Customer Service Representative, Fire

**The Opportunity**

The Town of Grimsby is committed to building a future that welcomes innovative new ideas while
protecting and preserving its distinct heritage. It is a place where leaders are committed to
sustainability and honouring Grimsby’s treasured natural setting. Grimsby has become a sought
- after community where residents enjoy waterfront living, historic neighbourhoods, active living,
and world class natural amenities. It is conveniently located in the Greater Toronto and Hamilton
Area (GTHA) in a region that is home to Niagara wineries, agriculture, cuisine, and internationally
recognized attractions.

**The Portfolio**

The Town of Grimsby is committed to ensuring a professional, positive and informative
customer service experience for all residents and the public. The Fire Customer Service
Representative plays a critical role by providing a full range of supportive services and acts as
the first point of contact to the public at the Fire Department. Reporting to the Fire Chief, the Fire
Customer Service Representative is responsible for general reception services for the Grimsby
Fire Department (GFD), including but not limited to greeting the public and directing public
enquiries, answering multi-line telephones, performing general clerical and word processing
duties for department staff, coordinating courier services, and data entry relative to standard
incident reporting, training records, maintenance, records and other statistically based data to
ensure the data base is maintained accurately and up to date.

administrative and customer service experience. You have work experience in handling payment
or cash transactions. In this position, you will provide a service-orientated approach and deliver
exceptional customer service.

**Working for the Town of Grimsby**

This is a temporary full-time position working up to 35 hours per week. The Town of Grimsby

The Town supports the health and wellness of our employees; a commitment that is demonstrated
through free access to Town recreation facilities for employees and flexible working
arrangements.

Customer Service Representative, Fire Posted: November 29, 2024

**How to Apply**

If you are excited by this opportunity, we are excited to hear from you

**Posting #: 72-2024**
- We thank all applicants for their interest, however only those selected for an interview will be contacted. _
- Consistent with our values and corporate culture, the Town of Grimsby is an equal opportunity employer committed to providing an _
- inclusive, barrier-free recruitment and selection experience, and work environment. The Town of Grimsby will accommodate the needs _
- of applicants under the Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the _
- recruitment process up to the point of undue hardship. If you require accommodations, please contact Human Resources _
- The Town of Grimsby may use AI (Artificial Intelligence) in the recruitment process. Personal information collected will be used in _
- Be advised that the Town of Grimsby’s Human Resources department frequently audits resumes of internal and external applicants _
- to validate the accuracy and trustworthiness of information provided. Falsification of information provided at any time throughout the _

Customer Service Representative, Fire Posted: November 29, 2024

**JOB POSTING
**Customer Service Representative, Fire**
Fire Department

**Duties and Responsibilities:
**1. Customer Service (40%)
**1.1 Provides customer service to the public and staff by answering questions from the
and by-laws.

1.2 Creates a positive experience for customers by responding to their service needs
quickly, professionally, and accurately to ensure stakeholder and client satisfaction.

1.3 Takes the initiative to promote the GFD services and programs that meet each
client’s individual needs.

1.4 Takes ownership of concerns and is proactive to ensure a positive resolution.
1.5 Makes qualified assessments and referrals of complex issues to the correct

department/staff.
1.6 Liaises with departments and community organizations to ensure up-to-date

information, forms and reference material are available to the public.
1.7 Tracks inquiries/services for statistical reporting purposes.
1.8 Receives courier deliveries and arranges for courier pickup/distribution for outgoing

mail and deliveries.
1.9 Provide general information to the public relative to GFD services.
1.10 Maintains office supply inventory and places orders for all Town fire stations.
1.11 Receive, document, and process complaints from the community.

**2. Fire Services Administration (50%)
**2.1 Responsible for filing daily incident reports.
2.2 Provides general clerical support relative to photocopying, faxes, opening and

distributing mail, etc.
2.3 Provides support services to the Fire Prevention Officer’s and Training Instructor

relative to property file preparation, fire inspection reports,