Servicenorfolk Agent

**Scope of Position**:
ServiceNorfolk Agents are the public face of Norfolk County, responding to customer inquiries, service requests and concerns related to municipal services.

Team members are enthusiastic County ambassadors who put the customer first in everything they do. They are patient, empathetic and friendly, and are able to solve any problem with professionalism and a positive attitude.

The majority of the position is performed in a call centre environment but also includes in-person counter service at various buildings in Simcoe, Delhi and pop-up locations throughout the County.

Responsibilities include: preparation of service requests and inquiries; providing clarification and explanation of bylaws, regulations, policies and procedures; updating computerized records; and, performing cash management functions to collect revenue for Norfolk County.

**Position Description**:

- Act as a general ambassador for Norfolk County, providing assistance to customers accessing a wide range of municipal services
- Perform large volumes of customer transactions that include payments, document intake and processing, providing information, and answering general inquiries.
- Provide property tax services including processing tax payments, issuing receipts, providing forms, answering inquiries relating to billing, collection and penalty and interest procedures.
- Provide license issuance for lottery licenses, municipal licences, burial permits and dog tags.
- Operate a point of sale terminal to process complete payment transactions including receiving money, making change, issuing and balancing receipts, preparing documentation and making bank deposits.
- Respond to inbound calls from customers to answer their inquiries regarding County programs and services.
- Resolve problems by clarifying issues and determining customer needs and requirements; researching and exploring solutions; escalating unresolved problems.
- Recommend solutions in the event the County is not responsible for the service requested or is a contracted service.
- Maintain customer account information and document all transactions performed in appropriate databases and computer programs.
- Ensure inquiries are appropriately dealt with by providing documents, information and assisting the public and community stakeholders/partner.
- Redirect inquiries of a more complicated nature to the appropriate area for technical expertise to ensure customer satisfaction.
- Act as Deputy Division Registrarfor the issuance of Marriage Licenses and Death Certificates.
- Maintain a strong knowledge of County services, service issues, department/division structures and responsibilities as well as a general knowledge of provincial and federal government services.
- Provide records management assistance and related administrative duties including but not limited to routine correspondence, incoming and outgoing mail and courier, asset management tracking, promotional materials for front counter use and new resident packages, and various special projects to assist the department and division.
- Open and close front-counter facilities/pop-up locations, maintain security and report maintenance deficiencies as required.
- Promotes high standard of customer service to the public as well as to all internal customers.
- Maintain a thorough understanding of business units and processes and assist with updating the knowledgebase system.
- To participate on a wide-variety of committees and/or working groups on behalf of Corporate Services as required
- To establish work priorities and schedules to ensure necessary timelines are met
- Performs other duties as assigned.

**Requirements**:
**Knowledge and Experience**:

- Post-secondary diploma (minimum 2 years)
- Plus a minimum of 3 years experience in front-line customer service environment.
- Experience with municipal government and a broad understanding of the services offered by all levels of government.
- Call Centre experience and point of sale system experience would be an asset.
- Experience with Diamond - Great Plains, PerfectMind and SharePoint would be an asset.

**Skills and Abilities**:

- Ability to maintain professionalism and positive attitude at all times
- Ability to communicate clearly and effectively both orally and in writing demonstrating skill in adapting diverse communication techniques to evaluate situations, identify problems and exercise sound independent judgement within established guidelines.
- Ability to be accountable to high performance standards.
- Ability to maintain confidentiality of sensitive information.
- Knowledge of Norfolk County’s organizational structure, including services provided by the various departments.
- Familiarity with programs/services, functions, policies, and governance structure in a municipal government environment as well as other levels of government and external agencies.
- Principles and practices of customer service, including the ability to put the custom