Scope of Position:

ServiceNorfolk Agents are the public face of Norfolk County, responding to customer inquiries, service requests and concerns related to municipal services.

Team members are enthusiastic County ambassadors who put the customer first in everything they do. They are patient, empathetic and friendly, and are able to solve any problem with professionalism and a positive attitude.

The majority of the position is performed in a call centre environment but also includes email, online and in-person counter service in Simcoe and Delhi.

Responsibilities include preparation of service requests and inquiries; providing clarification and explanation of bylaws, regulations, policies and procedures; updating computerized records; and, performing cash management functions to collect revenue for Norfolk County.

Position Description:

• Act as a general ambassador for Norfolk County, providing assistance to customers accessing a wide range of municipal services
• Perform large volumes of customer transactions that include payments, document intake and processing, providing information, and answering general inquiries.
• Provide information and services in response to customer inquiries via phone, email, in person or customer service portal.
• Provide property tax services including processing tax payments, issuing receipts, providing forms, answering inquiries relating to billing, collection and penalty and interest procedures.
• Provide collection and issuance of permits, fees and fines including burn permits, building permit fees, planning application fees, rental fees, parking and by-law fines etc.
• Operate a point of sale terminal to process complete payment transactions including receiving money, making change, issuing and balancing receipts, preparing documentation and making bank deposits.
• Communicate appropriate information and/or instructions to departments and field personnel using client relationship management software and/or Work Orders/SharePoint, email and telephone.
• Respond to inbound calls from customers to answer their inquiries regarding County programs and services.
• Resolve problems by clarifying issues and determining customer needs and requirements; researching and exploring solutions; escalating unresolved problems.
• Recommend solutions in the event the County is not responsible for the service requested or is a contracted service.
• Maintain customer account information and document all transactions performed in appropriate databases and computer programs.
• Ensure inquiries are appropriately dealt with by providing documents, information and assisting the public and community stakeholders/partner.
• Redirect inquiries of a more complicated nature to the appropriate area for technical expertise to ensure customer satisfaction.
• To provide collection and fees and fines including burn permits, building permit fees, planning application fees, rental fees, parking and by-law fines etc.
• Act as Deputy Division Registrarfor the issuance of Marriage Licenses and burial permits.
• Maintain a strong knowledge of County services, service issues, department/division structures and responsibilities as well as a general knowledge of provincial and federal government services.
• Provide records management assistance and related administrative duties including but not limited to routine correspondence, incoming and outgoing mail and courier, asset management tracking, promotional materials for front counter use and new resident packages, and various special projects to assist the department and division.
• Open and close front-counter facilities, maintain security and report maintenance deficiencies as required.

• Promotes high standard of customer service to the public as well as to all internal customers.

• Maintain a thorough understanding of business units and processes and assist with updating the knowledgebase system.
• To participate on a wide-variety of committees and/or working groups on behalf of Corporate Services as required
• To establish work priorities and schedules to ensure necessary timelines are met
• Performs other duties as assigned.

Requirements

Knowledge and Experience:

• Post-secondary diploma in customer service, public administration, business administration.
• Plus a minimum of 2 years experience in front-line customer service environment.
• Experience with municipal government and a broad understanding of the services offered by all levels of government.
• Call Centre experience and point of sale system experience would be an asset.
• Experience with Diamond - Great Plains, Xplor, Salesforce and SharePoint would be an asset.

Skills and Abilities:

• Ability to maintain professionalism and positive attitude at all times
• Ability to communicate clearly and effectively both orally and in writing demonstrating skill in adapting diverse communication techniques to evaluate situations, identify problems and exercise sound independent judgement within established guidelines.
• Ability to be accountable to high performance standards.
• Ability to maintain confidentiality of sensitive information.
• Knowledge of regulations, bylaws and other policies and procedures related to all aspects of municipal service, including water/wastewater, property taxation, licensing, permits and applications.

• Knowledge of Norfolk County's organizational structure, including services provided by the various departments.

• Familiarity with programs/services, functions, policies, and governance structure in a municipal government environment as well as other levels of government and external agencies.

• Principles and practices of customer service, including the ability to put the customer at the core of everything you do
• Ability to diplomatically resolve customer issues and de-escalate stressful situations strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• Collect, organize and analyze information to respond to customer inquiries.
• Handle large sums of money, keep records of account and perform cash balancing, in accordance with cash handling policies and procedures.
• Accurately perform complex mathematical calculations.
• Interpret various maps and computer-based mapping tools (GIS) for the purpose of communicating information and responding to service requests.
• Process a large volume of records and transactions while maintaining close attention to detail.
• Interpret, apply and explain established policies and procedures.
• Work in a team-based environment and achieve common goals.
• Valid Ontario driver's license and access to a reliable vehicle.

• Computer expertise in Microsoft Office Suite, including Word, Excel, Outlook, SharePoint and Teams.

• Knowledge of department specific software including but not limited to Diamond/Great Plains, PEARL and Xplor.
• Demonstrated ability to handle multiple priorities, organize workload and meet deadlines.
• 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.

Benefits

Posting #: CUPE 70.24

Position: ServiceNorfolk Agent (Front Counter and Call Centre)

Status: Temporary Full Time (date of hire to approximately December 20, 2024)

Employee Group: CUPE Local 4700

Salary: $26.95 - $33.65 per hour

Division: Corporate Services

Department: Corporate Communications and Customer Service

Reports To: Supervisor, ServiceNorfolk

Location: Simcoe/Delhi and alternate pop-up locations throughout the County

Posting Period: September 5, 2024 to September 19, 2024

Application information:

· Ensure the file extension for your resume document is .doc, .docx or .pdf

· If you are electing to include a cover letter, the cover letter and resume must be uploaded as 1 file.

· Find out more information about Norfolk County here: Employment at Norfolk County - NorfolkCounty.ca

The Corporation of Norfolk County is an equal opportunity employer. Accessibility accommodations are available for all parts of the recruitment process. Applicants need to make their needs known in advance.

Successful applicants are required to provide the Employer with a current Criminal Record Check, including a Vulnerable Sector where required and verification of education.

Thank you for your interest in this position. Only those to be interviewed will be contacted.