Why Guelph:
When you join the City of Guelph, you join a team of over 2000 employees who deliver services the community relies on every day. Together, we are bringing to life Guelph’s vision of an inclusive, connected, and prosperous city where we look after each other and our environment. As a single tier municipality, we offer a variety of occupations and career specialities within our organization. Guided by the goals and objectives of the Future Guelph: Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Community Vision for an inclusive, connected, prosperous city.

WHAT WE OFFER

We offer competitive wages and comprehensive benefits to meet the needs of our diverse employees. Many of our positions offer:

• Paid vacation days, increasing with years of service
• Paid personal days;
• Defined benefit pension plan with OMERS, including 100-per-cent employer matching;
• Extended health and dental benefits, including Health Care Spending Account;
• Employee and Family Assistance Program;
• Parental leave top up program;
• Learning and development opportunities including tuition assistance
• Employee recognition programs.

Position Overview:
Reporting to the Supervisor, ServiceGuelph, we are looking for a temporary people-focused customer service representatives to join our team. As the first person that citizens encounter in person and by phone, ServiceGuelph delivers services and information with professionalism, efficiency, and accuracy.
Our customer service team members are genuine and eager to help people. They are patient and empathetic, friendly, and listen respectfully to understand a customer’s needs. Solving challenging problems is common and it comes naturally for customer service representatives. They are confident, creative, and use resources to find complete answers and go the extra mile to help customers.
Guided by the goals and objectives of the City’s Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Vision for an inclusive, connected, and prosperous city.
Our customer service employees are responsible for creating positive experiences that build customer trust and satisfaction. As the face of the City, it’s a big responsibility and one that our people do every day.

QUALIFICATIONS AND REQUIREMENTS

• Experience related to the duties listed above, normally acquired through the completion of a Grade 12 diploma and one year of post-secondary education (e.g. business, accounting, customer service, etc.) and 2-3 years customer service experience (both in-person and by phone) in a high customer interaction environment. Candidates with an equivalent education and experience may be considered.
• Experience handling a high volume of payments and transactions using safe and secure practices. Has familiarity with operating a point-of-sale system including counting and balancing monies.
• Proven customer-focused service skills.
• Reputation of going above and beyond for customers.
• Excel in a team environment and enjoy sharing knowledge with others.
• Possesses strong and engaging communication skills.
• Demonstrates creative problem-solving abilities.
• Adaptable and responsive to changing work environments and customer interactions.
• Adept at navigating and resolving conflict or difficult interactions.
• Demonstrates a strong ability to learn and apply new technology tools, methods, knowledge, and information to service delivery
• Possesses strong mathematical abilities, analytical skills, and accurate record keeping.
• Demonstrates a high level of confidence when interacting with other people.
• Ability to multi-task, prioritize work, and manage time effectively.
• Intermediate skills in MS Office (Word, Excel, and Outlook).

• Perform large volumes of in person customer transactions including payments, document intake and processing, providing information, and answering general inquiries.
• Process statutory documents and services.
• Handle large numbers of phone calls in the customer contact centre.
• Respond to email inquiries.
• Identify and assess customers’ needs to achieve satisfaction.
• Go the extra mile to provide a positive customer experience.
• Operate and balance a cash drawer.
• Sort and process mail.
• Maintain forms, information, and data.
• Perform other duties as assigned.