Customer Service Associate

The City of Richmond is committed to be the most appealing, livable, well-managed community in Canada, a goal that is only made possible by developing our most valuable asset – our people. This is a great opportunity to join our team and shape our community. The City of Richmond offers competitive pay programs, comprehensive benefits and attractive incentives. If you are looking to make a difference, and to share our vision “to be the most appealing, livable, and well-managed community in Canada”, then please apply.

Overview

This is public contact work of moderate variety and complexity performed in the central City Hall customer service unit.

Examples of key responsibilities include, but are not limited to:

• Disseminate information in response to customer enquiries, which require extensive knowledge of the City's functions and divisional responsibilities and services.
• Operate a switchboard and a point of sale (POS) system and use a variety of software applications in responding to enquiries.
• Process routine applications for a variety of permits, and receive payments.
• Receive payments for sales of all city maps, publications, bylaws and various promotional materials.
• Respond to enquiries related to information contained in the Amanda and Richmond Interactive Maps (RIM) Software Systems.
• Interpret and print section, zoning, sanitary sewer, right of way, water maps and other related City Records (including survey certificates & building drawings).
• Issue and collect fees pertaining to, dog licences, parking permits, taxes (property & utility), water sprinkling permits, and garbage disposal vouchers, Municipal Ticket information (MTi) tickets, tree bylaw fines, and other bylaw related tickets.
• Coordinate the use of City Hall for rentals, tours, events, displays and equipment; answer rental inquiries and create rental agreements for potential renters and users of City Hall.
• Prepare and maintain reports showing facility usage and revenues.
• Set-up tables and chairs for special events and meetings when required; may include providing assistance to Building Service Staff. Receive equipment shipments, packages, goods and/or purchases for various City Departments within City Hall.
• Set-up room requirements (supplies, paper, and blinds) and AV equipment as required.
• Respond via email and phone to customer enquiries and complaints.
• Provide clerical support, as required.

Knowledge, Skills & Abilities:

• Considerable knowledge of Point of Sale (POS) cashiering and clerical methods and procedures related to the work performed.
• Ability to perform multiple tasks simultaneously; work well under pressure; deal with stressful situations with professionalism.
• Sound knowledge of bylaws, procedures, policies and regulations related to the work performed.
• Sound knowledge of departmental reference material and automated information systems related to the work performed.
• Working knowledge of the roles of other departments as related to the work performed.
• Ability to perform cashiering duties accurately with minimal supervision.
• Ability to deal effectively and courteously with the public and maintain effective working relationships with other employees.
• Ability to extract factual information from a variety of sources and to assist in the compilation of material for departmental handouts.
• Ability to operate a computer terminal and peripheral equipment in checking and/or extracting information from municipal databases, including the Richmond Interactive Maps (RIM).
• Ability to answer rental related inquiries; coordinate tours, events and displays; create rental agreements.
• Ability to set-up AV equipment in Council Chambers and/or meeting rooms as required.
• Experience in operating a high volume computerized switchboard.
• Ability to perform accurate calculations and process application fees.
• Intermediate skill with Microsoft Office applications (Word, Excel, and Outlook).
• Working knowledge of Amanda, Tempest, Hansen, microfilm and other City applications.
• Ability to use REDMS or a similar records management system.
• Ability to work in a team environment.
• Ability to successfully pass a Police Information Check.

Qualifications and Experience:

Successful completion of Grade 12 or equivalent, supplemented by up to one (1) year of courses related to business administration, communications or customer service plus a minimum of one (1) year of related work experience in office administration and customer service. Experience involving public contact in a Municipal environment is preferred. An equivalent combination of related training, education, and experience may be considered. Proficiency in a second language is considered an asset.

Working Conditions:

Work is performed in front-of-house environment and is the first contact when the public enter the building. There is sometimes exposure to disagreeable conditions which include verbal abuse, threats, rudeness and the risk of potential violence. Some physical effort is required which involves moving, carrying, pushing and/or pulling equipment or furniture that may weigh up to 10 kgs (22 lbs).

Additional Information: