Bilingual Customer Inquiries Clerk Full-time Job

Job Summary

This position involves responding to customer inquiries in English/French via telephone and email, inputting handwritten tickets into the system, handling payment processing, and providing administrative assistance to the Parking Enforcement team.

Duties and Responsibilities

The chosen candidate, reporting to the Manager of Office Services, will undertake the following responsibilities:

• Address customer inquiries in English/French via telephone and email concerning parking enforcement services and programs.
• Handle and resolve service requests received through the City’s 311 Call Centre.
• Conduct research and draft written correspondence in English/French regarding parking enforcement matters received by email, mail, or Council offices.
• Input and scan handwritten parking tickets within specified deadlines.
• Process payments by cheque or debit/credit card in adherence to City policies and procedures.
• Compile the department’s payments for the daily deposit, ensuring the accuracy of all deposited amounts.
• Engage in essential administrative cross-training and business continuity practices to uphold Office Services Unit policies, procedures, and services.
• Coordinate registration for the private security officer training program.
• Support and contribute to continuous improvement initiatives.
• Perform other duties as assigned.

Skills and Qualifications

• College diploma or university degree with 2-5 years of relevant experience or equivalent combination of related experience and education is required.
• 2-5 years of exceptional customer service and communication skills essential for resolving issues and educating the public on parking-related matters is required.
• Proficiency in both oral and written French language skills is required.
• Demonstrated ability to accept and reconcile payments via debit and credit, including daily balancing and reconciliation is required.
• Proficiency in using automated cash processing machinery (Point of Sale) is required.
• Typing speed of 60 words per minute with 95% accuracy is required.
• Ability to maintain composure, confidentiality, and perform well under pressure, particularly when dealing with difficult customers.
• Strong computer skills, including proficiency with MS Office applications (Outlook, Word, Excel); familiarity with Infor software is an asset.
• Knowledge of the City's parking enforcement by-laws and the Provincial Offences Act is advantageous.