Job Summary

Under supervision of the CSR Supervisor, this position processes documents and responds to enquiries related to utility servicing and billing, property taxes, parking tickets and permits, booting and impounding of vehicles, general licences etc.

Duties & Responsibilities

• Receives and processes applications, transfers and disconnection requests for utility services from customers at the counter, by telephone and through correspondence.
• Responds to written, telephone and in-person enquiries regarding property taxes, e.g. levy calculations, legal descriptions, liens and tax certificate processing.
• Responds to written, telephone and in-person customer enquiries and complaints regarding utility billing and related issues, such as Equalized Payment Plan and direct debit.
• Responds to written, telephone and in-person customer enquiries and complaints regarding parking tickets.
• Processes business licence applications, responds to related enquiries, collects fees and issues licences in accordance with established policies and procedures.
• Responds to enquiries and complaints related to the Traffic, Animal Control and Noise Bylaws.
• Processes applications for parking permits.
• Assists with the training of new staff, as required.
• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements:

• Graduation from a business college OR Graduation from a one year, post-secondary business related program.
• Typing speed of 45+ words per minute.
• Four years of progressively responsible customer service experience as the primary function, involving direct resolution of complex external customer concerns and accurate processing of automated transaction data.

Knowledge, Abilities and Skills:

• Knowledge of office principles, procedures and systems.
• Knowledge of business English and arithmetic.
• Knowledge of basic accounting procedures such as bank reconciliation and ledger balancing.
• Ability to work as a team member with minimal supervision.
• Ability to make arithmetic calculations rapidly and accurately.
• Ability to communicate effectively, orally and in writing.
• Ability to interpret various City bylaws and Provincial acts.
• Ability to deal courteously, tactfully and effectively with customers.
• Ability to research, analyse and interpret information in accordance with established policies and procedures.
• Ability to solve problems independently.
• Skill in the operation of office equipment, including a computer with Windows software.

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