Associate, Service Georgina
(CUPE 905.03.34)
(Job ID# 2024.91)
Department: Strategic Initiatives
Division: Service Georgina
Location: Georgina
Status: Permanent, Full Time
Hours of Work: 35 hours per week
Number of Positions: 1
Wage Range: $31.58 - $35.07 per hour
Date Posted: June 3, 2024
Date Closing: June 17, 2024
Come work with us!
Employment with the Town of Georgina offers an opportunity to make a positive difference in our community. We are a progressive, forward-thinking organization focused on continuous improvement, innovation and providing exceptional customer service. We offer a collaborative team environment and an excellent place to take charge of your career.
Position Purpose:
Responsible for providing front line service for all incoming service inquiries via telephone, in-person, website and email in a manner than exemplifies the Town’s service quality standards: Solutions-oriented, Timely, Easy to Access and Professional.For full details and qualifications, please see attached job description.
How to apply
Qualified applicants are invited to submit a resume and cover letter, identifying the Job Title and Job ID#. Please apply by visiting the www.georgina.ca/careers no later than 11:59 pm on the closing date. The assessment process may include a practical test and/or interview.
Committed to diversity and a barrier-free environment
The Town of Georgina is an equal opportunity employer and we will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Office to ensure your accessibility needs are accommodated.
We thank all candidates for their interest, however only those being considered will be contacted.
Personal information collected will be used in accordance with the Municipal Freedom of Information and Protection of Privacy Act for the purpose of candidate selection. Further information concerning the collection of personal information should be directed to the Human Resources Manager, Town of Georgina, 26557 Civic Centre Road, Keswick, ON L4P 3G1 (905) 476-4301
Position Summary
Responsible for providing front line service for all incoming service inquiries via telephone, in-person, website and email in a manner than exemplifies the Town’s service quality standards: Solutions-oriented, Timely, Easy to Access and Professional.
Responsibilities
- Operate as the primary point of contact for all general inquiries related to Town services, programs and initiatives including but not limited to: property taxes, utility billing, water/waste water services, roads, waste management, parks and facility usage, recreational program registration, pet and kennel licences, facility bookings and other services as migrated to Service Georgina
- Intake, triage, respond and follow up to inquiries via telephone, in-person, website and email. Identify priority or sensitive inquiries/requests and escalate to the Supervisor/Manager as required
- Manage difficult service inquiries independently
- Prepare and distribute accurate and professional communication to clients and business unites related to Town services
- Generate public service requests (PSRs) on behalf of clients and update PSRs to reflect actions taken, resolution, or other information provided business units
- Maintain and foster open communication and cooperation with internal business units to provide continuity of service and address any gaps or escalated circumstances
- Book facilities and issue permits for facility rentals. Ensure clients have appropriate liquor licences and insurances (where applicable)
- Register clients for recreational programs. Provide information related to program offerings and coordinate with recreation staff to provide more detailed information.
- Issues parking passes, burn permits, and garbage tags
- Activates and processes bulk water card requests
- Provides support to clients in completion various forms and applications related to Town services
- Process payments for various Town services. Balance daily cash floats and prepare bank deposits
- Support the Tax and Revenue division with bulk payment batches
- Research information related to Town services, client property information etc. in order to deliver effective service
- Make suggestions for, and participate in the implementation of improvements to procedures that enhance the service experience
- Participate in the Town’s Health & Safety Program; complies with the Occupational Health and Safety Act, other applicable legislation and best practices
- Maintain knowledge of and adheres to all Town of Georgina Policies and Procedures
- Participates in ongoing Training and Development and ensures all mandatory requirements are met and maintained
The foregoing is intended to outline the general description of the duties and responsibilities for this position. It is not intended nor should it be interpreted as a complete description. The Town of Georgina reserves the right to amend this position description at any time provided that such change does not represent a substantive change in the purpose or essential nature of the position.
Minimum Qualifications
Education and Training
- Successful completion of post-secondary degree or diploma in Business Administration, Office Administration, Political Science, or a closely related field
- Successful completion of the AMCTO MAP program, or willingness to complete within first two (2) years of employment
Experience
- Minimum two (2) years’ experience in customer service, preferably in a municipal setting, including one (1) year experience in a municipal call centre/customer service environment with multi-service channels (cashiering functions; handling high call and email volumes)
- Experience with recreation and/or tax systems/software, work order systems, online research
- Up to one (1) year on the job for the period of adjustment, orientation, and adaptation
Knowledge
- Proficient in Microsoft Office, Internet, as well as cashiering systems including Point of Sale (POS) terminals and adept in digital/electronic work environment.
- Broad understanding of municipal and regional government related services
- One (1) year on the job for the period of adjustment, orientation, and adaptation
Competencies
- Superior interpersonal skills including the ability to work effectively in a team environment
- Exemplary service skills, with a demonstrated ability to effectively manage escalated service inquiries and deal courteously to a diverse client group
- Demonstrated ability to multi-task and prioritize to meet service levels
- Demonstrated ability to seek out information and provide timely responses
- Ability to independently make decisions within established procedures
- Excellent verbal and written communication skills, with a positive attitude
Physical Demands and Working Conditions
- Regular office conditions and remote work
- Some exposure to emotionally charged scenarios
- Occasional evening or weekend to support high volume, attend meetings, or support service related initiatives
- Must submit a satisfactory Criminal Record Check, displaying no convictions that would impede the individual’s ability to perform the duties of this role
