Customer Experience Representative (Kawartha Lakes)

Job Description Specific to this role: Responsibilities - Respond to customer needs in accordance with established policies and procedures (including tracking of inquiries and follow‑up), providing service in person, over the telephone, and online for customers accessing City services, including, but not limited to: - Handle general and specialized customer inquiries. - Process payments. - Create service requests for action. - Administer licenses, permits, and certificates. - Serve as Commissioner of Oaths and provide affidavit services. - Support customers in the completion of various municipal documents. - Perform daily cash balancing and financial reconciliation. - Enter data and prepare letters. - Administer defined procedures and recommend solutions to challenges or process improvements. - Respond to customer service concerns, investigate, problem‑solve, and respond within defined processes, escalating to the team lead or manager as appropriate. - Maintain documentation, databases, and corporate records in accordance with policy and divisional practice, including consideration of legislative municipal requirements. - Provide data to allow reporting and decision making. - Procure services and goods as authorized by the manager. - Perform other related duties as assigned. Qualifications - Post‑secondary diploma in Office Administration, Municipal Administration or a related field. - Minimum three (3) years of related progressive experience, preferably in a municipal environment (or similar) with multi‑service provision knowledge. - Working knowledge and understanding of a multitude of municipal services and related legislation. - Effective oral communication and robust interpersonal skills; excellent written communication skills; attention to detail and accuracy. - Demonstrated customer service skills at a level to develop and maintain cooperative/collaborative working relationships both within and outside the organization. - Demonstrated time‑management skills with the ability to prioritize workloads and meet deadlines with minimal supervision. - Demonstrated ability to exercise discretion and tact and maintain a high degree of confidentiality at all times, complying with all applicable privacy legislation and local policies and procedures. - Demonstrated proficiency in Microsoft Office, the internet, and any other related software. - Possess and maintain a valid Ontario Class G Drivers Licence or the ability to frequently attend work‑related activities at various sites. #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2nzilc