Customer Service Representative - Temporary Full-Time, East York (Leaside)

Customer Service Representative The Town of Tillsonburg is looking for a Customer Service Representative who will maintain efficient, accurate, and timely flow of public information to customers and staff. The position acts as the first point of contact for the Town’s Customer Service Centre and the main telephone line. This role requires tact, sensitivity and the ability to navigate all inquiries in a professional manner. The Representative supports a variety of Town services and programs including tax and hydro payments, licensing programs, general inquiries, and hydro and water account activations via in‑person, email, or telephone. The position requires a high ability to multi‑task and triage a large variety of customer interactions while performing all duties safely and in compliance with the Ontario Health and Safety Act and Regulations.

Responsibilities

Operate a high volume multi‑line phone system as the primary contact area for all Town operations with a live call answer objective; process move‑in and move‑out requests for utility customers.

Process utility and tax payments, validating information to ensure proper application on account.

Create service work orders for the Operations department.

Dispense and record water meters according to procedures, upon request as backup.

Complete and distribute forms/service orders for hydro/water locates, water and sewer inspections.

Maintain knowledge of hydro/water rates and industry changes that impact customers.

Provide account information to customers: explain bill concerns, and explain complex rate structures.

Maintain and update customer files in various software systems.

Reprint bills, perform budget planning and provide monthly averages for all customers.

Inform customers on water‑main flushing schedules and advise on impacts to residents.

Accept and distribute post‑dated cheques in accordance with Tax Department procedures, including cheque processing and cash‑balancing procedures.

Act as a Commissioner for Taking Affidavits.

Act as a Deputy Division Registrar within the Vital Statistics Acts for the purposes of:

Issuing burial permits when requested.

Issuing marriage licences, including necessary oaths.

Maintain knowledge of municipal bylaws and provincial legislation regarding issuance of various licences (lottery, business, dog) and permits.

Create residential packages and supply information to customers.

Open, distribute incoming mail, redirect mail, and sort and post outgoing mail.

Oversee the front entrance of Customer Service, ensuring materials and items are available for customers.

Accept and process miscellaneous Town payments.

Liaise with the Bylaw Enforcement Officer regarding enforcement issues such as animal‑control reports and parking information, including processing payments for tickets issued.

Distribute, collect, and provide information regarding municipal tenders.

Accept and process license applications for business, lottery, marriage, and animal licences.

Accept minor variance, severance, and site applications and payments, then distribute them for processing.

Collect, process, and balance monies received for a variety of payments for all departments, such as permits, dog tags, fleet invoices, tax collection, parking tickets, etc.

Serve as the primary contact for the Town, interfacing daily with a variety and high volume of customers on behalf of all departments.

Process a large volume of incoming payments for all Town departments.

Triage incoming calls or complaints regarding garbage and recycling and record or forward the appropriate information to the County of Oxford.

Act as a customer solutions specialist by providing accurate, timely solutions to customer questions, concerns or complaints, followed by communication and/or documentation.

Respond to a variety of inquiries, providing information, resolving issues, and turning negative situations into positive ones.

Liaise with a wide variety of stakeholders such as residents, customers, staff, builders, business owners, financial institutions, the County of Oxford, funeral homes, and the Alcohol and Gaming Commission of Ontario.

Adhere to all policies and procedures for the Town.

Perform other duties as assigned by Supervisor or Director.

Qualifications

Two (2) years of Community College Diploma.

Two (2) years of related experience in a customer‑service capacity, preferably in a municipal environment.

Working knowledge of municipal government legislation.

Excellent customer service skills with patience, empathy, and problem‑solving ability.

Excellent communication skills with the ability to interact with the general public, employees, and government agencies in a professional manner.

Ability to enter data accurately while managing multiple tasks.

Ability to remain seated for long periods and work in an open office environment.

Ability to prioritize multiple issues and meet deadlines in a fast‑paced, customer‑focused environment.

Working knowledge of Town policies, bylaws and access‑to‑information guidelines.

Good computer skills and experience with various software, with a demonstrated ability to learn new systems required for services offered at the Customer Service Centre.

Bondable and experience navigating the cash‑balancing process, which can include larger sums of payments.

Ability to problem‑solve and find alternative solutions to problems customers face.

Criminal record check required (police record check for all new employees).

The Town of Tillsonburg is an equal‑opportunity employer. All information collected will be used in accordance with the Municipal Freedom of Information and Protection of Privacy Act for the purpose of job selection.

We thank all applicants for their interest, but will only contact those invited for an interview.

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