Customer Service Associate
Town of Georgina
Georgina, ON
Responsible for providing a broad range of customer service activities including identifying, directing
and completing public service requests, answering general inquiries, performing administrative tasks and providing
specialized information on a variety of services, including Property Taxes, Utility Billing, Water/Waste Water, Roads,
Waste Management, Parks and Facilities, Program Registration, Facility Bookings, and other migrated services applicable
to the Customer Service Hub. Ensures exceptional customer service experiences that supports Corporate Strategic Plans.
For full details, please see attached job description.

Minimum Qualifications:
Two (2) year community college diploma in a related discipline from a recognized provincial college/institution of
learning; two (2) years’ experience in a high value/multi-function customer service environment including demonstrated
work order/service request entry/reporting and cash handling experience required. Municipal customer service
experience is preferred. A Police Information Check and Personal Credit Check are required for this position.

How to apply:
Please forward your cover letter and resume in confidence by February 22, 2019, at 11:59 p.m., identifying the job title
and ID#2019.22T in the subject line to careers@georgina.ca or in person or by mail to Human Resources, Town of
Georgina, 26557 Civic Centre Road, Keswick, ON L4P 3G1

Committed to diversity and a barrier-free environment:
The Town of Georgina is an equal opportunity employer committed to an inclusive, barrier-free recruitment and
selection process and as we grow, it’s important that our workforce reflect the citizens we serve. We respect,
encourage, and celebrate diversity. 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 throughout
this process. 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.

We thank all candidates for their interest, however, only those being considered will be contacted.

JOB DESCRIPTION

Job Title: Customer Service Associate
Department: Corporate Services

PRIMARY FUNCTION:
Responsible for providing a broad range of customer service activities including identifying, directing and completing
public service requests, answering general inquiries, performing administrative tasks and providing specialized
information on a variety of services, including Property Taxes, Utility Billing, Water/Waste Water, Roads, Waste
Management, Parks and Facilities, Program Registration, Facility Bookings, and other migrated services applicable to the
Customer Service Hub. Ensures exceptional customer service experiences that supports Corporate Strategic Plans.

SUPERVISION RECEIVED:
Direct: Supervisor of Customer Service

Indirect: Manager of Taxation, Revenue and Customer Service

DIRECTION EXERCISED:
None

WORKING PROCEDURES:
Delivers timely, knowledgeable, competent and efficient service to customers seeking information, services and/or
resolution.

Provides guidance and information to customers on inquiries and generates public service requests on behalf of
customers via work order system and/or CRM software and updates service requests to reflect such information as
action taken, resolution achieved or further action required.

Maintains and fosters open communication and cooperation with internal business units to provide continuity of service
and optimum service delivery in accordance with processes, regulations and procedures.

Acts as initial point of contact for email to the Town of Georgina from Town website contact page and Service Georgina
email address.

Books, issues permits and completes program registrations Town facilities.

Promotes recreation services (including facilities, programs, etc.) and assists customers with booking procedures,
advising of conditions, requirements and program registrations and ensures they are aware of and compliant with all
registration and booking policies/procedures.

Confirms bookings and program registrations, calculates fees for rentals, ensuring all payments and necessary approvals
(liquor permits, insurance certificates, etc.) are received prior to issuing facility keys to the user/customer.

Ensures the Facility Bookings Binder is accurate and up to date and monitors insurance certificates for expiry.

Maintains inventory of keys; orders new facility keys when inventory is low; ensures keys are returned on time when
signed out.

Issues resident parking passes and assists other issuing divisions as required.

Issues open fire permits under specific authorization for the Emergency Services Department.

Activates and processes bulk water card requests.

Assists customers in the completion of various forms and applications relating to municipal services, including requests
for licences and/or permits; refers to the appropriate department for additional service as required.

Processes pet licences and documentation as required.

Provides direction and support for customers to access external services as appropriate.

Updates recreation booking/registrations system, adding/amending the system on behalf of other facilities as required.

Composes and/or types professional and accurate email responses as well as routine correspondence of a general
departmental nature as required.

Maintains and updates tax and water account information including but not limited to, pre-authorized payment
applications, ownership changes and address changes.

Prepares tax and water adjustments including interest adjustments, refund requests and transfers as necessary.

Processes payments relating to all divisional functions.

Balances daily cash drawer and prepares deposit for bank and required system reports.
Prepares and posts bulk tax and water payment batches as required.

Responsible for the maintenance of the tax and water roll and data files.

Researches active ownership and address information.

Assists with bulk outgoing mail.

Delivers bag tags to Town facilities and/or retail outlets as required.

Provides daily back up reception coverage and full-time reception coverage in the absence of the Receptionist including
scheduled vacation time and all other absences.

Follows up as necessary on unresolved issues and requests, occasionally requiring interactions over several weeks;
advises Supervisor if accelerated action is required.

Prioritizes incoming communications in order to ensure that emergency requests are responded to in accordance with
emergency procedures.

Answers incoming telephone calls in accordance with applicable call centre processes and guides callers in accordance
with Corporate Customer Service HUB business processes.

Handles customer inquiries including complaints in a mature, calm, professional manner and escalates/refers as
appropriate.

Provides general information on programs and services of the Departments, Agencies, Boards and Commissions to
internal and external customers.

Researches general inquiries concerning precise departmental responsibility for Town, Provincial and Federal programs
and services.

Makes suggestions for process and information improvements and updates.

Provides input into the development of and the continuous improvement of user-friendly processes for customers,
including participation in professional development, communication meetings and training programs to support
continuous improvement in customer service delivery.

Participates on work group team projects and/or activities as assigned. Partners with various departments to
streamline processes, enhance services and expand roles and responsibilities of the Corporate Customer Service
HUB and staff.

Maintains confidentiality of information accessed in accordance with Town policy and procedure.

Performs other related duties as assigned.

The above statements reflect the general duties considered necessary to describe the principal functions and duties of
the position and will not be construed to as a detailed description of work requirements that may be inherent in the
job.

SKILL/KNOWLEDGE REQUIREMENTS:
Two (2) year community college diploma in a related discipline from a recognized provincial college/ institution of
learning.

Minimum of two (2) years’ experience in a high value/multi-function customer service environment including
demonstrated work order/service request entry/reporting and cash handling experience required. Municipal customer
service experience is preferred.

Exceptional customer service and communication skills; both written and verbal.

Excellent interpersonal, public relations, researching, organizational, analytical and problem/complaint resolution skills
and the ability to respond appropriately to sensitive inquiries and/or irate customers.

Ability to deal courteously, effectively and confidentially with tact and diplomacy with the public, all levels of staff,
community groups, agencies/organizations, other levels of government and other departmental contacts.

Ability to find information and provide customers with answers quickly and accurately while using multiple internal
resources.

Ability to meet the needs of diverse clients with a focus on a fair outcome and a positive customer experience.

Ability to meet or exceed Corporate Customer Service HUB performance metrics (i.e. call transfer rates, accuracy of call
handling and documentation, cash processing, etc.)

Ability to multi-task and maintain focus in a fast-paced and frequently distracting environment including prioritizing
incoming calls and tasks to meet established customer service levels.

Proficiency and experience in the use of computers including: intermediate knowledge of Microsoft Excel, Word, Outlook
and Access, database programs, Internet, financial software, registration and booking software, social media platforms
and other associated software; as well as the ability to organize files electronically and use voice mail systems.
Must be able to operate multiple systems concurrently, including but not limited to; multiple software applications,
radio/dispatching consoles, and telephone hardware. Ability to learn new software programs easily.

Highly developed attention to detail for problem resolution and data entry accuracy.

Must be reliable with good attitude and have a demonstrated ability to participate as an effective team member.

Must possess a valid Ontario Class G driver’s license;

Reliable vehicle to use on corporate business;

Must have the ability to support and project profession values compatible with the organization.

Availability to work a flexible work week or scheduled/unscheduled overtime as required.

A Police Information Check and Personal Credit Check are required for this position.