to meet and successfully serve the public
on a continuing basis.
- Ability to maintain the confidentiality of matters as required.
- Ability to work well under pressure and to a deadline with attention to detail and manage competing
- priorities.- Thorough knowledge of business English, spelling and punctuation.
- Familiarity and proficiency with Microsoft Office and iCompass.
- Working knowledge of records management practices.
- Strong written and verbal communication skills.
- Ability to effectively read and interpret information, maintain accurate records, and document data
- for corporate records.- Excellent organizational skills.
- Demonstrate proficiency in the core competencies of:

- Adaptability: Willingness to be flexible in a changing environment.
- Relationship Building: Establishes and maintains respectful and cooperative working
- relationships.- Effective Communication: Communicates effectively with others.
- Problem Solving: Recognizes and acts to resolve problems.
- Organization: Organizes the work so that others will understand it to achieve the City’s goals.
- Customer Focus: Provides excellent service to both internal and external customers.

**MINIMUM TRAINING AND EXPERIENCE REQUIRED
- Completion of Grade 12, or equivalent.
- Minimum of one-year experience in a demanding multi-tasking office environment providing
- customer service and clerical support (preferably a municipal government office).- Cashiering experience (accurate processing of large volumes of cash/electronic payments
- credit/debit) and the ability to balance cash.

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