Customer Service Representative Full-time Job

Job Summary

Under the supervision of Supervisor Fibre Technical Services, the Customer Service Representative receives and processes permit applications and payments following the SOP and Cash handling Policies. The position will provide information to the Fibre to the Home (FTTH) project team and customers as it relates to the FTTH project, provide back up and support to others within the FTTH team, attends meetings and contributes to the efficiencies of the permit administration for the FTTH project.  

Duties and Responsibilities

Reporting to the Supervisor fibre Technical Services, the successful candidate will bring value to the team through efficiently completing the permit administration process for the Fibre to the Home project.

• Responds to e-mail, telephone or fax inquiries; provides guidance and answers questions regarding FTTH processes, counter services, and refers inquiries to the  appropriate City sections or staff for assistance. 
• Receives permits applications and ensures that all required application information and associated documentation is submitted and correct. 
• Enters and processes permit applications in an enterprise system accurately and in a timely manner. 
• Tracks permit application progress, enters updated information and processes the permits 
• Advises applicants of the status of  their permit application and the required fees and/or security deposits payments 
• Receives and processes payments and deposits, including Letters of Credit ensuring compliance with Cash Handling Policies 
• Assigns correct GL accounts to payments and issues receipts 
• Ensures the safe keeping of funds and sensitive information and maintains records 
• Assists with the reconciliation of daily revenues and bank deposits, including armoured courier pick up as required 
• Interacts and collaborates with other divisions and sections regarding permit process, fee payments, security deposits and other counter services 
• Attends and participates in team meetings and other meetings and keeps up to date with changes procedures 
• Provides back-up support to the Permit Administration Staff, FTTH project staff, and Public Utilities Coordination 
• Performs other duties as assigned

Skills and Qualifications

• Post-secondary education in Business Administration or a related field 
• Minimum 3 years of  counter/customer service experience dealing with permits and/or payments 
• Excellent interpersonal and customer service skills along with demonstrated commitment to service excellence, quality and client communication 
• Experience in cash handling procedures, including reconciling daily cash and Point of Sales transactions and preparation of bank deposits 
• Strong attention to detail and math skills are required to ensure correct payments are processed and allocated to the appropriate account numbers 
• Excellent verbal and written communications skills with the ability to explain complex procedures to customers and others 
• Strong computer skills with proficiency with Excel, SQL, Word, powerpoint, and an understanding of database systems 
• Proficient with Infor Public Sector Enterprise System 
• Able to deal with irate/difficult customers as well as stressful and unpredictable situations 
• Ability to work well under pressure and prioritize what needs to be done
• Able to handle heavy workloads and able to multitask on a regular basis 
• Strong organizational and interpersonal skills combined with the ability to work productively and collaboratively with the immediate team, staff, residents, contractors and external agencies 
• Ability to work independently with minimal supervision as well as work collaboratively in a team environment 
• Must maintain a high standard of confidentiality with sensitive information