Customer Service Associate

***:
This role is an integral part of service delivery to the residents and other customers of Loyalist Township and contributes to the achievement of our Strategic Plan.

**MINIMUM QUALIFICATIONS**:

- One-year post-secondary diploma or certificate in Business Administration, Office

Administration, Customer Service, or related studies or field(s).
- Two years previous administrative and customer service and handling cash experience with proficiency in point-of-sale terminals and processing electronic payments and cash.
- Required to obtain and maintain satisfactory Criminal Record Check (CPIC).

**SKILLS, ABILITIES, AND KNOWLEDGE**:

- Service aptitude and attributes demonstrated by the ability to use interpersonal skills like

enthusiasm, charisma, empathy, and patience, in every customer interaction.
- Excellent communication skills with a proven ability to be positive, engaging, and articulate.
- Ability to resolve complaints and problems in a professional manner, using courtesy and tact, and effective de-escalation techniques.
- Proficient with Microsoft Office Suite, Adobe, and the ability to adapt quickly to new software; experience with CityWide Solutions and Vadim is an asset.
- Working knowledge of general office procedures and practices, with proficient keyboarding skills.
- Good organizational and time management skills with a keen eye for detail and accuracy.
- Able to work with mínimal supervision and take initiative to assist others and contribute to improving processes.
- Able to maintain confidentiality and handle sensitive information with appropriate care.

**DUTIES AND RESPONSIBILITIES**:

- Assist customers in securing services, completing bill payment transactions, assisting with concerns and complaints, as well as responding to a broad range of inquiries.
- As the first and main point of contact for the public, the position ensures a positive and welcoming environment and maintains excellent customer service every time, in
- Provide specialized information to external and internal customers/users of Township services.
- Address difficult customer service situations with appropriate de
- escalation skills and techniques, bringing the matter to Supervisor when necessary.
- Initiate service requests using the appropriate designated software, based on the needs of customers and support the proper functioning of the service request database by creating new service request types and expanding the knowledge base for various functions.
- Maintain the goal of one-point of contact inquiry resolution, referring enquiries seamlessly to other staff and departments, taking steps to ensure service is provided with as few touchpoints as possible.
- Perform processing and recording of payments in accordance with Township policies, and accurately balance cash daily.
- Provide administrative support including but not limited to inputting and maintaining service requests, sorting mail, intranet, and website updates in accordance with the Township’s website guidelines and standards, and other Corporate Services administrative functions.
- Act as a Deputy Division Registrar for Vital Statistics registration including registering deaths and issuing and registering burial permits. Act as a Deputy Issuer of Marriage Licenses under the Marriage Act and perform duties as a Commissioner of Oaths.
- Assist with the administration of issued parking tickets, dog tag payments, bag tags, etc.
- Provide assistance to the Clerk’s Division as required.
- Assist with records management maintenance activities.
- Responsible as an employee for health and safety, including working safely within requirements of legislation and policies, reporting hazards, and maintaining a safe and clean environment.
- Other duties as assigned.

**WORKING RELATIONSHIPS**:

- Internal: _Daily communication with Township employees.
- External: _Daily interaction with Township residents and visitors.

**WORKING CONDITIONS**:

- Normal office-type environment.
- May be seated for long periods (2-3 hours).
- The job description reflects the primary duties and responsibilities of this position and should not be construed to describe in detail all duties and responsibilities of the job._

**Salary**: $27.38 per hour

Expected hours: 35 per week

**Benefits**:

- Dental care
- On-site parking
- Paid time off
- Vision care

Day range:

- Monday to Friday

Flexible Language Requirement:

- French not required

Shift:

- Day shift

Work Location: In person