Customer Service Representative, Town Hall



The Opportunity:

The Town of Grimsby is committed to building a future that welcomes innovative new
ideas while protecting and preserving its distinct heritage. It is a place where leaders are
committed to sustainability and honouring Grimsby’s treasured natural setting. Grimsby
has become a sought-after community where residents enjoy waterfront living, historic
neighbourhoods, active living, and world class natural amenities. It is conveniently located
in the Greater Toronto and Hamilton Area (GTHA) in a region that is home to Niagara
wineries, agriculture, cuisine, and internationally recognized attractions.

The Portfolio:

Reporting to the Director of Legislative Services/Town Clerk, the Customer Service
Representative is committed to ensuring a professional, positive and informative
customer experience for all residents and the public. The CSR plays a critical role by
providing a full range of supportive services and is the first point of contact to the public
at Town Hall. The CSR is responsible for handling customer interactions through a variety
of channels including in person, telephone and email while providing support to Town Hall
operations and staff by performing reception services and administrative related tasks.
The CSR will act as the Town’s Deputy Division Registrar, Animal Control liaison and
administers dog licensing activities.

The Candidate:

As a candidate for this position, you have achieved a secondary school diploma and have
one (1) year of experience in an administrative and customer service focused position
and experience handling payment/cash transactions. You possess strong customer
service skills, are knowledgeable of a broad range of Town services, programs and
initiatives and have an understanding of Municipal government. You are an excellent
problem solver with a goal of proactively identifying customer concerns and finding quick,
positive resolutions. You have an advanced knowledge of Microsoft Office suite and are
comfortable using the internet and social media platforms. You have the ability to work
independently and are punctual and reliable.

Town of Grimsby Job Posting Page 1 of 5

Customer Service Representative, Town Hall Posted: November 29, 2022



Working for the Town of Grimsby:

The Town of Grimsby offers candidates for this position a competitive employment
package that includes an hourly wage between $25.06 and $30.49 and a comprehensive
benefits plan. This is a temporary, full-time position working 35 hours per week for one
(1) year.

The Town of Grimsby is a progressive employer committed to supporting employees’
work-life balance while also fulfilling business goals and providing a high performance
work environment. The Town also supports the health and wellness of our employees; a
commitment that is demonstrated through free access to Town recreation facilities for
employees and flexible working arrangements during the COVID-19 pandemic and
beyond.

How to Apply:

If you are excited by this opportunity, we are excited to hear from you! We invite you to
submit your application to hr@grimsby.ca by December 13, 2022 at 4:30 PM. Please
quote the posting number in the subject line.

A full job description can be found below or visit www.grimsby.ca under “Career
Opportunities”.

Posting #: 69-2022

We thank all applicants for their interest, however only those selected for an interview will be contacted.

The Town of Grimsby is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection
processes, and work environment. We will accommodate the needs of applicants under the Human Rights Code and
Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment process. Please contact
the Office of Human Resources, hr@grimsby.ca if you need assistance.

Personal information collected will be used in accordance with the Municipal Freedom of Information and Protection of
Privacy Act for the purpose of candidate selection.

Town of Grimsby Job Posting Page 2 of 5

Customer Service Representative, Town Hall Posted: November 29, 2022

JOB POSTING

Customer Service Representative, Town Hall
Legislative Services (Office of the Clerk)

Duties and Responsibilities:

1. Customer Service (60%)

1.1 Provides a positive customer service experience for the public, staff and
customers by responding to their service needs by phone, email and in person
in a quick, professional and accurate manner.

1.2 Delivers exceptional customer service for a variety of financial and non-
financial services and transactions, including receipt of tender documents and
receiving and arranging courier pickup/distribution.

1.3 Receives website and social media updates and information from various
departments, and updates the Town of Grimsby website; maintains the News
and Notices, Calendar and Community Events sections, including writing
original content based on information provided by departments. Provides
information on website inquiries related to Town of Grimsby programs,
services and by-laws; and directing inquiries to the appropriate area.

1.4 Takes ownership of customer concerns and is proactive to ensure a positive
resolution by making qualified assessments and referrals of complex issues to
the correct department/staff.

1.5 Liaises with departments and community organizations to ensure up-to-date
information, forms and reference material are available to the public in order
to effectively promote the Town services and programs that meet each
customer’s needs, including updating the community screen/monitor providing
public information about Town meetings, events and programs.

1.6 Tracks inquiries/services for statistical reporting purposes.

2. Town Administration (30%)

2.1 Process and receive payments for licenses, cemetery plots, permits and all
other payments related to the functions of the position; provides a receipt and
updates software to record transactions; balances payments weekly or
monthly against records and produces routine and ad-hoc reports.

2.2 Responsible for cash handling including operating and balance of a cash
drawer.

2.3 As Deputy Registrar:
2.3.1 receives funeral home paperwork for death registration and prepares

burial permits, review and sign off on documents and arrange couriers
to the Registrar;

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Customer Service Representative, Town Hall Posted: November 29, 2022

2.3.2 Maintains internal records of death registrations; prepare monthly death
report for information of the Niagara Health Unit;

2.3.3 Notifies other municipalities upon registration of a death occurring in
their jurisdiction;

2.3.4 Prepares monthly death registration report and invoice for funeral
homes; maintain the Vital Statistic Register and forward all documents
after registration to the Office of the Registrar General.

2.4 Support by-law and parking enforcement administration, including entry of
parking tickets.

2.5 Responds to all animal complaints and liaise with the Humane Society for
follow-up or investigations. Sell dog licenses and maintain register of dogs,
including software for pet registration. Prepare public notices for dog licensing
and order dog licensing supplies. Assist with updating the Animal Care and
Control By-law.

3. Other (10%)

3.1 Distributes correspondence to appropriate stakeholders, internally and

externally.
3.2 Books Council Chamber and Committee rooms during business hours.
3.3 Takes inventory of office supplies and orders supplies and contacts vendors

for office equipment repairs, as needed.
3.4 Provides administrative support to the Office of the Clerk as required.
3.5 Works in a safe manner in accordance with the Occupational Health and

Safety Act, associated regulations, other applicable legislation, Town by-laws,
policies, procedures, and guidelines.

3.6 Other related duties, as assigned.

The successful candidate will possess the following:

Education 
Secondary school diploma.

License, Registration and Training 
Police Vulnerable Sector Check (Level 3) or Judicial Matters Check to the

satisfaction of the Town.

Experience 
One (1) year of experience in an administrative and customer service focused

position. 
Experience handling payment/cash transaction (e.g. operating a cash register,

security/ safeguarding and balancing).

Knowledge/Skills/Abilities 
Service-oriented approach to delivering a positive customer experience

Town of Grimsby Job Posting Page 4 of 5

Customer Service Representative, Town Hall Posted: November 29, 2022



Knowledge of a broad range of Town services, programs and initiatives 
Advanced knowledge of Microsoft Office Suite, familiarity with internet and social

media 
Understand municipal government 
Excellent interpersonal, oral and written communication skills 
Organization and planning skills and the ability to work in a high pressure,

multitasking environment 
Excellent problem solver with a goal of proactively identifying customer concerns

and finding quick and positive resolutions 
Accurate record keeping and ability to handle financial transactions 
Work independently, punctual and reliable 
Intermediate skills in Microsoft Office software including Word, Excel, PowerPoint,

and Outlook.

A combination of education, training, and experience may be considered.

Town of Grimsby Job Posting Page 5 of 5