Customer Ambassador

In all we do, we have the freedom to be our best self, belong, excel.

**Why Innisfil?**

We are a “family-first” organization that provides employees with flexible options to focus on what’s most important in life Options include flexible work arrangements, compressed work weeks, and Hybrid Work Arrangements - just to name a few.

**Why You?**

We are looking for a dynamic and collaborative self-starter who wants to make an impact on our organization and community as Customer Ambassador. Dedicated to excellence in customer experience and working in a growing and fast paced environment, you will deliver a F-R-E-S-H approach to customer service that delivers the best possible stakeholder outcomes: Flexible, Responsive, Empathetic, Solution Seeking and Happy.

As Customer Ambassador, you will be part of our resolutions team, working collaboratively with cross-functional partners to provide exceptional customer experiences for residents, customers, and external/internal parties; going above and beyond to provide meaningful support across the customer journey by:

- Effectively managing a ward-based portfolio of active and long-term public inquiry files ranging from routine to complex and/or escalations taking ownership of customer and stakeholder inquiries that require further action, investigation, and/or internal consultation.
- Acting as primary liaison with customer and applicable stakeholders, you will maintain open communication and provide ongoing meaningful updates and lead the overall management of the file until it is fully resolved.
- Building and maintaining collaborative relationships and open communication with cross-functional departments with a focus on creating value for residents in support of seamless and effective resolutions for public inquiry files and excellence in customer experience.
- Leveraging the benefits of a neighbourhood/ward-based approach; monitoring, anticipating, and identifying potential problems/conflicts; proactively taking steps to minimize or negate them.
- Facilitating the management of situation-based concerns with a broader community impact, acting as a centralized point of contact for internal and external stakeholders to provide consistent messaging and streamline the deployment of Town resources.
- Participating in the Customer Service rotational stand-by program, as/when assigned, for inclement/severe weather incidents and/or events of significant community impact in partnership with essential services to provide on-site (Town or other facilities) or remote customer service activities. Providing on-site and/or remote customer service activities during office closures. As assigned, providing on-site or remote customer service functions during emergency situations to support emergency management activities.
- Demonstrating sound judgement and flagging appropriately politically sensitive files, matters where public interactions policies are or may be a consideration, issues of broader community impact, and/or executing escalations protocols as applicable for issues related to public safety.

In living our Community Strategic Plan and values of “Community First. Future Ready. Balance Always”, you will plan, promote, and execute opportunities to access Town services through various initiatives including (but not limited to) offering customer service at various Town and shared facilities, “pop-up” locations in the community, or delivering services outside of regular business hours such as in-person Council and/or Public Meetings. You will also collaborate and participate in community-based events and initiatives in partnership with internal and external stakeholders. Hours are currently scheduled to align with regular business hours and include in-office days throughout the week, and any adjustments will be provided in advance of the change.
- Job Requirements- College diploma (2 or 3 year) in Business Administration, Hospitality Management, Customer Service, or related field required.
- Three (3) to five (5) years’ experience in a high-volume customer service environment required.
- A Valid Class G Driver’s License in good standing and reliable vehicle to use on corporate business and personal flexibility required to work assigned schedule, including days, afternoons, evenings and weekends to provide expanded services to our community. Ability to accommodate deadlines, with peak period workloads that may extend beyond the normally scheduled workday and/or occur on evenings/weekends.

Closing date is **November 24,** **2024**.