Job Brief

This position provides customer services and a multitude of administrative services directly to the public, and undertakes a variety of back office administration crossing all City departments.

Job Title Service Administrator I

Wage $24.72 - $27.12 hourly (2022)

Reports To Manager, Customer Service

Department Community Services

Location Municipal Service Centres

Hours Hours are between 8:30 to 4:30 Monday to Friday. Will be required to work at any Service Center location from time to time (which could include Lindsay, Coboconk, Bobcaygeon or Omemee)

Other General office environment.

Job Description:

• Respond to customer needs in all of the customer service areas including internet/e-mail, voice and personal contact areas
• Compose letters, e-mails, and correspondence in response to general inquiries, record citizens/Council concerns and complaints into the City’s electronic tracking system, dispatch to the applicable department assigned, and follow up to ensure prompt customer response to matters in accordance with CRM established protocols
• Support the corporate email as required
• Assist the public in the completion of various forms and applications relating to all municipal services
• Assist the Manager in the creation of and continuing improvement of user-friendly processes for customers
• Ensure a positive and welcoming image and environment for the public, staff and political representatives attending the Service Centre
• Provide a multitude of administrative services to the public crossing all City departments which may include but not limited to: receipt of preliminary applications for building and planning ; issuance of various municipal licenses/certificates ; Commissioner of Oaths and affidavit services; cash receipting; data entry; inventory materials for city operations; receipt and processing of municipal bill payments to customer accounts; prepare bank deposits and cash drawer balancing and reconciliation
• Provide a limited variety of library services in the absence of library branch staff at co-located facilities and oversee the use of public access computers at applicable Service Centres
• Provide information in response to requests from the public requiring varying degrees of research and personal contact concerning the City’s various services
• Assist the Service Administrator III in the maintenance of records for the manager and track all current issues relating to the entire City
• Follow standard operating procedures and perform related duties under the direction of the Public Inquiry Centre Supervisor in the event of a municipal emergency
• Assist with election responsibilities during election time
• Customer focused for customer service excellence
• Regular travel to various work locations is required to fulfill the job duties of the position
• Perform other related duties as assigned

Skills/Education Required:

• Post-Secondary education in Office Administration, Municipal Administration or a related field
• Minimum 3 years of related progressive experience, preferably in a municipal environment with multi-service provision knowledge
• Working knowledge and understanding of a multitude of municipal services and related legislation
• Must be committed to continuous learning in the municipal field
• Must have current CPR and First Aid Certification
• Ability to effectively resolve problems/complaints while maintaining composure regardless of the demands of the environment
• Demonstrated professional and ethical responsibility to protect privacy, use confidential information appropriately, treat sensitive situations with appropriate degree of tact and discretion
• Excellent oral communication and strong interpersonal skills to deal with members of the public, staff, council and senior government; excellent written communication skills; attention to detail and accuracy
• Outstanding customer-service skills with demonstrated ability to 'make a difference' in a customer’s/peer’s day
• Excellent time-management skills with the ability to prioritize workload and meet deadlines, and the ability to deal with multiple demands
• Excellent written communication skills with attention to detail and accuracy
• Excellent organizational and administrative skills with the ability to work independently and in a team environment
• Ability to demonstrate initiative consistently with commitment to quality improvement
• Demonstrated ability to understand and abide by municipal policies and procedures
• Willingness to attend and work at other Service Centers and/or Call Centers
• Demonstrated proficiency in Microsoft Office, the internet, and any other related software
• Upon a conditional offer of employment, a Criminal Record Check will be required

Applicants must be prepared for skill testing.