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Customer Service Representative/Communications Coordinator

Position Summary

The Customer Service Representative/Communications Coordinator is the first point of contact for the public, handling inquiries and directing requests within the office. This role is integral to the day-to-day operations of the Township, providing essential administrative support to ensure the smooth execution of routine tasks and activities. Additionally, the position collaborates with the Clerk & Manager of Legislative Services to implement effective communication strategies that foster community engagement across multiple platforms, supporting both internal and external initiatives. The ability to manage multiple priorities and occasionally work under deadline pressures is a key aspect of this role.

Principle Responsibilities 

Customer Service

• Acts as first point of contact in the office for the public, answering inquiries over the telephone or in-person, provides information and refers callers/visitors to appropriate staff member when required.
• Processes and distributes all incoming and outgoing mail, deliveries, and emails, including taxes and planning notices.
• Processes and files administrative changes on accounts and tax certificates including email and mailing address updates.

Administrative Support

• Provides general administrative support to Township’s Administration, including but not limited to: Chief Administrative Officer, Clerk, Public Works Manager, Fire Chief/Health & Safety Coordinator, Chief Building Official, Treasurer and Drainage Superintendent.   
• Responsible for the proper operation of the phone system, postage meter and photocopier and contacting the appropriate service provider for troubleshooting, service, maintenance, etc.
• Assists with the creation of tickets for locate requests and close out locate requests for Ontario 1 Call, as directed.
• Assists with the administration of and issuance of lottery licenses. 
• Assisting in the preparation of the agenda, minutes, preparing Council packages and arrange for distribution.

Records Management

• Scans and captures municipal documents into an Electronic Document Management System (Laserfiche) and ensures scan quality and accuracy.
• Inputs document metadata into Laserfiche.
• Stores and classifies documents into Laserfiche according to The Ontario Municipal Records Management System (TOMRMS).
• Works with Clerk to identify document retention periods and assist with the destruction and archival of municipal records.
• Assists municipal staff with various document searches and document requests.

Corporate Communications

• Assist the Clerk & Manager of Legislative Services with:
  • creating, editing, and publishing content across social media, the Township website, and internal communication channels;
  • monitoring and managing social media accounts, including comments or posts the Township is mentioned in; and,
  • drafting newsletters, press releases, and other communication materials.
• Assists with the Township’s website, adding new information, updating existing information, posting notices, events, etc.

Other Responsibilities

• Assists with updating the Township's Emergency Plan, as directed.
• Responsible for the maintenance and distribution of up-to-date third party pamphlets, flyers, in municipal office lobby.
• Responsible for the creation of the bulletin board in municipal office lobby.  Ensures information on board is up-to-date and accurate.
• Purchase office supplies and materials, including paper, printer cartridges/toner, etc.
• Arranges for catering when required.
• Assists with Kerwood park rentals.
• Carries out other duties as assigned.

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