Help Lakeshore build the best team to serve the residents of Lakeshore!
This posting represents new positions due to organizational growth
Position: Public Service Representative (PSR)
Salary: $31.87 to $37.28/hour (2026 rate)
Union: CUPE, Local 702.4
Reports to: Supervisor - Client Services
Purpose of Position:
Reporting to the Supervisor Client Services, in support of a quality customer experience, the Public Service Representative will answer, transfer and processes inquiries to appropriate Municipality of Lakeshore departments or personnel; respond to citizen inquiries regarding municipal services, programs, and hours of operation; while providing clerical support to the Community Services Division.
Education and Qualifications:
- 1 year college diploma in Office Administration, Hospitality or equivalent experience in customer service delivery.
- 1 year of experience in dedicated customer service, guest services, office administration, and cash handling.
- Call Centre experience is an asset.
- Experience in recreation and a municipal environment is preferred.
- Must have a pleasant, courteous manner to interact with members of the pubic in a professional way.
- Spelling, grammar, and professionalism in written communication
- Experience working with a softphone and tracking interactions is considered an asset.
- Must have a minimum typing speed of 40 wpm.
- Bilingual considered an asset
Knowledge:
- Knowledge in computer-based software (Microsoft Office, web-based programs, and other recreational scheduling programming).
- Working knowledge of ActiveNet recreational facility scheduling software is an asset.
- Ability to problem solve and relay department policy to users/customers.
- Effective inter-personal and oral/written communication skills.
- Strong organization skills to effectively complete/deliver and prioritize assigned tasks and responsibilities within established timelines.
- A comprehensive knowledge of municipal departments and services is an asset.
Major Responsibilities:
- Answer and process incoming inquiries by phone, email or in person in a professional and courteous manner maintaining customer satisfaction; determine nature of inquiry; provide information; determine service needed; ask probing questions and use multiple computer applications; transfer or refer to applicable department or staff if required.
- Enter information regarding service requests into customer relationship management software; forward request to appropriate staff; record customer service requests/complaints in accordance with established protocols.
- Receive and process recreation program registrations, marina seasonal slips, facility rentals, pavilion rentals, etc.
- Assess the urgency of requests/inquiries, escalate issues to other departments or external agencies, and dispatch calls on two-way radio when required on site.
- Re-direct callers to outside agencies, providing contact information as required.
- Relay calls of an emergency nature to 911 dispatch centre.
- Receive and process payments for Municipal applications, permits and accounts.
- Prepare daily bank deposits and reconcile revenues with facility bookings, programs and cash summary journals.
- Assist in scheduling appointments for the public with other municipal divisions.
- Provide information regarding Municipality of Lakeshore programs, services, and hours of operation. Search various computer software data bases/programs for required information (e.g. Public Service Unit Knowledge base, City Works system, Internet, Lakeshore Website, GIS, Lakeshore Intranet, etc.).
- Liaise with staff in other divisions to gather information and to develop service options for customers.
- Respond to citizens’ inquiries or concerns and make every effort to resolve without having to transfer or escalate the call.
- De-escalate high pressure situations, for example, managing interactions with difficult customers on the phone or in person.
- Keep abreast of Lakeshore activities discussed in media (e.g. Public Service Announcements).
- Record all main line telephone messages, as required (e.g. holiday messages, after-hour messages, etc.).
- Maintain the Public Service Unit’s knowledge base, ensuring information is accurate and current.
- Assist in the maintenance of accurate telephone listings both internal and external.
- Acquaint new employees with job functions, as required.
- Develop and maintain a thorough working knowledge of Lakeshore’s Safety Plans.
- Tracks usage of all recreation facilities.
- Prepares bank deposits and reconciling revenues with facility bookings and registrations
- Complies with all internal policies regarding cash handling, internal controls, etc.
- Assists in the maintenance of website information.
- Processes registrations on site at special events and promotional events.
- Advises users of applicable policies including safety.
- Collects information and prepares all required reports (accident/incident, facility log, statistics, financial, etc.)
- Provides clerical support to the Management Team (Supervisors and Managers) as required.
- Must be able to assess situations and act quickly using good judgment. Must have strong ability to communicate feedback in a constructive manner to prevent future issues
- Central point of contact and information base for the Atlas Tube Recreation Centre and Town Hall
- Perform other related duties as required.
Physical Activity & Dexterity
- Sitting, standing, walking, stooping, lifting up to 10 kgs
- Keyboarding with accuracy
- May travel to other municipal facilities infrequently and as required.
Contacts:
Interpersonal skill to liaise with management and the public in a friendly and co-operative manner.
Internal:
- Staff in Recreation and Leisure
- All departments administration staff and management
External
- General public
- Organizations
- Service Providers
Working Conditions:
- Works within a fast-paced, office/recreation environment
- Noise level is moderate to loud
- Distracting environment
- Shared and rotating workspace
- Working independently with minimal supervision (sometimes alone at front desk, with facility staff elsewhere in the building)
- Some travel may be required.
- Scheduled hours will vary based on the needs of the Municipality and will include mornings, evenings, weekends and holidays as part of the normal hours of work.
- Office hours being 35 hours per week in accordance with the CUPE Local 702.4 collective agreement.
- Work is subject to special events, deadlines, or severe weather occurrences. As a result, Public Service Representatives may be required to work overtime during the mornings, evenings, weekends or holidays to handle workload.
- Overtime will be administered as specified in accordance with the terms and conditions of the Collective Agreement with CUPE Local 702.4
Updated: December 2022
Core Competencies
Accuracy & Attention to detail Teamwork Communication
Customer Service Organization Prioritization
Multitasking Problem-solving
As an inclusive employer, the Municipality of Lakeshore is committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need. The Municipality is also committed to ensuring that personal information will remain confidential under the authority of the Municipal Freedom of Information and Protection of Privacy Act.
