Customer Service Representative

Overview

This temporary position, reporting to the Supervisor of Fibre Technical Services, supports the Fibre to the Home (FTTH) project by managing permit applications and payments in accordance with established standard operating procedures and cash handling policies. The role includes responding to customer inquiries, providing information to applicants and the project team, and ensuring efficient permit administration.

Key Responsibilities

• Handle inquiries via email, phone, or fax, offering guidance on FTTH processes and directing requests to appropriate city sections or staff.
• Receive and verify completeness and accuracy of permit applications and related documentation.
• Input and process permit applications accurately and promptly using the enterprise system.
• Monitor application progress, update records, and manage the permit issuance process.
• Inform applicants about application status, applicable fees, and required payments or security deposits.
• Process payments and deposits, including letters of credit, in compliance with cash handling procedures.
• Assign correct general ledger accounts for payments and issue receipts.
• Securely maintain funds, sensitive information, and detailed records.
• Assist with reconciling daily revenues and bank deposits, coordinating armored courier pickups as necessary.
• Collaborate with other divisions regarding permit processes, payments, and counter services.
• Attend team and other relevant meetings, maintaining familiarity with procedural updates.
• Provide backup support to Permit Administration Staff, FTTH project personnel, and Public Utilities Coordination.
• Perform additional duties as assigned.

Qualifications and Skills

• Post-secondary education in Business Administration or a related discipline.
• At least three years of experience in customer service or counter roles involving permits and/or payment processing.
• Strong customer service skills and dedication to service quality and clear communication.
• Experience with cash handling, including daily cash reconciliation, point-of-sale transactions, and bank deposit preparations.
• High attention to detail and solid math skills to ensure accurate payment processing and allocation.
• Excellent verbal and written communication capabilities to clearly explain complex procedures.
• Proficiency in computer use, including Microsoft Excel, Word, PowerPoint, and understanding of database systems.
• Experience using Infor Public Sector Enterprise System favorable.
• Ability to calmly manage demanding customer interactions and stressful situations.
• Competence in multitasking and handling significant workloads efficiently.
• Effective organizational and interpersonal skills that enable productive teamwork and collaboration.
• Capacity to work independently with minimal supervision, as well as in a team setting.
• Maintain strict confidentiality when handling sensitive information.

Additional Details

• Contract Length: 2 years.
• Number of Vacancies: 1.
• Application Deadline: March 8, 2026.
• Work Hours: 35 hours per week.
• Hourly Wage Range: $30.05 to $40.06.
• Work Model: Hybrid, requiring 3 days onsite at Mavis Yard Common Building and remote for the other days.
• Department: Transportation & Works, Works Operations & Maintenance Division, Technical Services.
• Union Status: Non-union position.
• The employer is an equal opportunity organization committed to equity, diversity, and inclusion, offering accommodations for applicants with disabilities throughout the recruitment process.
• Usage of artificial intelligence may be involved for candidate sourcing but not for screening or selection.