Customer Service Clerk III

Job title:

Customer Service Clerk III

Company

City of Guelph

Job description

Position OverviewThe successful candidate in this position will excel in a multi-tasking environment, possess a strong background in financial and payroll administration, excellent organizational and interpersonal skills providing high-quality customer service to both internal and external clients and support the Departments continuous improvement initiatives. This position supports Divisions at all 3 Environmental Services sites. Guided by the goals and objectives of the City’s Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Vision for an inclusive, connected and prosperous city.Key duties and responsibilities

• Provide exceptional and professional customer service to both external and internal customers, via telephone, letter, e-mail, website, in-person which may include customer complaint resolution, information dissemination, customer appointment scheduling.
• Process service requests and work orders for recording and tracking purposes.
• Support various Departmental programs as required.
• Provide financial assistance which may include preparation of purchase orders, cheque requisitions, cash handling, maintain billing processes and data, preparation of rebates for various programs, invoice payments, progress payments, journal entries, balancing and processing daily cash deposits, petty cash and float management and account reconciliation for reimbursement.
• Prepare payroll time and attendance preparation, tracking and reporting.
• Provide administrative support to Environmental Services Divisions which may include phone system operation and administration, filing, document preparation, all event/call logging.
• Attend meetings as required; prepare record meeting agendas and minutes.
• Provide Departmental support in the records, documents and maintenance management system.
• KPI tracking for customer inquiries and concerns.
• Ordering, tracking inventory supplies and assist with inventory count records.
• Office supply maintenance and ordering.
• Maintain electronic tracking/log of customer complaints/concerns and reporting.
• Maintain information including physical and electronic records; archiving of documentation and physical moving of files boxes and other documents from various locations to centralized file area, scanning and saving documentation electronically.
• Assist with the maintenance of regulatory compliance documents and policies as needed which may include environmental, health and safety, or municipal etc.
• Support arrangements for Divisional meetings and events and related arrangements.
• Coordinate and maintain on-call weekly schedule and communicate appropriately.
• Manage on-site sign-in/out requirements including tracking and reporting as required.
• Participate in City User Group Meetings when required.
• Liaise and/or communicate with other corporate divisions, and external agencies which may include consultants, contractors, other municipalities or public groups etc.
• Provide back up and support coworkers and departmental administration in their absence or when required.
• Perform other related duties as assigned.

Qualifications and requirements

• Experience related to the duties listed above, normally acquired through the completion of a minimum Grade 12 Diploma and 1-2 years experience providing customer service in an office environment, preferably in a municipal setting, with the ability to resolve customer inquiries/complaints both in-person, by email, and over the phone using sound judgement and decision-making skills. Candidates with an equivalent education and experience may be considered.
• Experience in financial administration; purchase orders/requisitions, cheque requisitions, accounts payable, accounts receivable, journal entries and cash handling.
• Experience in managing payroll functions (time and attendance entry, monitoring and reporting, ability to understand Collective Agreement requirements as they relate to payroll, etc.)
• Ability to work in an efficient manner and be detail-oriented with a high level of accuracy.
• Ability to work on your own and in a team environment and enjoy sharing knowledge and ideas with others.
• Ability to resolve complex customer inquiries/complaints in-person, by email and over the phone using sound judgement and decision-making skills.
• Organizational skills with the ability to manage multiple tasks in a demanding environment and meet deadlines and timelines.
• Knowledge and experience in managing payroll functions.
• Must possess intermediate computer skills with Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Excellent oral & written skills with the ability to communicate with all levels of staff, stakeholders and the general public.
• Must demonstrate initiative, positive workplace behaviors and the ability to ask questions, identify issues & concerns, research and find resolutions.
• Ability to problem solve, analyze and interpret technical and numerical information.
• Knowledge of WAM, JD Edwards, Kronos, AMANDA and experience with other related software would be an asset.
• Must be able to acknowledge, work with and maintain sensitive and confidential material.

Hours of work35 hours per week, between the hours of 8:00 a.m. – 4:30 p.m., Monday to Friday.Pay/SalaryCUPE 973 Grade 6: $27.61 – $33.90 per hourHow to applyQualified applicants are invited to apply using our online application system by March 6, 2025. Please note all applicants must complete the online questionnaire specific to this position at the time they submit their resume and cover letter in order to be considered.The City of Guelph is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where employees feel welcome, valued and engaged. Our employment policies strictly prohibit all forms of discrimination on any of the grounds in relevant laws. All employment practices are solely based on individual merit, qualifications, and organization’s needs at the time. In keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, we are committed to working with and providing reasonable accommodation for qualified individuals in our job application procedures. If you need an accommodation in order to participate in the hiring process, you may contact us to make your needs known in advance.Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.

Expected salary

$27.61 – 33.9 per hour

Location

Guelph, ON

Job date

Sun, 02 Mar 2025 06:04:45 GMT

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