Service Barrie Customer Service Representative (Candidate Pool)

Choose Barrie

The City of Barrie is a vibrant, progressive, and growing community with deep connections to our heritage, to nature and to the opportunities surrounding us.

Our community values quality of life; the ability to play year-round with 300 hectares of park space, our beautiful waterfront, our lively downtown core and the nearby hills, wetlands, and forests. We also value connections; to our neighbours and the community, to our road and rail network, and to the opportunity Barrie provides to enjoy life.

Everything Barrie has to offer, from the water we drink to the roads we travel on, has one thing in common - municipal workers. Joining a municipality is one of the most rewarding, engaging, and exciting careers you could choose. It is a career you can take pride in knowing that every day you make a positive impact on an entire community. We are one team, with one goal and we all work together to continue making our community great.

The Opportunity

The Department: Access Barrie combines customer service, marketing and communications, and transit and parking strategy. This strategic portfolio reflects the importance and need for the City to easily and efficiently connect the people who live and work in Barrie to the people, places, services and information that matters to them. Marketing and Communications work closely with staff from all departments, the Mayor, CAO and City Council to develop corporate communications plans and marketing strategies in support of City initiatives, programs and services.

The Position: Under the general guidance and direction of the Supervisor of Service Barrie, the Service Barrie Customer Service Representative position is responsible for providing frontline customer service regarding the City’s services, procedures, practices, policies, and programs. Specifically, this position receives inquiries, requests and/or complaints through various channels of communication; identifies customer needs; responds using research and data gathered from the knowledge base and customer relationship management (CRM) software and/or transfers inquiries and/or requests requiring specialized or technical information to the applicable City subject matter expert(s) for action and response. Additionally, this position processes various transactions and payments for City services and programs. Overall, this position plays an integral role in providing centralized, consistent customer service to internal and external customers with respect to the wide range of City services and programs.

The Candidate Pool:The City of Barrie is accepting applications for future temporary full-time Service Barrie Customer Service Representative vacancies. The Customer Service Department is establishing an eligibility list of qualified candidates who will be considered for future temporary full-time Service Barrie Customer Service Representative vacancies. Applying to this candidate pool enables a candidate’s application to be maintained on file so that they may be considered should a temporary full-time vacancy become available. The eligibility list will remain in effect for a maximum of nine (9) months, unless depleted before that time. The administration of this candidate pool will be done in accordance with Article 13:06 of the Collective Agreement.

Our Culture and Qualifications of the Job

Corporate Culture

• Your workplace values align with our corporate values of Strive, Share and Care and you want to join us in providing exceptional services and programs to build a prosperous, growing and sustainable community

Education(degree/diploma/certifications)

• Two (2) year College Diploma in Office Administration, Business or related discipline

Experience

• Three (3) years of experience performing duties related to the above mentioned major responsibilities
• Demonstrated experience in an office work environment

Knowledge/Skill/Ability

• General knowledge of the following principles and standards: customer service delivery standards and techniques; municipal, regional, provincial and federal government services and programs; administrative processes and procedures, records management practices, and general office equipment operation; cash handling and management practices
• Demonstrated Ability to:
• maintain a high standard of public relations at all times
  • work collaboratively in a group setting to achieve a desired objective, goal, or outcome
  • develop, promote, and maintain effective and collaborative liaison with City employees, the general public and other stakeholders
  • shift back and forth between multiple activities while maintaining concentration
  • exercise discretion and judgment when handling confidential, sensitive, and/or controversial information and ensures the security of such information and/or files
  • maintain confidentiality in accordance with the Municipal Freedom of Information and Protection of Privacy Act
  • deal with difficult customers, diffuse emotionally-charged situations and resolve customer issues in a diplomatic and professional manner
  • listen to, interpret, and understand information and ideas presented verbally
  • enter, transcribe, record, store, and maintain information in written or electronic form
  • operate a cash register, balance cash and prepare daily deposits
  • prioritize and process a high volume of email, telephone and/or in person inquiries, requests and/or complaints
  • input information efficiently and accurately into technology software solutions
  • multitask and prioritize conflicting priorities and work demands within a fast paced work environment
  • accurately enter data, maintain records, and provide information to customers in a timely and efficient manner within a fast paced work environment
• Intermediate skills include: Attention to Detail; Customer Service; Interpersonal; Organizational; Prioritization; Problem Solving; Professionalism; Research; Teamwork; Time Management; Verbal Communication; Written Communication
• Basic computer literacy using the following systems and software: electronic systems capability to interact with numerous software and database systems including Great Plains, SunGard, Accela, CityWorks, GIS Portals (3), Sharepoint, Ticket Tracer, Nordat, CEM, Avaya AACC (contact centre phone system), iCity, MyRide, iWork
• Intermediate computer literacy using the following systems and software: Microsoft Office Suite (Excel, Outlook, PowerPoint, Word) the Internet
• Availability to accommodate deadlines or peak period workloads that may extend beyond designated normal workday hours or normal hours per week

Conditions of Employment

• Satisfactory Criminal Record Check*

(*Please note that this is a requirement of the position for anynewemployees to the City of Barrie in accordance with thePolice Record Check Procedure. Existing employees will be grandfathered from this requirement.)

Other Important Information

Location: City Hall, 70 Collier Street, Barrie, Ontario

Hours: The normal hours of work are 35 hours per week in accordance with the Collective Agreement.

Wage: This position is within the CUPE Local 2380 Bargaining Unit with the following pay level and 2022 pay range:

• Pay Level: Level 4
• Yearly Salary: $49,849.80 to $59,696.00 per year
• Hourly Pay Rate: $27.39 to $32.80 per hour

Benefits:May be applicable depending on job type and/or length of employment.

Don’t meet the credentials as outlined but have years of directly related experience? Please see the City’s Education Equivalency Procedure to determine if you may qualify for equivalency. Further information is available at www.barrie.ca/JobOpps.

• Position Equivalency Code: B

Please note that verification of educational credentials will be required from the preferred candidate prior to an employment offer.

The City of Barrie is an equal opportunity employer, and we will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process.

Disclaimer: The job posting has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties and responsibilities required of employees to do this job. For full position details, please request a copy of the Job Description by emailingHR.Recruitment@Barrie.ca.

We thank all applicants and advise that only those selected for an interview will be contacted.