Position Summary: Under the general guidance of the Supervisor, the Service Barrie Customer Service Representative provides frontline customer service regarding the City’s services, procedures, practices, policies, and programs. The role receives a high volume of inquiries, requests, and complaints through various communication channels, identifies customer needs, and responds using research and data from the knowledge base and CRM software or transfers inquiries requiring specialized information to the appropriate City subject matter experts. The position also processes transactions and payments for City services and programs, playing an integral role in delivering centralized, consistent customer service to internal and external customers across a wide range of City services and programs. Key Responsibilities Receive and resolve a high volume of inquiries, requests, and complaints across multiple communication channels. Utilize the knowledge base, data, and CRM software to provide accurate information and solutions. Transfer inquiries that require specialized or technical information to relevant City subject matter experts. Process various transactions and payments for City services and programs. Maintain a high standard of public relations and customer service at all times. Prioritize and manage high volume electronic and verbal inquiries while maintaining citizenship as the priority. Assist with after‑hours questions, concerns, and emergencies; attend evening, weekend meetings or special events as required. Key Qualifications Two (2) year College Diploma in Office Administration, Business or a related discipline. Three (3) years of experience in a front‑facing customer service role within an office environment. Experience performing duties related to the major responsibilities of the position. General knowledge of customer service delivery standards and techniques, AODA accessibility standards, MFIPPA, municipal, regional, provincial and federal government services, administrative processes and procedures, records management practices, general office equipment operation, and cash handling and management practices. Demonstrated ability to: maintain public relations; develop and maintain effective collaborations; diffuse difficult customer situations; work collaboratively in groups; exercise discretion and judgment with confidential information; interpret and understand verbal and written information; transcribe, store, and maintain information electronically; operate a cash receipt system; prioritize and process high volume inquiries; multitask and prioritize conflicting priorities; train peers and customize training delivery. Intermediate computer literacy with various software systems (e.g., Great Plains, Avaya AACC, iCity, MyRide, etc.) and Microsoft Office Suite. Availability to work outside normal hours as assigned. Knowledge, Skills, and Abilities Intermediate skills: Attention to Detail, Interpersonal, Organizational, Prioritization, Problem Solving, Professionalism, Research, Teamwork, Time Management, Training, Verbal and Written Communication. Advanced skills: Collaboration, Customer Service, Judgment. Basic computer literacy and ability to interact with multiple software and database systems. Conditions of Employment Satisfactory Criminal Record Check required for all new employees. Employment Details Location: City Hall, 70 Collier Street, Barrie, Ontario. Hours: Part‑time up to 24 hours per week; Full‑time 35 hours per week. Pay Level: Level 5; Hourly Pay Rate: $33.60 to $40.24. Benefits Optional enrollment in the OMERS Primary pension plan. Employee and Family Assistance Program (EFAP). Discounted rates for City Fitness Memberships and Transit Passes. Perkopolis Perks program providing exclusive discounts on a wide range of products and services. Coverage under extended health, dental benefit plans, prorated sick, and vacation time for temporary full‑time contracts. Equal Opportunity Employer Statement The City of Barrie is an equal opportunity employer dedicated to creating a workplace culture of inclusiveness and welcomes applications from qualified individuals of diverse backgrounds. We are committed to providing barrier‑free and accessible employment practices and will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. If contacted for an employment opportunity, please advise if you require Code‑protected accommodation and we will work with you to meet your needs. #J-18808-Ljbffr