Customer Service Representative (PFT) (CUPE 2.25)

at  Norfolk County

BASIC FUNCTION:

To act as customer service representative, greet and direct customers while providing a wide range of information and services in response to customer needs.

POSITION DESCRIPTION:

• To act as customer service representative, greeting and directing customers in a prompt, professional and service-oriented manner, complying with County standards for customer service.
• Act as primary receptionist for Social Services and Housing programs, by greeting incoming clients/members of the public, operating the department phone system, responding to inquiries, taking messages and transferring calls
• Work with the IT Department staff to update employees’ names and extensions for the phone system.
• Provide a wide range of information and services in response to customer inquiries.
• Provide customer service support to Social Services clients, through the scheduling and viewing of appointments on standardized software (SAMS, Scheduler, Sharepoint) and by assisting them with the computers in the reception area.
• Process incoming and outgoing mail (Canada Post, corporate and commercial courier).
• Accept incoming payments from the general public and process the payments as per corporate standard.
• Assist with the Harm Reduction Program by distributing Naloxone kits, needle supplies, ensuring the paperwork is completed properly, and collecting returned sharps containers from clients, as required.
• Receive incoming shipments/supplies
• Maintain the fax machine, receive faxes on behalf of Social Services and Housing
• Ensure the reception area is tidy and stocked with updated information pamphlets
• Participate in department team meetings providing input into clerical and organizational matters where applicable
• Perform other duties as assigned

KNOWLEDGE AND EXPERIENCE:

• Grade 12 plus an additional one-year program/certificate in administrative/business/accounting studies.
• One year experience in customer service field.

SKILLS AND ABILITIES:

• Good broad-based knowledge of municipal operations and services
• Proven customer service, public relations and interpersonal skills
• Ability to deal with sensitive and confidential information/situations
• Understanding and sensitivity when interacting with vulnerable people.
• Excellent time management, and organizational skills
• Strong conflict resolution and de-escalation skills
• Excellent oral communication skills
• Valid Ontario driver’s license and access to a reliable vehicle.
• Must be aware of safe work practices as they relate to job responsibilities and work environment, and have the basic understanding of the Occupational Health and Safety Act
• Computer expertise in corporate standard software (Microsoft Office), department specific software to data search and create and modify word processed documents and the cash receipt system.

Please refer the Job description for details