By-Law, Citizen Service Representative

As one of Southern Ontario’s fastest growing cities, with its mix of urban and rural areas, Vaughan is an in-demand place to live and work. Vaughan is considered one of Canada’s most family friendly cities with a dynamic and diverse population of over 300,000.  With one of the top performing economies, a growing tourism industry and an enviable portfolio of recreational and cultural venues, this is the place where you want to be.

Responsible for: 

The By-Law, Citizen Service Representative is responsible for providing superior front-line customer service and administrative functions in a fast paced, time sensitive political environment; including researching, assessing, reviewing and processing information; data compilation and reporting; and other administrative duties/functions, as required.

Responsibilities

Client Services

• Provides telephone, email, counter and dispatch services for the department by responding to routine enquiries and complaints from the public and staff. Transfers/directs enquiries to appropriate staff members, City departments and/or external agencies. Responds to base radio and dispatches calls to appropriate staff, as required.
• Demonstrates sound and independent judgement and superior customer service, with the ability to routinely, and in a professional and tactful manner, work under pressure in stressful situations, and deal with conflict, sensitive and confidential issues.
• Reviews, qualifies and processes applications and agreements, issues permits, licenses, exemptions, etc., enters/posts required information into the appropriate software program.
• Ensures documents having time sensitive deadlines are completed/processed within appropriate timelines.
• Identifies and escalates potential health/safety concerns as high priority (using sound judgement and discretion) and dispatches officers immediately and/or contacts York Regional Police, appropriate department and/or agency.

Business Support

• Prepares, composes and responds to correspondence and statistical information, documentation and/or requests for information as required. Schedules appointments and meetings as required.
• Researches materials and keeps current with policies, procedures and related legislation.
• Compiles, maintains and distributes statistical information and activity reports as required.
• Maintains asset inventory, arranging service and maintenance of equipment as required, including liaising with internal departments and outside service providers to assist in identifying issues.
• Places orders to replenish supplies as required, confirms receipt of goods, prepares payment of invoices, requisitions and purchase orders, including data entry on related software.
• Performs fax/scan, printing and photocopy duties and maintains established filing systems, preparing documents for archiving, and any related record management functions.
• Processes incoming and outgoing mail, email, faxes.
• Prepares payment reconciliation reports for review by the Supervisor and processes approved payments to suppliers and service providers, including the Ministry of Transportation.
• Processes administrative monetary penalties, including scheduling of dispute appointments, accepting payments, responding to inquiries, aging delinquent accounts, and preparing summary reports.

Other Duties

• Responsible for ensuring compliance with the Occupational Health and Safety Act and Regulations and the corporate Occupational Health and Safety Policy and related Procedures.
• Provides back-up support to other administrative functions and performs other related duties, as assigned, necessary departmental and corporate objectives, including those that may occur in unplanned or emergency situations.

Qualifications and experience: 

• Successful completion of a three (3) year College Diploma in Business Administration or legal field, or suitable equivalent.
• Minimum of three (3) years of administrative and customer service experience, preferably in a municipal law enforcement and licensing environment.
• Demonstrated knowledge and application of business writing skills and abilities.
• Demonstrated ability to interact effectively and courteously with all levels of staff, the general public and other agencies.
• Demonstrated working knowledge and understanding of relevant regulatory by-laws, codes, acts, legislation, policies, procedures, including knowledge and understanding of business enterprise as it relates to business registration.
• Effective oral and written communication, interpersonal and grammatical skills with demonstrated active listening and customer service skills. Ability to understand and formulate responses in a timely manner using problem solving skills, tact and diplomacy.
• Highly proficient keyboarding, filing (alpha, numeric, chronological) and record keeping skills. Proficiency utilizing and applying technology to tasks with the ability to operate job related equipment including the use of computer software and systems to effectively carry out the duties of the position.
• Possess analytical, sound and independent judgement and decision-making abilities coupled with the ability to deal with sensitive and confidential issues. Knowledge of Municipal Freedom of Information and Protection of Privacy Act, and all other related legislation.
• Ability to work independently in a fast paced/time sensitive political environment, processing and managing a high volume of work.
• Proven analytical thinking skills in order to analyze issues and formulate solutions, with a demonstrated ability to extract relevant information.
• Must be flexible in work schedules with the ability to work shifts, including evenings, weekends and holidays, as required and in accordance with the Collective Agreement.
• Proven ability to effectively recognize and resolve customer conflicts and mediate disputes by anticipating client needs. Ability to promote and be accountable for customer service.
• Knowledge of, and demonstrated ability in, the City’s core competencies and relevant functional competencies.
• Successful candidate will be required to submit a clear Criminal Record Check from an accredited police service, prior to commencing employment.

In addition to offering a competitive compensation package, we have a strong focus on health and wellness, including fitness facilities and family-focused benefits.

If you are an energetic person who is interested in bringing your knowledge and passion to the City of Vaughan, please apply on or before Friday July 31^st at: City of Vaughan - By-Law, Citizen Service Representative.

Please note that only candidates selected for interviews will be contacted.

The City of Vaughan is committed to diversity and inclusivity in employment and welcomes applications from qualified individuals of diverse backgrounds. The City of Vaughan is also committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs.