CUSTOMER SERVICE ASSOCIATE

Full job description

Job Description:

JOB TITLE: Customer Service Associate
DEPARTMENT: Corporate Support Services
POSTING NUMBER: 106551
NUMBER OF POSITIONS: 1
JOB STATUS & DURATION: Full Time Permanent
HOURS OF WORK: 35 hour workweek / shift work / variable hours
LOCATION: Hybrid Model*– when working onsite, you will report to the location of West Tower.
SALARY GRADE: 9
STARTING SALARY: $1,110.90 per week
JOB TYPE: Union
POSTING DATE: April 16, 2025
CLOSING DATE: April 24, 2025

AREA OF RESPONSIBILITY:
Reporting to the Supervisor, Service Brampton, to act as first point of customer contact for the City’s multi-channel, multi-location 24×7 Contact Centre and 311 Service, Cashiers and Service Brampton Centre(s). This includes answering and managing public inquiries for non-emergency information and/or services in-person or via telephone, email, mail, online and other social media communication channels as well as payment processing, reconciliation and cash handling.
• Act as first point of customer contact for the City of Brampton in-person or via the telephone, email, mail, online and other social media communication channels.
• Receive, assess, respond/refer to, dispatch, and follow-up on customer inquiries regarding City information, programs, special events, and requests for non-emergency City services.
• Receive, accept and process payments through approved intake methods.
• Perform daily payment transaction balancing, funds for deposit and lock box processing, account adjustments and revenue report preparation.
• Maintain confidentiality, security awareness, cash safekeeping and handling.
• Manage customer inquiries and/or requests with potential to escalate.
• Respond to, refer or transfer, and record customer inquiries that cannot be resolved at first point of contact to appropriate City department, employee or other government levels, agencies and external organizations.
• Record, maintain and compile statistics about all customer inquiries, and assist with information management.
• Maintain current event and customer awareness, recognize and take appropriate action toward trends or changes in types of inquiries and/or nature of questions presented.
• Participate in training of new employees on operating procedures and systems.
• Perform other similar and related duties as required and assigned.

SELECTION CRITERIA:

EDUCATION:
High school (Grade 12) graduation plus an additional program of up to one year in General Arts & Science or equivalent education.

EXPERIENCE:
Over one (1) year, up to and including two (2) years experience in a similar inbound customer service contact centre environment.

OTHER SKILLS AND ASSETS:
• Demonstrated experience in a computerized contact centre environment: conducting internet searches, operating multi-line telephone systems with call centre features.
• Experience in an office and customer service environment, with knowledge of cash handling, Point-of-Sale terminals and electronic transactions, and the ability to work in a high-volume fast-paced environment.
• Exceptional written and verbal communication and interpersonal skills with an emphasis on customer service.
• Strong time management and organizational skills with a mathematical aptitude, and attention to detail for accuracy in data entry and reconciliations.
• Working knowledge of MS Office, standard office equipment, and data entry applications.
• Familiarity with two-way radio systems is an asset.
• Ability to work assigned variable shifts, including days, evenings and/or nights.
• Superior telephone communication ability including good etiquette, voice quality, articulation and listening skills.
• Able to work independently and as part of a team.
• Multilingualism and knowledge of municipal functions are assets.
• Various tests and/or exams may be administered as part of the selection criteria.

Interview: Our recruitment process may be completed with video conference technology.

Applicants who do not meet the educational requirements but have direct related experience may be considered.

If this opportunity matches your interest and experience, please apply online by clicking the button above quoting reference #106551 by April 24, 2025, and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.