Job Description

CITY OF COLWOOD

JOB DESCRIPTION

TITLE: FRONT COUNTER SUPPORT CLERK DEPARTMENT: CORPORATE SERVICES POSITION TYPE: FULL TIME UNION POSITION PAY GRADE: PAY GRADE 3 LAST UPDATED: APRIL 1, 2021 NATURE AND SCOPE OF WORK**

Reporting to the Manager of Corporate Services or designate; under the functional supervision of the

• Coordinator of Corporate Services, the Front Counter Support Clerk works collaboratively with the
• Corporate Services Department as part of a team striving to provide exceptional customer service and
• support to City stakeholders, residents, and internal staff.
• The Front Counter Support Clerk is the first point of contact for the City and requires excellent customer
• service skills, ability to interact courteously, professionally, and tactfully with the public and co-workers;
• focus on work and complete a variety of tasks in a busy environment with many interruptions and
• distractions. TYPICAL DUTIES AND RESPONSIBILITIES
• Manages switchboard, handling calls and complaints by providing information routine in nature or
• referring to appropriate work areas, officials, or other agencies.- Receives and enters service requests and online public feedback, providing response and/or directing to
• appropriate staff.- Receives, records, and distributes incoming mail (physical and electronic), faxes and prepares outgoing
• mail.- Performs daily open and close office routines, including opening and closing City Hall.
• Provides daily cash balancing and safeguards the cash float.
• Receives payments for licenses, permits and property taxes.
• Maintains the front counter area; monitors, maintains and orders office supplies and equipment.
• Maintains relevant procedural manuals, contact information, forms, pamphlets, and frequently
• requested information.-
• Assist with processing and issuance of Business Licences.
• Assists with property rentals, including providing rental information, processing rental payments, and
• issuing keys.- Monitors the City’s website to ensure information is current and relevant.

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• Provide general office clerical office as directed, including but not limited to word processing, data entry,- Creates, updates, and maintains the paper and electronic central filing systems according to the City’s
• document and records management practices.- Supports City meetings, including meeting and agenda preparation, and taking meeting minutes if
• required.- Provides assistance, support and coverage to other departments as needed.
• Performs other related duties as directed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Ability to function efficiently with mínimal direction to establish and maintain effective working

relationships with municipal officials and other employees, to meet and successfully serve the public on a continuing basis.

• Ability to maintain the confidentiality of matters as required.

• Ability to work well under pressure and to a deadline with attention to detail and manage competing

• priorities.- Thorough knowledge of business English, spelling and punctuation.

• Familiarity and proficiency with Microsoft Office and iCompass.

• Working knowledge of records management practices.

• Strong written and verbal communication skills.

• Ability to effectively read and interpret information, maintain accurate records, and document data

• for corporate records.- Excellent organizational skills.

• Demonstrate proficiency in the core competencies of:

• Adaptability: Willingness to be flexible in a changing environment.

• Relationship Building: Establishes and maintains respectful and cooperative working

• relationships.- Effective Communication: Communicates effectively with others.

• Problem Solving: Recognizes and acts to resolve problems.

• Organization: Organizes the work so that others will understand it to achieve the City’s goals.

• Customer Focus: Provides excellent service to both internal and external customers.

**MINIMUM TRAINING AND EXPERIENCE REQUIRED

• Completion of Grade 12, or equivalent.
• Minimum of one-year experience in a demanding multi-tasking office environment providing
• customer service and clerical support (preferably a municipal government office).- Cashiering experience (accurate processing of large volumes of cash/electronic payments
• credit/debit) and the ability to balance cash.

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