Customer Service Ambassador (Full-Time)
Date Posted: February 4, 2025
Closing Date: February 18, 2025 by 4:00 p.m.
Job Type: Permanent Full-Time
A career at the Town of Collingwood is more than a job; it's a pathway to thrive. Here, you'll be part of a leading-edge team working together to provide excellent services, progressive and accountable decision-making, collaboration and advocacy based on our values of leadership, integrity, respect, excellence, and financial stewardship.
If this resonates with you and you're passionate about creating meaningful community impact, then read on!
The Opportunity
Reporting to the Customer Service Manager, Customer Service Ambassadors perform various tasks associated with providing exceptional customer service and information to the public regarding all Town services in line with the Town of Collingwood Common Service Standards. This position responds to customer enquiries and concerns, researches information, liaises with internal staff and contracted service providers regarding customer complaints, then facilitates responses with the public accordingly. This position acts as an ambassador for the Town in dealings with the public and always displays a positive image. This position also supports various reception, administrative and cashier functions for the Parks, Recreation & Culture (PRC) department including checking in/out facility users, program registrations for programs, payment of fees, establishing memberships, directing patrons to appropriate programs or resources as required. The main duties and responsibilities of the position are in the areas of customer service support, cashier services, and other division functions.
What You Will Do
- Provide exceptional customer service both externally and internally including the provision of quality in-person, front-counter customer services
- Secure opening and closing of the main doors in the Town Hall administration building or aquatics centre customer service office
- Answer calls from the main switchboard, relay calls and messages, or direct calls
- Respond to incoming email received to Town Hall and PRC general accounts, following the Customer Service Standards by researching information and liaising with internal staff to provide accurate information to the public
- Provide interpretation of guidelines and procedures, and support in completing documents and forms, to customers and residents.
- Respond to enquiries for PRC regarding rental facility costs, amenities, booking availability, account enquiries, concerns, cancellations and booking charges, and follow-up as needed. Document concerns and forward information to appropriate department staff for investigation.
- Sort and distribute incoming mail, process outgoing mail, document incoming cheques and cash, order supplies for and fill the postage meter, and send and receive courier packages.
- Process business and individual customer transactions, determining that eligibility requirements are met and obtaining required documentation.
- Respond to general tax inquiries; provide tax status information to homeowners and lawyers. Co-ordinate first attendance for parking ticket early resolution payment, and parking ticket system updating.
- Handle cash, cheque, debit and/or credit transactions with customers for various Town services including but not limited to the issuance of dog tags, garbage tags, bus passes, recreation admissions, pool passes, parking passes, etc. Maintain accurate records of incoming cheques and cash received to the Customer Service Counter.
- Process Town accounts receivable payments against customer accounts and apply payments to applicable invoices. Oversee for Town Hall, order office supplies and maintain inventory, ensure office equipment is operational.
Skills and Experience
- Excellent administrative, communication, interpersonal, organizational, time management, and public relations skills, together with the ability to use tact and discretion and to deal courteously and effectively with the public and fellow staff members.
- Ability to multi-task, cope with interruptions and work under pressure to meet multiple deadlines, exercise discretion and good judgment particularly when handling highly confidential/sensitive information. Possess a high level of initiative and personal integrity.
- Working knowledge of Windows and Microsoft Office applications, database management, and office equipment. Knowledge of Great Plains and PerfectMind software an asset.
Qualifications
- Ontario Secondary School Diploma or equivalent is required, together with post-secondary courses in office administration, hospitality or business.
- Completion of or enrolment in the Municipal Administration Program would be an asset.
- Minimum of two (2) years in a front-line customer service role and previous experience handling larger volumes of money. Proficient use of an adding machine is essential.
What We Offer
- Comprehensive benefits and perks: We offer a diverse range of benefits that cover health, dental, and family assistance, as well as membership in the OMERS pension plan for a secure future.
- A place to excel: We don’t just support ambitions, we cultivate them. With paid training opportunities, we help shape the skills that are essential to your professional development.
- A collaborative and supportive team: We foster a dynamic culture that thrives on the spirit of collaboration. We encourage open communication, value diverse perspectives, and celebrate the strength that comes from teamwork.
- A fulfilling career: We understand that job success is rooted in personal well-being and balance. Our dynamic work environment allows you to excel professionally while also being part of the vibrant, adventurous community that is uniquely Collingwood.
Why Collingwood
Located north of Toronto and nestled along the shores of Georgian Bay, Collingwood is an inclusive community that offers a healthy and active lifestyle in a beautiful waterfront setting, anchored by a responsible government, strong business and nonprofit networks, and an animated downtown. It offers the ideal blend of small-town charm and modern amenities, including a vibrant downtown that boasts world-class shops, restaurants, and cafes.
Collingwood’s ongoing commercial and residential growth makes it the ideal place to flourish personally and professionally.
Other Important Information
Normal hours of work are thirty-five (35) hours per week. The annual salary range is $55,200.60 to 67,067.00 per year.
If building a stronger, more connected community inspires you, we want to hear from you! Please submit your cover letter and resume in Word or PDF format to jobs@collingwood.ca, with the subject line, “Customer Service Ambassador, Job Posting 2025-13” to ensure it is reviewed promptly.
We thank all applicants for showing interest in joining our team. Please note only candidates selected for an interview will be contacted directly. We look forward to your application!