Job Summary

This position processes documents and responds to customer enquiries related to municipal services.

Duties & Responsibilities

• Receives and processes applications for assigned municipal services from customers in-person, online, by telephone, and through correspondence.
• Responds to written, telephone, and in-person enquiries regarding assigned programs, records, fees, billing, payments, and related matters.
• Responds to written, telephone, and in-person customer enquiries and complaints regarding permits, service issues, account discrepancies, or other assigned regulatory services.
• Processes permit and related applications, responds to inquiries, collects fees, and issues documents in accordance with established policies and procedures.
• Responds to inquiries and complaints related to applicable bylaws, policies, and service regulations.
• 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, 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.
• Knowledge of the terminology used in building design and construction.
• 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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