24 Oct
City of Barrie
Barrie
Posted: Wednesday, October 23, 2024
Job Number: PC-24-67
Job Type: Permanent Full-time, Union
Position Closing Date: Wednesday, November 06, 2024 at 11:59pm
Choose Barrie
The City of Barrie is a vibrant, progressive, and growing community with deep connections to our heritage, to nature and to the opportunities surrounding us.
Our community values quality of life; the ability to play year-round with 300 hectares of park space, our beautiful waterfront, our lively downtown core and the nearby hills, wetlands, and forests. We also value connections; to our neighbours and the community, to our road and rail network, and to the opportunity Barrie provides to enjoy life.
Everything Barrie has to offer,
from the water we drink to the roads we travel on, has one thing in common - municipal workers. Joining a municipality is one of the most rewarding, engaging, and exciting careers you could choose. It is a career you can take pride in knowing that every day you make a positive impact on an entire community. We are one team, with one goal and we all work together to continue making our community great.
The Opportunity
Access Barrie combines customer service, marketing and communications, and transit and parking strategy. This strategic portfolio reflects the importance and need for the City to easily and efficiently connect the people who live and work in Barrie to the people, places, services and information that matters to them. Marketing and Communications work closely with staff from all departments, the Mayor, CAO and City Council to develop corporate communications plans and marketing strategies in support of City initiatives, programs and services.
Under the general guidance and direction of the Supervisor, the Service Barrie Customer Service Representative position is responsible for providing frontline customer service regarding the City's services, procedures, practices, policies, and programs. Specifically, this position receives a high volume of inquiries, requests and/or complaints through various channels of communication; identifies customer needs; responds using research and data gathered from the knowledge base and customer relationship management (CRM) software and/or transfers inquiries and/or requests requiring specialized or technical information to the applicable City subject matter expert(s) for action and response. Additionally, this position processes various transactions and payments for City services and programs.
Overall, this position plays an integral role in providing centralized, consistent customer service to internal and external customers with respect to the wide range of City services and programs.
Our Culture And Qualifications Of The Job
Corporate Culture: Your workplace values align with our corporate values of Strive, Share and Care and you want to join us in providing exceptional services and programs to build a prosperous, growing and sustainable community.
Education (degree/diploma/certifications)
- Two (2) year College Diploma in Office Administration, Business or related discipline
Don’t meet the credentials as outlined but have years of directly related experience? Please see the City’s Education Equivalency Policy to determine if you may qualify for equivalency. Further information is available at www.barrie.ca/government-news/jobs
- Position Equivalency Code: B
Experience
- Three (3) years of experience performing duties related to the above mentioned major responsibilities
- Demonstrated experience in an office work environment
- Demonstrated experience in a front facing Customer Service role
Knowledge/Skill/Ability
- General knowledge of the following legislation, regulations, or requirements: AODA accessibility standards, MFIPPA
- General knowledge of the following principles and standards: customer service delivery standards and techniques; municipal, regional,
provincial and federal government services and programs; administrative processes and procedures, records management practices, and general office equipment operation; cash handling and management practices
- Demonstrated Ability to:
- maintain a high standard of public relations at all times; develop, promote and maintain effective and collaborative liason with City Employees, the general public and other stakeholders on a daily basis
- work collaboratively in a group setting to achieve a desired objective, goal, or outcome
- deal with difficult customers, diffuse emotionally-charged situations and resolve customer issues in a diplomatic and professional manner
- exercise discretion and judgment when handling confidential, sensitive, and/or controversial information and ensures the security of such information and/or files,
maintain confidentiality in accordance with the Municipal Freedom of Information and Protection of Privacy Act
- listen to, interpret, and understand information and ideas presented both verbally and written
- enter, transcribe, record, store, and maintain information in written or electronic form into various technology software solutions
- operate a cash receipt system, balance cash and prepare daily deposits
- prioritize and process a high volume of email, telephone and/or in person inquiries, requests and/or complaints
- multitask and prioritize conflicting priorities and work demands within a fast paced work environment, always with the Citizens as priority
- have a strong comfort level with training peers and customizing training delivery style to ensure best outcome
- Intermediate skills include: Attention to Detail; Interpersonal; Organizational; Prioritization; Problem Solving; Professionalism; Research; Teamwork; Time Management; Training; Verbal Communication; Written Communication
- Advanced skills include: Collaboration; Customer Service; Judgment
- Basic computer literacy using the following systems and software: electronic systems capability to interact with numerous software and database systems including Great Plains, SunGard, Accela, CityWorks, GIS Portals (3), Sharepoint, Ticket Tracer, Nordat, CEM, Avaya AACC (contact centre phone system), iCity, MyRide, iWork
- Intermediate computer literacy using the following systems and software: Microsoft Office Suite (Excel,
Outlook, PowerPoint, Word) the Internet
- Availability, as assigned, to assist with after-hours questions, concerns, or emergencies; to attend evening/weekend meetings or special events; or to work outside of designated normal hours per week
Conditions of Employment
- Satisfactory Criminal Record Check*
- Please note that this is a requirement of the position for any new employees to the City of Barrie in accordance with the Police Record Check Procedure. Existing employees who have met this criteria will be exempt from this requirement.
Other Important Information
Location: City Hall, 70 Collier Street, Barrie, Ontario
- Please note that the City has a Hybrid Work Program Policy in place that may allow for a hybrid work arrangement for employees who meet eligibility requirements.
Hours: The normal hours of work are 35 hours per week in accordance with the Collective Agreement.
Wage: This position is within the CUPE Local 2380 Bargaining Unit with the following pay level and 2024 pay range:
- Pay Level: Level 5
- Yearly Salary: $57,785.00 to $69,214.60
- Hourly Pay Rate: $31.75 to $38.03
Benefits: This position includes a comprehensive union benefit plan, including but not limited to extended health and dental coverage, life and accident insurance, paid vacation and sick days, short/long term disability plans, OMERS pension plan, discounted rate for City Fitness Memberships and much more.
How to Apply: Click the ‘Apply Now’ button at the top and/or bottom of the job posting to start the application process. Please note that emailed applications will not be considered.
The City of Barrie is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness and welcomes applications from qualified individuals of diverse backgrounds. We are committed to providing barrier-free and accessible employment practices and we will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. If contacted for an employment opportunity, please advise if you require Code-protected accommodation and we will work with you to meet your needs.
The job posting has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this position. It may not contain a comprehensive inventory of all duties and responsibilities required of employees to do this job. For full position details, please request a copy of the job description by emailing [email protected].
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▶️ Service Barrie Customer Service Representative
🖊️ City of Barrie
📍 Barrie