Service Whitby Associate

Our team is highly skilled, passionate about our community, and we care. Let’s grow together.

Who We Are

In Whitby, we are dedicated to our work, our community, and each other. We work hard, we have fun, and we celebrate our successes.

The Town of Whitby is a community in transformation that is located in the heart of Durham Region in the eastern Greater Toronto Area. Whitby is the second-largest municipality in the region and one of the fastest-growing communities in Canada. Located on Lake Ontario and only an hour east of Toronto, the population of Whitby is expected to grow from 140,000 to more than 200,000 by 2031. Whitby’s Official Plan has been updated to establish new directions for Whitby’s planned growth and development; the protection of our natural and built environments; urban design intensification; sustainability; community improvement; and, new employment within this time frame.

The Town of Whitby combines a small town atmosphere with the sophistication and amenities of a larger urban centre. Whitby boasts two beautiful heritage downtowns, one of the finest recreational harbours with an award-winning marina, year round sports and recreation activities, parks, trails, and a robust arts and culture scene, all of which are part of the extraordinary amenities that Whitby residents enjoy every day.

Whitby has an exciting and aspiring future, with a community that is welcoming, growing and transforming. On our team, you can expect to make a difference through your work and have a direct impact on shaping our growing community. Creating an inclusive environment where employees experience job satisfaction and have rewarding careers is important to us. We live our values and foster a culture of collaboration, accountability, respect and engagement where people enjoy coming to work.

The Town of Whitby is a hybrid organization. This means staff are empowered to do their best work from various locations, as appropriate for the position.

We want to be the preferred employer for the most talented people who care about the Town of Whitby, and are excited and proud to serve our vibrant community.

Let’s grow together.

What You Will Get To Do

The Service Whitby Associate role is focused on delivering seamless and accessible customer service, connecting with customers wherever they live, work, and explore.

Key responsibilities include:
- First Point of Contact: Creating one window for customers to deliver consistent, reliable, high-quality, and customer-centric services, serving as the primary contact for all customer interactions, providing timely support across various channels including phone, online, and in-person.- Customer Inquiry Management: Efficiently manage a high volume of customer inquiries and requests using CRM software and other modern tools to ensure seamless service delivery.- Payment Processing: Handling various payment methods, including property taxes, services, fines, permits, and licenses, while balancing daily floats and reconciling transactions.- Inquiry and Issue Resolution: Independently handling inquiries and de-escalating customer complaints and issues by assessing their complexity and determining the most effective solutions - adapting service delivery methods to offer customers tailored services that align with their needs, schedules, and lifestyles.- Resolution Coordination: Collaborating with multiple Town divisions, the Region 311 and other partners as required to address inquiries, resolve issues, process transactions, and manage service requests.- Knowledge Management: Developing, maintaining, and updating standard operating procedures, knowledge articles, process maps, and job aids to support consistent and up-to-date corporate customer service standards, training, onboarding, and systems.- Technical Proficiency: Utilizing advanced technical skills and modern software tools, such as call center technology, Microsoft Dynamics Customer Relationship Management system, Workday, and GIS, to improve customer interactions and provide an integrated, smooth, and efficient service delivery.- Correspondence & Document Interpretation: Interpreting correspondence and legal documents such as mortgages, power of attorney, wills, and transfer deeds to ensure accurate resolution, processing and record keeping.- Customer Service Transformation: Participating in projects aimed at optimizing the corporate customer experience and the evolution of Service Whitby and contribute to continuous improvement initiatives.-
- Customer Engagement: Identifying new opportunities for communication and outreach to customers to strengthen connections and build relationships, leveraging data and experience to offer personalized service delivery that predicts and proactively responds to the customer’s evolving needs.- Various other duties as assigned.

Who You Are

Our team is looking for someone who thrives in a dynamic and customer-focused environment that values continuous improvement and innovation