Customer Service Representative (Switchboard)

City of Belleville; Cannifton; Sur place; CAD 42 000 - 48 000; Plein temps

Avantages offerts par ce poste

OMERS Pension Plan

Résumé du poste

City of Belleville seeks a Customer Service Representative (Switchboard) to be the first point of contact for callers at City Hall. You will provide information, process inquiries, and support the public with questions and concerns.

The role includes answering multi-line switches, administration of essential licenses, and maintaining registers. They emphasize equity and customer accessibility within a fast-paced municipal environment.

Qualifications

• Two-year college diploma in business or office administration or related field.
• Current CRC is required prior to commencing work.

Responsabilités

• Act as the first point of contact for callers to City’s main switchboard and provide information in response to general inquiries and assist the public with complaints and queries.
• Screen and forward calls to others in the organization; provide back-up to other CS positions including administering licenses and maintaining Registers with the Province.
• Process all incoming and outgoing mail, faxes, deliveries etc.
• Compile, produce and distribute the yearly City Directory.
• Audit, review, and update SharePoint records to ensure metadata and tags are accurate and searchable.
• Appointed as Commissioner of Oaths.
• Perform with multiple competing demands/deadlines.
• Operate with Equity, Diversity, Inclusion in all aspects of work.

Connaissances

Customer service

Office administration

Communication skills

Microsoft Office 365

Organizational skills

Written communication

Confidential handling

Formation

Two year college diploma in business or office administration

Outils

Outlook

Word

Excel

Adobe Pro

MS Teams

Vadim

Bell Connect

TOMRMS

Service Desk Plus

Description du poste

CUSTOMER SERVICE REPRESENTATIVE (SWITCHBOARD)

The City of Belleville, known as the ‘Friendly City’, is located at the mouth of the Moira River where it meets the picturesque Bay of Quinte. Experience world-class fishing, boating, cycling, and walking along approximately 14 kilometers of waterfront trails. Situated between Toronto and Montreal, and less than one hour from the U.S. border, the City truly is at the center of it all.

Approximately 56,000 people make Belleville their home and over 220,000 live within 30 minutes of the City. We are in close proximity to Prince Edward County where you can discover award winning wineries and numerous beaches including Sandbanks Provincial Park. We are home to Loyalist College of Applied Arts and Technology as well as Albert College, Canada’s oldest co-Ed boarding independent private school. The historic downtown core provides numerous restaurants, shopping and live music and theater venues for an amazing cultural experience. Our inviting blend of small town warmth and big city amenities, quality of life and affordable housing make Belleville the perfect place to live, work and play. More information is available at www.belleville.ca

Currently, the City of Belleville has an exciting opportunity for a highly motivated, strategic, and dynamic individual to join our People & Corporate Services Department as a Customer Service Representative (Switchboard).

Position Type: Temporary Full Time (anticipated to December 31, 2026)

Number of Positions: One (1)

Department: People & Corporate Services Department

File Number: SV26-125

Location: City Hall (169 Front Street, Belleville, ON)

Hours: 35 hours per week; Monday to Friday, 8:30am – 4:30pm

Employee Group: Union - CUPE

Salary: Jurisdiction A Grade 6 ($30.22 - $34.73 per hour)

Closing Date: Monday, November 9, 2026 at 4:30 PM

Purpose and Scope:

Reporting to the Deputy City Clerk, the Customer Service Representative will act as the first point of contact for all callers to the City’s main switchboard and provide information in response to general inquiries and assist the public with complaints and queries.

Key Responsibilities:

The position will:

• Make decisions guided by established departmental policies, guidelines and procedures.


• Communicate professionally, while providing excellent customer service as the first point of contact for all callers and visitors to City Hall with a focus on accessibility, inclusive of the needs of a diverse community.


• Operate and answer multi-line switchboard and respond to general inquiries from the public, screen and forward calls to others in the organization. Provide back-up to other Customer Service Representative positions including administering marriage licenses and burial permits with the Province and maintain Registers as required.


• Process all incoming and outgoing mail, faxes, deliveries etc.


• Compile, produce and distribute the yearly City Directory


• Audit, review, and update SharePoint records to ensure metadata and tags are accurate, complete, consistent with corporate standards, and support organized, searchable, and compliant electronic records.


• Appointed as Commissioner of Oaths.


• Perform with multiple competing demands/deadlines


• Perform all tasks and responsibilities through the lens of Equity, Diversity, Inclusion, ensuring commitment to fairness, representation, accessibility and respect for diverse perspectives and cultures in all aspects of work.


• Perform other related duties as assigned

Note: the above duties and responsibilities are not to be construed as all-inclusive.

Education / Training / Specialized Skills:

Minimum Qualifications:

• Two (2) year college diploma in business or office administration studies or related field.


• Current Satisfactory Criminal Record Check (“CRC”) is required prior to commencing work at the City of Belleville.

Preferred Qualifications:

• Completion of workshops/training sessions related to the position

Work Experience:

Required Qualifications:

• One (1) year office experience with 6 months relevant switchboard/reception experience required


• Experience in customer service, with the ability to communicate effectively with the public in person and on the phone.


• Computer literacy with advanced skills in Microsoft Office 365 applications including Outlook, Word, Excel, Adobe Pro, MS Teams etc.


• Exceptional organizational skills with the ability to manage multiple tasks and priorities in a demanding environment


• Strong oral and written communications skills


• Proven ability to work with professionalism and confidence with all levels of management and the public


• Previous experience working with confidential and sensitive material

Preferred Qualifications:

• Knowledge of the City of Belleville and surrounding area


• Previous Municipal Government administration experience


• Experience with postage/mailroom equipment


• Cash handling and reconciliation/balancing experience


• Experience with Vadim, Bell Connect, TOMRMS, Service Desk Plus

What’s In It For You:

• Competitive market salary


• Optional enrollment in the OMERS Pension Plan


• Live, work, and play in the beautiful city of Belleville and experience all that it has to offer.

The City of Belleville is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environments. We will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Division to ensure your accessibility needs are accommodated throughout this process.

Personal information and any supporting material will be administered in accordance with the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA).