Customer Service Representative Job Details

Customer Service Representative
Posting Id 3145

Department Community Services

Division Community Standards

Section Adjudication

Job Grade SEA35 Grade 03

Rate of Pay $ $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.

*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.
• Provide front-line customer service for phone, email and walk-in inquiries and service requests
• Open, sort, distribute and respond to (as appropriate) hardcopy mail and email
• 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
• Check and monitor generic email and Access RH Cases, and reply, forward, and follow-up on emails and Access RH Cases 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
• Proficiency in Microsoft Office Suite applications with a strong knowledge of Excel, Word and other division specific software
• Ability to multitask in a fast-paced environment and a strong ability to prioritize tasks
• Experienced to independently resolve problems and issues under minimal 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 and change

Attention Internal Candidates: All current City of Richmond Hill employees are required to apply via the ' View Jobs for Current Employees ' link on the City's Careers Page .
We thank all candidates for their interest, however, only those under consideration will be contacted.

The City of Richmond Hill is committed to inclusive, barrier-free recruitment and selection processes. If contacted to participate in the recruitment and selection process, please advise Human Resources if you require an accommodation.