Customer Service Assistant

POSITION DESCRIPTION

Department: Corporate Services
Reports to: Sr. Customer Service Administrator
Effective Date: September 2007
Positions Supervised: 0
Revised Date: April 2024

POSITION SUMMARY:

Working at the front desk of the County’s main Administration building, this position provides general knowledge and access to information of services provided by the County to the public and administrative support to various departments within the County.

KEY ACCOUNTABILITIES:

• Provides the following services: 
  • Provides front counter, electronic mail, and telephone service, dealing with customers in respect to a wide range of needs quickly and efficiently.
  • Assists the Coordinator of Customer Service with policy and procedure development, implementation and maintenance as they relate to customer service.
  • Performs all clerical procedures relating to cash functions, including handling, processing data input and banking of payments received for multiple departments.
  • Liaise with Finance to create, distribute invoices and monitor/collect outstanding accounts.
  • Acts as a customer solutions and service provider, displaying extensive knowledge of all customer-related activities in the County and those of other government agencies.
  • Develops and maintains positive working relationships with the public, the media and area municipalities. ▪ Administers and processes all incoming, outgoing and interdepartmental mail and courier service.
  • Performs back-up support for other administrative functions as required.
  • Perform administrative duties supporting programs across various departments including monitoring schedules, timelines, application submissions, and general program oversight.
  • Maintains and updates electronic file and record-keeping systems for various departments
  • Provides administrative support to management and supervisors by drafting, and reviewing agreements, letters, forms and other various documents.
• Receives and attempts to resolve service-related complaints, concerns and questions in a timely and responsive manner. Refers and escalates to the appropriate individual as necessary.
• Liaise with Area Municipalities, government agencies, internal stakeholders, community stakeholders, contractors, and members of the public as necessary and appropriate.
• Support the organization’s programs and services by promoting the County’s Strategic Plan, best practices, internal policies, and applicable legislation, to meet service excellence standards and uphold Oxford’s vision, mission and values.
• Understanding of role specific health and safety responsibilities, and ensured compliance with internal and external safety policies, procedures, and legislation, including the Occupational Health and Safety Act.
• Acts as a commissioner in administering of oaths, declarations and taking of affidavits in accordance with legislation
• Performs other duties as assigned..

QUALIFICATIONS FOR SUCCESS:

• Post-secondary education in Office Administration, Business Administration, or related discipline.
• Demonstrated administrative experience supporting Senior Level Management. Experience working in a municipal environment is an asset.
• An equivalent combination of education and experience may be considered.
• Ability to demonstrate the required competencies for this position in alignment with Oxford County’s competency framework.
• Demonstrated ability to prioritize multiple deadlines, changing priorities, and attention to detail while taking direction from multiple individuals.
• Demonstrated ability to work independently, show initiative and innovation, and collaboratively as a team.
• Broad knowledge and understanding of County services and those of other government agencies for referral purposes.
• Excellent organizational, communication, collaboration, interpersonal and customer service skills.
• Technologically savvy; proficient in MS Office, Adobe Creative Suite, Great Plains, Paradigm, Cartegraph, and other work order/asset management or financial management software considered an asset; adaptability to new technology and strong computer knowledge.
• Knowledge of relevant trends, legislation and regulations related to Corporate Services and Public Works departmental functions/programs, Demonstrates knowledge of problem solving, complaint and conflict resolution techniques.

COMPETENCIES FOR SUCCESS:

• Professional
• Emerging Leader

WORKING CONDITIONS:

• Works in an office environment with frequent keyboarding. 
• Sitting for extended periods of time.
• Occasional lifting of heavy boxes.
• May interact with difficult customers.