Customer Relations Representative

Summary of Duties:

Reports to the Manager, Service London Operations through the Coordinator, Customer Service.  Responds to complaints and inquiries from the general public, elected officials and City staff regarding by-laws and the maintenance of City infrastructure.

Work Performed:

• Receive, respond to and record complaints and inquiries received through various channels regarding city property, streets, parks, garbage/recycling programs, by-law enforcement, construction administration and property standards, according to established protocols; redirect calls to appropriate operational staff as necessary.
• Relay information/responses received from other staff for inquiries requiring additional information.
• Dispatch urgent or emergency calls to operations supervisor.
• Provide service to Private Drain Connection repair applications: locate private drain connections by accessing files and electronic documents; complete work order form for signature by property owner; forward copied work order form to Sewer Operations and file additional copy.
• Respond to inquiries regarding infrastructure: view online roadside drawings locate easements; and update Lawyer’s Letters database according to easement locations.
• Provide information to City staff and the public regarding property line locations, easements, sewer locations, or other related information by accessing city maps and providing a measurement which is automatically calculated. Also access utility company websites for information.
• File plans and drawings and complete other clerical work.
• Perform related duties as assigned.

Qualifications:

Completion of a one-year Community College Certificate in Office Administration, Business or a related field.

Experience:

One year of previous related experience is required.

Specialized Training & Licenses:

Skills and abilities in the following areas are necessary:

Demonstrated consistent excellence in delivering customer service.

Demonstrated proficiency in word processing, spreadsheets and various software.

Excellent verbal and written communication skills.

Compensation & Other Information:

$45,891 - $63,961 (Level 8)

This posting is for two (2) temporary full-time up to 1 year positions.

Current hours of Work: Monday - Friday from 8:30 a.m. to 4:30 p.m. 

Work Arrangement: Hybrid after training period. Subject to change in accordance with business requirements.

These hours of work are subject to change in accordance with the Collective Agreement and may include evening hours and Saturdays.

NOTE: Applicants may be required to complete a job related test.

Police Record Check:

The successful candidate will be required to complete a Criminal Record Check.