Customer Service Representative - City of Mississauga, Mississauga

What you'll do

As a Customer Service Representative with the City of Mississauga, you will play a vital role in supporting the Fibre to the Home (FTTH) project. Under the supervision of the Supervisor, Fibre Technical Services, you will be responsible for efficiently managing the permit administration processes, handling payments, and providing essential information to both the project team and customers. This role is key to ensuring smooth operations and contributing to the overall efficiency of the FTTH initiative within the City of Mississauga.

• Respond to email, telephone, or fax inquiries, providing guidance and answers regarding FTTH processes, counter services, and referring complex inquiries to appropriate City staff.
• Receive permit applications, ensuring all required application information and associated documentation are submitted and correct.
• Accurately and timely enter and process permit applications within an enterprise system.
• Track permit application progress, entering updated information and processing permits through various stages.
• Advise applicants on the status of their permit application and communicate required fees and/or security deposit payments.
• Receive and process payments and deposits, including Letters of Credit, ensuring strict compliance with Cash Handling Policies.
• Assign correct GL accounts to payments and issue receipts.
• Ensure the safekeeping of funds and sensitive information, maintaining meticulous records.
• Assist with the reconciliation of daily revenues and bank deposits, including coordinating armoured courier pick-ups as required.
• Interact and collaborate with other divisions and sections regarding permit processes, fee payments, security deposits, and other counter services.
• Attend and participate in team meetings and other relevant meetings, staying up-to-date with changes in procedures.
• Provide back-up support to Permit Administration Staff, FTTH project staff, and Public Utilities Coordination.
• Perform other duties as assigned to support the team and project.

Requirements

To excel in this Customer Service Representative role, you will bring a combination of educational background, practical experience, and strong interpersonal skills. The ideal candidate will have a proven track record in customer service, particularly in environments dealing with permits and financial transactions, demonstrating a commitment to service excellence and meticulous attention to detail.

• Post-secondary education in Business Administration or a related field.
• Minimum 3 years of counter/customer service experience, specifically dealing with permits and/or payments.
• Excellent interpersonal and customer service skills, coupled with a demonstrated commitment to service excellence, quality, and client communication.
• Experience in cash handling procedures, including reconciling daily cash and Point of Sales transactions, and preparing bank deposits.
• Strong attention to detail and mathematical skills to ensure correct payments are processed and allocated to appropriate account numbers.
• Excellent verbal and written communication skills with the ability to clearly explain complex procedures to customers and colleagues.
• Strong computer skills, proficient with Excel, Word, and PowerPoint, and an understanding of database systems.
• Proficiency with Infor Public Sector Enterprise System.
• Ability to effectively deal with difficult or upset customers, as well as stressful and unpredictable situations.
• Ability to work well under pressure and prioritize tasks effectively.
• Capable of handling heavy workloads and multitasking 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 collaboratively in a team environment.
• Must maintain a high standard of confidentiality with sensitive information.

About the City of Mississauga

The City of Mississauga is a dynamic and growing municipality committed to serving its residents and fostering a vibrant community. As an employer, the City strives to create a respectful and supportive workplace that embraces equity, diversity, and inclusion, reflecting the diverse communities it serves. Joining the City of Mississauga means contributing to public services and being part of an organization dedicated to continuous improvement and community well-being.

The City of Mississauga is an Equal Opportunity Employer, dedicated to removing barriers in its selection process for people with visible and invisible disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, the City provides accommodations throughout the recruitment, selection, and/or assessment process to applicants with disabilities. If selected to participate, candidates can complete an Accommodation Request Form to inform Human Resources of any required accommodations.

Compensation and Perks

This temporary Customer Service Representative position offers a competitive hourly rate ranging from $30.05 to $40.06 for a 35-hour work week. The role operates under a hybrid work model, providing flexibility while ensuring collaboration. Employees are required to be onsite at the Mavis Yard: Common Building office 3 days per week, with the remaining days allowing for remote work. Specific in-office days may be set by the team or department to support business needs and team collaboration.