Main Purpose & Function 
Revenue Services is the consolidated service counter for routine, high volume transactions for the City Hall campus. This moderately complex clerical position is responsible for assisting the public in a professional manner by conducting such tasks as processing payments, clarifying/resolving billing issues, initiating adjustments to accounts, processing requests for specific forms or services, providing financial and account information and answering questions pertaining to legislation, bylaws or Division policies and/or procedures.  The Customer Service Representative (CSR) is expected to develop expertise in a wide range of subjects including but not limited to: property taxes, Empty Homes Tax (EHT), utilities, bylaw fines, business license renewals, dog licenses, residential parking permits, security alarm permits, commercial decals and miscellaneous accounts receivables.  Incumbents may oversee the work of a small group of employees performing routine tasks. 

Specific Duties & Responsibilities

The CSR is expected to develop expertise on a number of subjects, not limited to: property taxes, EHT, utilities, bylaw fines, residential parking permits, business license renewals, dog licenses, commercial decals, security alarm permits, miscellaneous account receivables and others as new business is taken on by the department. Overall range of responsibilities may include, but is not limited to, the following:

• Provides prompt and accurate responses to inquiries, issues and complaints (in person, by phone or in writing) from the general public by obtaining the pertinent information from various sources, including other City departments. Facilitates the resolution of billing and collection issues and clarifies and conveys the same to the enquirer.
• Accepts and processes payments in accordance with established Division policies and procedures, makes change and issues receipts. For mailed payments, use complex remittance processing hardware and software to scan, image and apply payments in bulk to accounts. Prepare cheque payments for deposit to bank.
• Compiles, checks, matches, researches and verifies source documents with payments in order to record, process, balance and reconcile transactions or reports in accordance with established divisional guidelines, policies and procedures
• Distributes additional reference materials or forms to customers as required with the use of multiple computer applications (Tempest, Amanda, Posse, Quickweb) or online services. Adheres to strict confidentiality standards when preparing or distributing sensitive documents or information. 
• Understands detailed financial information, legislation, bylaws, policies and procedures and interprets the same to customers
• Reviews, accepts and processes complex applications
• Investigates payment and correspondence issues and escalates unresolved issues to the appropriate staff or departments
• Prepares supporting documentation for account adjustments based on advises and communications with customers and provides the general public guidance on online payment and application procedures
• Maintains performance standards and statistics
• Occasionally assists in contacting customers to make arrangements for payment
• Performs a variety of clerical tasks for senior Division staff
• May assist in the training of staff and provide direction to Office Support Clerk II’s engaged in a variety of routine office duties
• Completes special projects assigned by the supervisor
• Other duties/responsibilities as assigned 

Qualifications

Education and Experience:

• Completion of Grade 12, supplemented by some accounting/business courses or an equivalent combination of training and experience.

Knowledge, Skills and Abilities:

• At least two years of customer service and cash handling experience required.
• Good working knowledge of office procedures, practices and equipment.
• Strong communication skills, excellent interpersonal skills to deal effectively with external and internal customers; able to retain composure in encounters with upset or hostile customers and be able to escalate as required;
• Able to understand financial information and interpret the same to customers; able to listen effectively and empathize with customers and be able to provide them with accurate and thorough information that satisfies their queries;
• Able to understand legislation, regulations and bylaws and convey the same to customers; demonstrated willingness to learn complex subject matter and quickly recall essential information;
• Proficiency with computers and programs such as MS Office (Outlook, Excel, Word); high processing/data entry speed; minimum keyboarding skill of 40wpm;
• Basic business arithmetic; accurate and attentive to detail; investigative aptitude; problem solving abilities.
• Able to work within established guidelines with little direct supervision;
• Must be willing to work at a computer terminal for extended periods of time.

Business Unit/Department: Finance, Risk & Supply Chain Management (1150) 

Affiliation: CUPE 15 Non Pks 

Employment Type: Temporary Full Time 

Position Start Date: July 2024 

Position End Date: August, 2024 

Salary Information: Pay Grade GR-015: $29.2 to $34.3 per hour

Number of Vacancies: 2

Main Purpose and Function
Performs routine to skilled maintenance and cleaning of ice rinks, dressing rooms, refrigeration plants and surrounding facilities, assists in janitorial and preventative maintenance duties, performs related duties required or assigned.  Is actively responsible for a variety of functions and activities related to the preventive maintenance and repairs of ice rink surface using the ice resurfacing machine and performs routine janitorial job functions.  Work is performed as assigned or on a rotating shift basis.

Specific Duties/Responsibilities

• Operates services and maintains ice rink surfaces and refrigeration plants and related equipment
• Scrapes, floods and paints lines, maintains ice surface in proper and safe conditions using the ice resurface, edging equipment and hosing methods
• Changes and adjusts blade on ice resurfacing machine, inspection checks and records operating hours, machine and battery conditions 
• Cleans, inspects and makes minor repairs on the rink board system
• Inspects and assists in rink glass replacement process
• Maintains rink dressing room cleanliness, inspects condition and records/reports to supervisor
• Keeps ice rink and facility areas, walkways and equipment clean, serviced and safe
• Maintains  daily records pertaining to the ice rink refrigeration operation and overall building
• Performs and assists the Maintenance Technician in completing general maintenance and shut down and/or start up by following safety operating procedure on the refrigeration plant system
• Connects, assists access for trades and contractors in completing building maintenance and service  
• Reviews and monitors refrigeration plant maintenance activities to ensure compliance with BCSA – BC Safety Authority and Regulations 
• Assists in reporting and preventing facility vandalism
• Performs basic preventive maintenance and lubrication on pumps, motors and related equipment
• Secures facilities and grounds for the purpose of minimizing property damage, loss and liability and ensuring safety at work site
• Maintains a cooperative working relationship with those contacted in the course of work
• Performs routine janitorial job functions and responsibilities
• Cleans changing rooms and washrooms
• Ensures proper labeling, dilution and use of all chemicals
• Wears proper personal protective equipment at all times
• Cleans grounds and parking lots of litter, glass or other debris
• Removes snow from sidewalks, driveways and parking areas, using snowplows, snow blowers and snow shovels and spreading ice melt/salt in areas
• Monitors building security and safety be performing such tasks as locking doors after operating hours and opening doors for regular operating hours, checking to ensure that hazards are not created or prevented
• Plays an active role in reporting and investigating emergency situations 
• Makes rounds of the building and grounds at regular intervals at night inspecting doors, windows, and locks to see that they are properly and securely fastened
• Observes appearances and conditions of premises and equipment, reports needed repairs, service, safety hazards or conditions requiring attention to the supervisor
• Replaces light bulbs and fluorescent tubes and tags accordantly if ballast failure
• Coordinates the work of janitorial team by assigning, scheduling and assessing the competition of work and tasks
• Ensures quality control and best practices by inspecting work in progress and upon competition
• May assist in completing monthly workplace inspections as required
• May work independently with little or no supervision
• Completes other duties/responsibilities as assigned

Minimum Position Requirements

Required Training, Certifications and Experience:

• Completion of Grade 10; preferable supplemented by technical training related to the work plus some related experience; completion of a recognized program in building service work OR an equivalent combination of training and experience.  
• Ice Facility Operator or Refrigeration Operator (5th class refrigeration) Certificate from the BC Safety Authority.
• Valid driver’s license required – Drivers abstract

Preferences:

• High School Diploma or GED
• At least two (2) years of related experience or an equivalent combination of education and experience related to the job description

Knowledge, Skills and Abilities:

• Knowledge of operations, maintenance and requirements of an ice rink and refrigeration plant and overall recreation facility
• Knowledge of basic preventative maintenance of pumps, motors, safety equipment and other items related to an ice rink and refrigeration plant
• Knowledge of operating and maintaining a variety of ice rink facilities and equipment
• Basic knowledge of janitorial and grounds maintenance practices
• Knowledge of safety procedures and equipment related to the work
• Ability to maintain accurate records and files
• Ability to interpret, apply and explain policies, procedures and guidelines
• Ability to understand and following oral and written directions
• Knowledge and understanding of the Emergency Evacuation Procedures and knowing your key responsibility
• Ability to perform a variety of routine manual tasks in care, cleaning and general maintenance of building  
• Good communication and interpersonal skills
• Good client/customer service skills
• Ability to follow oral and written instructions
• Ability to prioritize multiple tasks
• Ability to work effectively with a team
• Ability to work independently as needed to support the group effort
• Ability to follow instructions and procedures
• Ability to explain and demonstrate instructions and guidelines to others effectively
• Ability to train, organize and coordinate the work of the team
• Ability to operate and use janitorial tools, equipment and supplies
• Knowledge of occupational hazards and safety rules and regulations and understanding on utilizing WHMIS –MSDS
• Ability to work a non-standard work schedule

Candidates must attach the following records and satisfy the City’s driving requirements to be considered for this role:

• Copy of your five-year ICBC Commercial Driver’s Abstract (N Print) directly from ICBC dated within 30 days of this posting
• Copy of your five-year ICBC Driver’s Claims History directly from ICBC within 30 days of this posting

**Drivers who have moved to B.C. during the past five years will be required to provide their Driver’s Abstract and Driver’s Claims History from their previous place of residence.

The City’s COVID-19 vaccination policy is currently suspended and as a result, vaccination against COVID-19 is not required at this time. However, should circumstances change and the City deem it necessary to re-introduce such policy, you may be required to provide proof of vaccination against COVID-19 in order to be eligible to continue performing your duties.

Business Unit/Department: Board of Parks & Recreation (1400) 

Affiliation: CUPE 15 Parks 

Employment Type: Auxiliary/Casual 

Position Start Date: Immediately  

Salary Information: Pay Grade GR-015: $29.2 to $34.3 per hour

Application Close: Open until filled