Customer Relations Representative

at  City of Kawartha Lakes

JOB BRIEF

Using a client centered approach, performs support services in an integrated Social Services office for the designated service areas of the City of Kawartha Lakes and County of Haliburton.
Employment Status:

JOB DESCRIPTION

• Receive and respond to public enquiries, including applicants, tenants, clients, landlords, vendors and other City staff
• Perform intake functions for all programs, completing all related functions including the collection and recording of highly sensitive personal information in compliance with applicable legislation and policies
• Receive and process payments: record financial transactions; prepare receipts, cheques and bank deposits
• Receive requests and verify eligibility for prescribed benefits as per local policies
• Assist with collection of documentation from customers and copying and distribution of materials for staff
• Maintain paper and electronic filing systems and the accuracy of information in appropriate technologies
• Review incoming correspondence and materials by mail, fax, courier or in-person, obtaining background or additional information as required and forwarding to the appropriate staff
• Prepare letters, memos, agendas and minutes as required, ensuring accuracy and completeness
• Input and extract data from third party interfaces such as Service Canada, Equifax and Revenue Canada
• Provide administrative and clerical support throughout the Social Services and Housing Divisions
• Facilitate scheduling of appointments ensuring that required information is requested
• Occasional travel is required to attend meetings and training
• Perform other related duties as assigned including fan-out as part of Emergency Plan

SKILLS/EDUCATION REQUIRED

• Post-secondary diploma in Office Administration or related education in a human service focused discipline or a related field
• Minimum 3 years of related progressive experience, preferably in a municipal environment
• Experience in a direct customer service office role
• Working knowledge of service delivery processes and mandates
• Demonstrated competence in all areas of Literacy and Essential Skills (Reading, Writing, Document Use, Numeracy, Computer Use, Thinking, Oral Communication, Working with Others, Continuous Learning)
• Demonstrated mathematical skills at a level sufficient to perform precise, complicated calculations
• Demonstrated ability to contribute to and build upon a positive and healthy work environment
• Demonstrated professional and ethical responsibility to protect privacy, use confidential information appropriately, treat sensitive situations with appropriate degree of tact and discretion
• Demonstrated customer-service and interpersonal skills at a level to develop and to maintain cooperative/collaborative working relationships both within and outside the organization
• 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
• Must be able to satisfy provincial security protocols
• Demonstrated proficiency in Microsoft Office, the internet, and any other related software
• Upon a conditional offer of employment, a Criminal Record Check, including a Vulnerable Sector Search will be required

Please refer the Job description for details