Job Id #30433: Municipal Service Centre

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
- **Job ID #30122**:Municipal Service Centre Representative - PT - Periodic Posting (all upcoming vacancies from September 5, 2024 - March 5, 2025)**:

- **Union**: CUPE Local 5167
- **Job Description ID #**:2448

**SUMMARY OF DUTIES**

**GENERAL DUTIES**
- Responds, monitors and follows up on customer inquiries by receiving, evaluating and prioritizing nature of enquiry to ensure the highest level of customer satisfaction. Participates in problem resolution and escalates inquiries to senior staff or program areas as required.
- Provides courteous, accurate and timely responses to requests for information regarding the functions, operations and procedures necessary to conduct business with various City departments.
- Performs cashier functions by recording payments in Point of Sale and program area software (Hansen Microsoft D365, Officer, Vailtech, etc.) Prints systems reports, balances daily receipts and reconciles to Point of Sale database and the various program area software.
- Receives, verifies, reconciles and secures floats and deposits. Prepares, secures and dispenses deposits to the armoured transportation service provider for delivery to the City’s financial institution. Monitors and reports on errors, notifies appropriate staff regarding corrections, overages/shortages.
- Opens and closes Municipal Service Centres, reporting on security concerns and maintenance deficiencies to the appropriate departments.
- Creates and maintains inventories of operational supplies and forms/tickets/permits/licences, such as Transit PRESTO cards; Marriage Licences; Waste Collection calendars; and all other forms which may be requested by the public.
- Prepares monthly and yearly inventory reporting for submission to Finance.
- Word processes correspondence and legal documents such as marriage licences. Creates forms and spreadsheets.
- Provides customers with instructions and examines documents and official papers to determine their authenticity/validity for which the party is seeking information, relief and/or assistance.
- Performs preliminary review of forms and supporting documents to ensure all pertinent information has been submitted and all rules, regulations and procedures have been met with compliance for various City services. Communicates and forwards all appropriate documentation to the service area for their action and/or records.
- Provides information to the requestors within the parameters of the Municipal by-laws, Provincial regulations and Municipal Freedom of Information and Protection of Privacy Act.
- Distributes incoming mail and processes outgoing mail including Registered Mail and Courier.
- Maintains a strong knowledge of City services, service issues, departmental/Council structures and responsibilities, as well as a general knowledge of Provincial services. Recognizes and reports on trends or changes in types of service requests and inquiries ensuring that appropriate persons are notified.
- Assists Supervisor with onboarding and provides training to new employees on how to perform tasks or duties in established procedures and practices. Informs them of available services, department policies and procedures, Municipal bylaws and Provincial regulations.
- Attends regular training sessions in order to remain current with operational practices and technologies for all services offered in the Municipal Service Centres.
- Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
- Performs other duties as assigned which are directly related to the major responsibilities of the job.

**QUALIFICATIONS**
- Demonstrated experience working in a customer services environment serving a diverse, multicultural, multi-lingual public.
- Excellent interpersonal and conflict resolution skills; demonstrated tact and professionalism in dealing with the public.
- Developed understanding of business accounting concepts. Ability to work with figures and balance cash transactions. Previous cash handling and/or Municipal tax experience required.
- Ability to conduct Internet and Intranet searches in a timely manner.
- Possesses excellent verbal and written communication skills, with the ability to clarify City of Hamilton Service Procedures and Policies to the public.
- Demonstrate