Access Richmond Hill Advisor

Position Summary

Reporting to the Access Richmond Hill Coordinator, the Access Richmond Hill Advisor is the first point of contact and provides first tier support for residents, visitors and businesses requiring access to City programs and services. You will receive, resolve and respond to enquiries and routine issues on a wide variety of subjects pertaining to the City, as well as process bill payments.

Key Duties and Responsibilities

• Respond to general and routine enquiries with the goal of first call resolution
• Provide information regarding City programs and services
• Provide backup for Richmond Hill's central switchboard
• Create and input service requests for complaints about City programs and services, or other requests for work from residents, visitors and businesses
• Educate callers and communicate service levels for requests to ensure expectations are managed accordingly
• Follow up to ensure action has been taken
• Provide in person service for payment processing
• Access accounts, post payments, provide change and receipts, and balance all daily transactions
• Process sales for blue boxes, green bins, garbage tags and issue marriage licenses
• Process employee/resident program registrations and take payments
• Create Freedom of Information and Routine Disclosure requests with payment processing
• Check for completion and accuracy of information on marriage license applications in accordance with provincial legislation before issuing
• Balance receipts to payments posted
• Count money, balance till, reconcile payments
• Respond to enquiries from the general public, Mayor's office or other internal City staff and redirect or create service requests
• Provide written responses to resident enquiries using appropriate business/email etiquette, or existing templates for common enquiries as appropriate
• Create customized responses for unique enquiries
• Leverage multiple business unit applications to retrieve information, manage inquiries, and process payments

Duties and Responsibilities Cont'd (if applicable)

Education and Experience

• High school diploma
• 2 years related experience

Required Skills/Knowledge

• Proficient in Microsoft Office Suite
• Experience with municipal or other payment processing systems (i.e. payment processing for taxes, water, etc.)
• Problem solving skills
• Experience handling cash and other payment methods
• Experience dealing with various types of customers
• Demonstrates the corporate values of care, collaboration, courage and service
• Demonstrates good judgment and makes sound decisions
• Shows commitment to personal growth, development, and leadership opportunities
• Shares new ideas and challenges the status quo
• Proven written and verbal communication skills with the ability to communicate with honesty, openness, respect, and trust
• Takes initiative to participate in a culture of learning, mentoring, and sharing
• Contributes to building and being a part of a positive culture

• Demonstrate the City’s corporate values of care, collaboration, courage and service

Leadership Competencies