JOB DESCRIPTION

Customer Service Representative, Customer Experience and Communication
Posting #: CUPE-2025-39
Posting Period: September 5 - 11, 2025
Employer Group: CUPE
Reporting to: Manager, Customer Experience & Communication
Grade: 5
Wage Range Hourly: $26.840 - $31.071
Position Status: Permanent part-time
Work Hours per week: 24
Location: Cayuga, ON (Haldimand County Administration Building)

POSITION SUMMARY

This role will work from the Haldimand County administration building, providing front line customer services to the public through various channels of customer service including telephone, mail, email and in person. They will provide internal customer service for corporate functions on behalf of all divisions. Lastly, the role will undertake various tasks that ensure efficient service to County staff located at that specific location.

EDUCATION

• Grade 11 plus an additional vocational program of up to one year, or Grade 12 graduation (with emphasis on courses relative to area of responsibility for example, business, accounting, mathematics), or equivalent.

EXPERIENCE

• Over 3 years up to and including 4 years of current related work experience.
• Special consideration will be given to applicants:
• Work experience in a municipal setting.
• Orientation, training and adjustment on the job itself.

KNOWLEDGE/SKILLS

• Good broad-based knowledge of municipal operations and services
• Proven customer service, public relations and interpersonal skills.
• A valid Ontario Driver’s License and access to a reliable vehicle
• Excellent verbal and written communication skills with the ability to give, obtain, seek clarification, and/or exchange routine information.
• Demonstrated initiative, and ability to make decisions involving routine tasks, within established procedures.
• Demonstrated ability to work independently referring only major problems to supervisor/ managers.
• Demonstrated ability to exercise significant discretion and sensitivity involving regular work with confidential information.
• Proven ability to handle/process cash, valuables and/ or issue receipts.
• Demonstrated analytical and problem solving skills involving occasional ingenuity, and minor refinement of procedures when necessary.
• Demonstrated capability to provide orientation or technical guidance, as needed.
• Organizational skills with conscientiousness, to avoid errors and ability to meet deadlines.
• Excellent interpersonal skills including the ability to work effectively in a team environment and guide interdisciplinary team- based discussion to increase staff morale, team building and team sprit.
• Technology Aptitude
• Demonstrated intermediate computer skills to utilize various technological devices and programs while adhering to cybersecurity and best practices are followed.
• Intermediate knowledge of MS Office (Word, Excel, Outlook, PowerPoint)
• Proven ability to use desktop or department / division specific software packages on their own or combine information from different software packages to get the desired result
• Solid understanding of the software to enable the incumbent to know the best tool to do the job efficiently.
• Knowledge to utilize software to develop quality reports, professional looking presentations, publications and/or to develop complex spreadsheets for analysis or presentation of data (including use of formulae)

RESPONSIBILITIES

The incumbent is responsible for, but not limited to: