Customer Service Agent (Part-Time)

 

Fort Erie bridges big city entrepreneurial opportunities with small-town charm and lifestyle. Quality of life is incomparable with its strong values, a dynamic work environment and easy access to modern amenities complemented by small-town ambience, warmth and welcome. Along with an array of historical sites, natural beauty and beaches, recreational trails, excellent fishing, birding and cycling, and a gateway to Buffalo via the Peace Bridge, Fort Erie has so much to offer!

 

The Town of Fort Erie is a diverse and welcoming community.  Come join our team of dedicated, professional and committed co-workers and put your mark on something that is exciting and rewarding.  We are recruiting people who share our values of teamwork, respect, honesty and commitment.  Our mission is to lead and serve Fort Erie by pursuing opportunities, leveraging partnerships and managing our resources to achieve prosperity.

The Customer Service Agent is the first point of contact for members of the public contacting or visiting Town Hall. Responsible for providing quality and professional customer service by accepting payments and responding to enquiries related to Town programs, services and information resulting in a positive customer service experience in a team setting. The Customer Service Agent also serves as Deputy Division Registrar for Vital Statistics.

The ideal candidate will have successfully completed an Ontario Secondary School Diploma (OSSD) or equivalent plus an additional program of more than one (1) and up to two (2) years in Accounting, Business Administration, or a similar program. The candidate will also have over one (1) year, up to and including two (2) years of experience in a cashiering, customer service, and/or municipal office environment. Experience in a multi-service environment, with a strong customer service focus and a demonstrated commitment to providing effective, professional service, will be considered an asset. A valid Ontario driver’s license, with a driving record acceptable to the Corporation, is also required.

 

The starting hourly rate for this position is $31.66.

 

Fort Erie: A Community for Everyone

 

The deadline for receiving applications is 12:00 pm on Thursday, September 3, 2026. For more information and to apply for this position please visit www.forterie.ca.

 

The Town of Fort Erie is an equal opportunity employer. Accommodation is available to candidates upon request. We thank all applicants for their interest, only those advancing through the recruitment process will be contacted.  Personal information is collected under the Municipal Act, 2001 to determine employment suitability.

 

Department:             Office of the CAO

Division:                   Customer Service

Reports to:               Manager of Corporate and Community Initiatives

Position Objective

The Customer Service Agent is the first point of contact for members of the public contacting or visiting Town Hall. Responsible for providing quality and professional customer service by accepting payments and responding to enquiries related to Town programs, services and information resulting in a positive customer service experience in a team setting. The Customer Service Agent also serves as Deputy Division Registrar for Vital Statistics.

 

Duties & Responsibilities

1.    Receive, direct and respond to telephone, electronic and in-person enquiries and visitors; provide effective and efficient service when responding to customer enquiries and requests for products and services; respond directly to tax and water account information requests; refer customers to the appropriate contact for additional service if required.  

2.    Transfer knowledge to customer with the goal to resolve the customer’s concern at first point of contact without escalating further. Create CRM (Customer Relationship Management) notations on property files, where appropriate create a work order and ensure history is recorded accurately and in a timely manner.

3.    Process customer payments (in-person/mail/electronic) for various services, including water and sewer bills, property taxes, business taxes, license/permit fees, development charges, parking tickets, property standards tickets, and other charges; issue receipts as required; update accounts.

4.    Process and record payments and verify personal data related to transit bus passes on behalf of the Niagara Region.

5.    Ensure security of cash and payments; process night deposits; prepare daily balance reports; prepare daily bank deposits in accordance with Corporation practices. Collect payments from drop box at Leisureplex and Town Hall utilizing safe money handling procedures.

6.    Operate telephone system by receiving/directing calls and responding to callers’ inquiries at first point of contact when possible; record and deliver messages to appropriate work units; trouble-shooting operational issues; assist with voicemail administration; update/distribute internal telephone directory; liaise with answering service.

7.    Receive and assist with forms and applications, such as various licenses and permits, ensuring completeness before sending on to department responsible for processing.

8.    Receive/sort/distribute incoming mail and courier packages; receive and time/date stamp tenders and quotations.

9.    Monitor access to shipping and receiving area; lock/unlock main doors; maintain public displays

10. Process vital statistics including marriage license applications and burial permits; register deaths and stillbirths; answer related inquiries; prepare, file and submit associated forms and documents; order necessary supplies, all in accordance with relevant legislation.

11. Perform duties of Commissioner of Oaths and take affidavits, declarations and affirmations in a confidential and tactful manner.

12. Process parking tickets; prepare related notices and letters; calculate costs and prepare reporting and remittances, all in accordance with Provincial Offences Act and accessing the Ministry of Transportation ARIS system.

13. Process Property Information Status Requests (PISR’s) by inputting and consolidating requested information from various departments.

14. Prepare regular remittances and invoices and reports on Town services.

15. Maintain current knowledge of Corporation services, policies and procedures utilizing dashboard WIKIS (knowledge base); inform customers of changes and recommend services that might better suit individual needs; maintain and update customer service procedures.

 

Education & Experience

·         Education (Knowledge) – OSSD or equivalent plus an additional program of over one up to two years in accounting, business administration or similar program.

·         Experience & Training – Over one year, up to and including two years’ experience in a cashiering, customer service, and/or municipal office environment with multi-service provisions including advanced customer service orientation with a focus on ensuring provision of effective, professional service an asset.

·         Valid Ontario driver’s license with a driving record acceptable to the Corporation  

 

Knowledge

·         Applied, technical knowledge of computers and office and financial applications (i.e. MS Office, HCL Notes, tax/water systems, CRM) and typical office equipment

·         Applied technical knowledge of telephone systems/consoles

·         Applied knowledge of customer service standards

·         Applied technical knowledge of municipal services, policies and procedures

·         Applied technical knowledge of processing payment transactions

·         Specific knowledge of:

o   Provincial Offences Act

o   Marriage Act

o   Building Code Act

o   Vital Statistics Act, and

o   associated forms and procedures

·         Applied Technical  knowledge of accepted accounting and/or business procedures

·         Applied Technical knowledge of collections and bailiff procedures and processes

Skills and Ability

·         Demonstrated ability to problem-solve through active listening combined with a commitment to delivering a superior customer experience

·         Exercise discretion and respect confidentiality, especially with grieving family members and members of the public dealing with financial hardship

·         Detailed knowledge and competency in computer applications and sophisticated billing and collection related software

·         Proven aptitude for learning various software applications

·         Demonstrated ability to work as a member of a team and work independently in a high activity level department with a high degree of accuracy and reliability

·         Advanced data search and entry

·         Strong mathematical abilities, analytical skills and accurate record keeping

·         Exceptional interpersonal/public relations/complaint resolution/customer service communication skills (empathy, teamwork, positive attitude, upbeat energy, professionalism and tact).

·         Ability to prioritize demands, meet deadlines and perform multiple tasks simultaneously

·         Adapts to change, learns and practices new skills

Direction of Others

Direction of others is not normally part of the job requirement, but there may be a requirement to show others how to perform tasks or duties.

 

Work Demands

·         Judgement – Most assignments are covered by well-defined methods and procedures. (Many telephone and electronic communications require discretion and tact). Some latitude exists for organizing work or exercising judgement within established guidelines (Working within tight timelines). Most unusual problems are referred to the supervisor (or appropriate co-worker) only escalated problems are referred to the supervisor.

·         Sensory Demands – Frequent effort (Activity occurs several times daily almost every day or approximately 75% of the time). Concentration is necessary for processing payments, handling cash and competing multiple demands. Visual and/or listening attention with little choice of action to seek relief.

·         Physical Effort - Frequent effort (approximately 75% of the time): Activities such as keyboarding, standing, stooping, crouching, kneeling, lifting, pushing/pulling awkward objects, prolonged periods of sitting.

·         Dexterity - Coordination of fine movements where speed is a moderate consideration.

·         Accountability - Incorrect or inappropriate recommendations/decisions/actions have obvious effects on financial implications, some embarrassment to the Municipality, reduced service to the public, minor adverse effects on clients and requires intervention by senior staff to deal with repercussions.

·         Safety of Others - Little degree of care required to prevent injury or harm to others.

·         Contacts – Deal with or settle requests, complaints or clarification of information. (Exceptional interpersonal/public relations/complaint resolution/ customer service communication skills including empathy, teamwork, positive attitude, upbeat energy, professionalism and tact)

·         Disagreeable Conditions - Minor conditions of frequent exposure (Some exposure to rudeness and profanity; changes in temperature, some exposure to smells and illness through customer contact)