CUSTOMER SERVICE ASSOCIATE

Job Description

JOB TITLE: Customer Service Associate

DEPARTMENT: Corporate Support Services

POSTING NUMBER:  106551

NUMBER OF POSITIONS:  1

JOB STATUS & DURATION:  Full Time Permanent

HOURS OF WORK:  35 hour workweek / shift work / variable hours

LOCATION: Hybrid Model*– when working onsite, you will report to the location of West Tower.

SALARY GRADE:  9

STARTING SALARY:  $1,110.90 per week

JOB TYPE:  Union

POSTING DATE:  April 16, 2025

CLOSING DATE:  April 24, 2025

AREA OF RESPONSIBILITY:

Reporting to the Supervisor, Service Brampton, to act as first point of customer contact for the City’s multi-channel, multi-location 24x7 Contact Centre and 311 Service, Cashiers and Service Brampton Centre(s).  This includes answering and managing public inquiries for non-emergency information and/or services in-person or via telephone, email, mail, online and other social media communication channels as well as payment processing, reconciliation and cash handling. 

• Act as first point of customer contact for the City of Brampton in-person or via the telephone, email, mail, online and other social media communication channels.
• Receive, assess, respond/refer to, dispatch, and follow-up on customer inquiries regarding City information, programs, special events, and requests for non-emergency City services.
• Receive, accept and process payments through approved intake methods.
• Perform daily payment transaction balancing, funds for deposit and lock box processing, account adjustments and revenue report preparation.
• Maintain confidentiality, security awareness, cash safekeeping and handling.
• Manage customer inquiries and/or requests with potential to escalate.
• Respond to, refer or transfer, and record customer inquiries that cannot be resolved at first point of contact to appropriate City department, employee or other government levels, agencies and external organizations.
• Record, maintain and compile statistics about all customer inquiries, and assist with information management.
• Maintain current event and customer awareness, recognize and take appropriate action toward trends or changes in types of inquiries and/or nature of questions presented.
• Participate in training of new employees on operating procedures and systems.
• Perform other similar and related duties as required and assigned. 

SELECTION CRITERIA:

EDUCATION:

• High school (Grade 12) graduation plus an additional program of up to one year in General Arts & Science or equivalent education. 

EXPERIENCE:

• Over one (1) year, up to and including two (2) years experience in a similar inbound customer service contact centre environment. 

OTHER SKILLS AND ASSETS:

• Demonstrated experience in a computerized contact centre environment: conducting internet searches, operating multi-line telephone systems with call centre features.
• Experience in an office and customer service environment, with knowledge of cash handling, Point-of-Sale terminals and electronic transactions, and the ability to work in a high-volume fast-paced environment.
• Exceptional written and verbal communication and interpersonal skills with an emphasis on customer service.
• Strong time management and organizational skills with a mathematical aptitude, and attention to detail for accuracy in data entry and reconciliations.
• Working knowledge of MS Office, standard office equipment, and data entry applications.
• Familiarity with two-way radio systems is an asset.
• Ability to work assigned variable shifts, including days, evenings and/or nights.
• Superior telephone communication ability including good etiquette, voice quality, articulation and listening skills.
• Able to work independently and as part of a team.
• Multilingualism and knowledge of municipal functions are assets. 

**Various tests and/or exams may be administered as part of the selection criteria.

#LI-Hybrid

Interview:  Our recruitment process may be completed with video conference technology.

Applicants who do not meet the educational requirements but have direct related experience may be considered.

As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation.  Any changes affecting this position will be communicated as information becomes available. *Our Hybrid Model is subject to change.  

If this opportunity matches your interest and experience, please apply online by clicking the button above quoting reference #106551 by April 24, 2025, and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.

As part of the application process, applicants will be invited to complete a self-identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions.  Should you wish to opt out of completing the survey, please select “prefer not to answer” as a response to each question.  All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the surveys will not be identifiable.  The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.

Please be advised, the City of Brampton uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition.

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