Customer Service Clerk III

at  The City of Guelph

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.

QUALIFICATIONS AND REQUIREMENTS

• Experience related to the duties listed above, normally acquired through the completion of a minimum Grade 12 Diploma and 1-2 years experience providing customer service in an office environment, preferably in a municipal setting, with the ability to resolve customer inquiries/complaints both in-person, by email, and over the phone using sound judgement and decision-making skills. Candidates with an equivalent education and experience may be considered.
• Experience in financial administration; purchase orders/requisitions, cheque requisitions, accounts payable, accounts receivable, journal entries and cash handling.
• Experience in managing payroll functions (time and attendance entry, monitoring and reporting, ability to understand Collective Agreement requirements as they relate to payroll, etc.) Ability to work in an efficient manner and be detail-oriented with a high level of accuracy.
• Ability to work on your own and in a team environment and enjoy sharing knowledge and ideas with others.
• Ability to resolve complex customer inquiries/complaints in-person, by email and over the phone using sound judgement and decision-making skills.
• Organizational skills with the ability to manage multiple tasks in a demanding environment and meet deadlines and timelines.
• Knowledge and experience in managing payroll functions.
• Must possess intermediate computer skills with Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Excellent oral & written skills with the ability to communicate with all levels of staff, stakeholders and the general public.
• Must demonstrate initiative, positive workplace behaviors and the ability to ask questions, identify issues & concerns, research and find resolutions.
• Ability to problem solve, analyze and interpret technical and numerical information.
• Knowledge of WAM, JD Edwards, Kronos, AMANDA and experience with other related software would be an asset.
• Must be able to acknowledge, work with and maintain sensitive and confidential material.

• Provide exceptional and professional customer service to both external and internal customers, via telephone, letter, e-mail, website, in-person which may include customer complaint resolution, information dissemination, customer appointment scheduling.
• Process service requests and work orders for recording and tracking purposes.
• Support various Departmental programs as required.
• Provide financial assistance which may include preparation of purchase orders, cheque requisitions, cash handling, maintain billing processes and data, preparation of rebates for various programs, invoice payments, progress payments, journal entries, balancing and processing daily cash deposits, petty cash and float management and account reconciliation for reimbursement.
• Prepare payroll time and attendance preparation, tracking and reporting.
• Provide administrative support to Environmental Services Divisions which may include phone system operation and administration, filing, document preparation, all event/call logging.
• Attend meetings as required; prepare record meeting agendas and minutes.
• Provide Departmental support in the records, documents and maintenance management system.
• KPI tracking for customer inquiries and concerns.
• Ordering, tracking inventory supplies and assist with inventory count records.
• Office supply maintenance and ordering.
• Maintain electronic tracking/log of customer complaints/concerns and reporting.
• Maintain information including physical and electronic records; archiving of documentation and physical moving of files boxes and other documents from various locations to centralized file area, scanning and saving documentation electronically.
• Assist with the maintenance of regulatory compliance documents and policies as needed which may include environmental, health and safety, or municipal etc.
• Support arrangements for Divisional meetings and events and related arrangements.
• Coordinate and maintain on-call weekly schedule and communicate appropriately.
• Manage on-site sign-in/out requirements including tracking and reporting as required.
• Participate in City User Group Meetings when required.
• Liaise and/or communicate with other corporate divisions, and external agencies which may include consultants, contractors, other municipalities or public groups etc.
• Provide back up and support coworkers and departmental administration in their absence or when required.
• Perform other related duties as assigned.