Under the direction of the Manager, Customer Experience and Communications, the Customer Experience Representative performs a variety of tasks in a front-facing customer service role. The Customer Experience Representative provides a vital link between the corporation and the public, answering and managing public inquiries using our various channels including in-person, over the phone, via email, and via electronic customer service portal. The position involves communication with Town departments to research and provide information on a variety of Town services along with processing municipal service payments.

Customer Service

• Receive, research, resolve, and respond to inquiries concerning Town services verbally, in writing, in person, via email, and via Town customer service software in a professional manner. Manage multiple email boxes for administration, e-service, and fax, etc.
• Utilize customer portal software to create service requests (cases) for documentation of interactions, ensuring frequent contact with customers for ongoing updates.
• Liaise with various departments regarding customer inquiries to obtain accurate information, initiate appropriate actions as required and provide resolutions for citizen inquiries.
• Collect and sort cheques received at the front counter for municipal payments. Process a variety of financial transactions using financial software for various Town services, permits, and applications, including cash handling, daily balancing, and reconciliation. Monitor and ensure payments are processed with the required details and according to the appropriate accounts.
• Receive, process and distribute incoming mail, accept deliveries for the municipal office.
• Respond and research resident inquiries about tax, water and wastewater billing, and process tax and water statements and tax certificates.
• Utilize various computer applications to process, research and log inquiries from the public.
• Develop a strong awareness of the Town’s operations, procedures and policies to facilitate excellent customer service.
• Address sensitive situations or confidential information demonstrating tact and diplomacy, always using sound judgement.
• Maintain confidentiality in accordance with the Municipal Freedom of Information and Protection of Privacy Act.
• Provide general administrative support services as assigned. Assist with special projects as required.

Team Member

• Work as a team player promoting a positive and professional work environment and conduct role with integrity and respect.
• Act as an Ambassador throughout the community, positively representing the Town.
• Abide by the policies and procedures of the Town.
• Abide by the Occupational Health and Safety Act, and work in a manner that is safe, reporting incidents immediately to direct supervisor.
• Perform other duties as assigned in order to meet the overall goals and objectives of the Town.
• Operate within the culture and core values of the organization.
• Maintain knowledge and expertise in relevant fields.

• Secondary School Diploma or equivalent education.
• One (1) to three (3) years of exceptional customer service experience. Municipal or office experience is considered an asset..
• Excellent administrative, communication (both written and verbal), interpersonal and time management skills.
• Proven ability to efficiently analyze problems and formulate potential solutions to be actioned.
• Ability to work with the public using tact and diplomacy when dealing with highly sensitive information and potentially emotionally charged situations.
• Ability to identify and report any trends or issues in customer interactions to the manager.
• Strong computer skills with proficiency in Microsoft Office applications.
• Ability to thrive both independently and in a team environment.
• Ability to work in a fast-paced environment with strong multi-tasking skills.

• Visual and mental effort is required when listening on the phone and taking notes or entering data into the computer simultaneously.
• Periods of sitting are required (from one to two hours at a time).
• Visual attention for health and safety compliance and personal safety while on the job.

• Standard office environment.
• Exposure to potentially emotionally charged situations and occasional foul language or verbal abuse from members of the public.

We thank all applicants for their interest. However, only those being considered for an interview will be contacted. In accordance with the Municipal Freedom of Information and Protection of Privacy Act, personal information is collected under the authority of the Municipal Act, and will only be used for candidate selection.

As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. We encourage applications from Indigenous peoples, racialized people, persons with disabilities, and those who identify as LGBTQ2S+.

The Town of Midland is committed to providing accommodation based on any human rights protected grounds and in accordance with the AODA, throughout the recruitment and selection process. If you require accommodation, please notify us when contacted for an interview and we will work with you to meet your needs.