Customer Experience Representative in City of Kawartha Lakes, Ontario

Customer Experience Representative

Department
Community Services Department – Customer Service Division

Location
City of Kawartha Lakes, ON

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Job Brief

This position is responsible for the administration and delivery of front line customer service to City of Kawartha Lakes customers across all service channels.

Employment Status:

Permanent Part time

Union:

CUPE 855 Inside

Open To:

Internal/External Applicant(s)

Closing Date:

15/01/2025

Duration (if temporary):

N/A

Job Title Customer Experience Representative

Salary $30.32 – $32.80 (2025)

Reports To Manager, Customer Service

Department Community Services

Location Kawartha Lakes Municipal Service Centres

Hours Part-time up to 24 hours per week, Monday to Friday, with core working hours between 8:00am and 5:00pm

Other Combination of general office environment and occasional off-site travel. Attend meetings, conferences and departmental emergency situations, which may be outside of normal business hours.

Job Description

Specific to this role:

• Respond to customer needs in accordance with established policies and procedures (including tracking of inquiries and follow up), providing service in person, over telephone, and online for customers accessing City services including, but not limited to:

o Handle general and specialized customer inquiries;

o Payment processing;

o Create service requests for action;

o Administer licenses, permits, and certificates;

o Commissioner of Oaths and affidavit services;

o Support customer in the completion of various municipal documents

• Provide administrative services including, but not limited to:

o Perform daily cash balancing and financial reconciliation;

o Data entry;

o Letter writing

As a member of the team:

• Administer defined procedures and recommend solutions to challenges or process improvements

• Respond to customer service concerns, investigating, problem solving and responding within defined processes and advancing to the attention of the team lead and/or manager, as appropriate

• Maintain documentation, databases and corporate records in accordance with policy and divisional practice; consider legislative municipal requirements such as the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)

• Provide data to allow reporting and decision making

• Procure services and goods as authorized by the manager

• Perform other related duties as assigned

Qualifications

• Post-secondary diploma in Office Administration, Municipal Administration or a related field

• Minimum three (3) years of related progressive experience, preferably in a municipal environment (or similar) with multi-service provision knowledge

• Working knowledge and understanding of a multitude of municipal services and related legislation

• Effective oral communication and strong interpersonal skills; excellent written communication skills; attention to detail and accuracy

• Demonstrated customer service skills at a level to develop and maintain cooperative/collaborative working relationships both within and outside the organization

• Demonstrated time-management skills with the ability to prioritize workloads and meet deadlines with minimal supervision

• Demonstrated ability to exercise discretion and tact and maintain a high degree of confidentiality at all times, complying with all applicable privacy legislation and local policies and procedures

• Demonstrated proficiency in Microsoft Office, the internet and any other related software

• Possess and maintain a valid Ontario Class “G” Driver’s Licence or the ability to frequently attend work related activities at various sites

• Upon a conditional offer of employment, a Criminal Record Check will be required

Applicants must be prepared for skills testing

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