Customer Service Representative Posting Id 3408 Department Community Services Division Community Standards Section By-Law Education and Enforcement Job Grade SEA35 Grade 03 Rate of Pay $58,506.00 - $68,816.00 Annual Job Type Permanent Full Time Employee Group SEA Replacement/New Position New Vacancy Posting Type Internal and External Posting Date 07/29/2026 Application Deadline 08/07/2026 Position Summary Reporting to the Manager of Bylaw Enforcement and Education, the Customer Service Representative provides exceptional customer service response to the public, vendors and enforcement partners for the Community Standards Division.

Key Duties and Responsibilities Provide the public and staff with accurate and timely information regarding divisional processes, programs and initiatives

Log calls, inquiries and services requests for bylaw and parking, record pertinent information, schedule appointments and assign service requests to Officers

Resolve inquiries as appropriate, and escalate inquiries and concerns to supervisors as necessary

Investigate and address reports of errors, complaints, conflicts, or issues, ensuring timely follow-up and escalation when necessary.

Provide front-line customer service for phone, email and walk-in inquiries and service requests

Open, sort, distribute and respond to (as appropriate) hardcopy mail and email

Follow and reinforce all policies and operating procedures, including protocols for opening and closing the reception area, and train current/part-time staff with respect to procedures

Use enterprise software systems (e.g., ActiveNet, AIMS and Enterprise) to log service requests, and/or input program registrations as applicable

Assist with division-specific software system testing as required

Monitor bylaw and parking email inboxes and phone lines

Prepare, review and process invoices and work orders

Prepare, review and process licenses, permits and exemptions to bylaws including parking and noise.





Receive and process payments for division specific products and services in accordance with City policies including providing appropriate documentation and/or proof of payment

Create reports relating to enforcement, inquiries, fines and permits.

Coordinate with PWO to prepare Winter Event logs required for enforcement and adjudication.

Maintain hardcopy and electronic filing systems, including updating and maintaining individual files and preparing hardcopy files for archive/offsite storage

Provide administrative support, including typing correspondence, scheduling meetings and taking minutes for meetings

Enter, track and report on data as required

Provide back-up support for Customer Service Representatives of other Community Standards Sections

Other duties as assigned Education and Experience High School Diploma or equivalent, plus additional courses in municipal by-law enforcement and/or office administration

Minimum two years of administrative experience within a government or public sector office workplace

Municipal licensing, property standards, adjudication or by-law-related work experience or related certifications or education.

Required

Skills/Knowledge Team player with strong organization and communication skills along with knowledge of general office procedures (training and/or experience in dealing with difficult situations will be considered an asset)

Ability to provide excellent customer service in a patient and professional manner is essential

Proven interpersonal skills to foster and maintain cooperative working relationships with a variety of internal and external stakeholders

Well organized, independent and highly motivated,



with the ability to handle multiple responsibilities, set priorities, problem solve and work with all levels of staff while meeting tight and conflicting deadlines

Ability to deal effectively with tact, courtesy, discretion and diplomacy with all levels of staff and the public

Strong attention to detail and accuracy with well-developed keyboarding and administrative skills

Proficiency in Microsoft Office Suite applications with a strong knowledge of Excel, Word and other division specific software

Ability to multitask in a fast-paced environment and a strong ability to prioritize tasks

Experienced to independently resolve problems and issues under minimal supervision

Knowledge of municipal government operation and organization

Proficient in use of word processing and database software and a demonstrated ability to learn and adapt to new workflow processing software systems

Demonstrates good judgment and makes sound decisions

Shows commitment to personal growth, development, and leadership opportunities Shares new ideas and challenges the status quo

Proven written and verbal communication skills with the ability to communicate with honesty, openness, respect, and trust

Takes initiative to participate in a culture of learning, mentoring, and sharing Leadership Competencies Demonstrates personal leadership Builds people and culture Cultivates open communication Shapes the future Navigates and leads through complexity and change Attention Internal Candidates: All current City of Richmond Hill employees are required to apply via the ‘ View Jobs for Current Employees ’ link on the City’s Careers Page . We thank all candidates for their interest, however, only those under consideration will be contacted. The City of Richmond Hill is committed to inclusive, barrier-free recruitment and selection processes.

If contacted to participate in the recruitment and selection process, please advise Human Resources if you require an accommodation.

📌 Customer Service Representative Job Details | Richmond Hill
🏢 City of Richmond Hill
📍 Richmond Hill