Customer Service Representative

Posting Id- 3145- Department- Community Services- Division- Community Standards- Section- Adjudication- Job Grade- SEA35 Grade 03- Rate of Pay- $30.97 - $36.43 Hourly- Job Type- Temporary Full Time- Contract Length- 17 Months- Employee Group- SEA- Replacement/New Position- Replacement- Posting Type- Internal and External- Posting Date- 11/03/2025- Application Deadline- 11/17/2025
- **Position Summary**:

- Reporting to the Supervisor of Adjudication, the Customer Service Representative provides exceptional reception and customer service response to the public for the Community Standards Division.
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Key Duties and Responsibilities**:

- Provide the public and staff with accurate and timely information regarding divisional processes, programs and initiatives
- Log calls, inquiries and services requests, record pertinent information, schedule appointments and assign tasks as appropriate
- Resolve inquiries as appropriate, and escalate inquiries and concerns to supervisors as necessary
- Investigate and address reports of errors, complaints, conflicts, or issues, ensuring timely follow-up and escalation when necessary.
- Follow and reinforce all policies and operating procedures, including protocols for opening and closing the reception area, and train new/part-time staff with respect to procedures
- Use enterprise software systems (e.g., ActiveNet, AIMS and Enterprise) to log service requests, and/or input program registrations as applicable
- Assist with division-specific software system testing as required
- Facilitate sales of division specific products and/or services including curb side pickup and order shipment
- Receive and process payments for division specific products and services in accordance with City policies including providing appropriate documentation and/or proof of payment
- Record total amounts of daily sales, print daily cash report and sales report, and deposit receipts and cash into the safe
- Print and file reports, program information and case files
- Process and issue permits, licenses and exemptions
- Maintain hardcopy and electronic filing systems, including updating and maintaining individual files and preparing hardcopy files for archive/offsite storage
- Update City public awareness and communication materials including posters, advertisements and information bulletins
- Provide administrative support, including typing correspondence, scheduling meetings and taking minutes for meetings
- Enter, track and report on data as required
- Provide back-up support for Customer Service Representatives of other Community Standards Sections
- Other duties as assigned- **Education and Experience**:

- High School Diploma or equivalent, plus additional courses in municipal by-law enforcement and/or office administration
- Minimum two years of administrative experience within a government or public sector office environment
- First Aid and CPR certifications
- Municipal licensing, property standards, adjudication or by-law-related certifications or education will be seen as an asset- **Required Skills/Knowledge**:

- Team player with strong organization and communication skills along with knowledge of general office procedures (training and/or experience in dealing with difficult situations will be considered an asset)
- Ability to provide excellent customer service in a patient and professional manner is essential
- Proven interpersonal skills to foster and maintain cooperative working relationships with a variety of internal and external stakeholders
- Well organized, independent and highly motivated, with the ability to handle multiple responsibilities, set priorities, problem solve and work with all levels of staff while meeting tight and conflicting deadlines
- Ability to deal effectively with tact, courtesy, discretion and diplomacy with all levels of staff and the public
- Strong attention to detail and accuracy with well-developed keyboarding and administrative skills
- Ability to multitask in a fast-paced environment and a strong ability to prioritize tasks
- Experienced to independently resolve problems and issues under mínimal supervision
- Knowledge of municipal government operation and organization
- Proficient in use of word processing and database software and a demonstrated ability to learn and adapt to new workflow processing software systems
- Demonstrates good judgment and makes sound decisions
- Shows commitment to personal growth, development, and leadership opportunities
- Shares new ideas and challenges the status quo
- Proven written and verbal communication skills with the ability to communicate with honesty, openness, respect, and trust
- Takes initiative to participate in a culture of learning, mentoring, and sharing
- Contributes to building and being a part of a positive culture- **Leadership Competencies**:

- Demonstrates personal leadership
- Builds people and culture
- Cultivates open communication
- Shapes the future
- Navigates and leads through complexity