Job ID #32248: Receptionist Info Desk PT

Hamilton Insurance Group, Ltd.; Hamilton; On-site; CAD 22,000 - 30,000; Part time

Job summary

The City of Hamilton is seeking a part-time Receptionist – Information Desk to welcome visitors at City Hall, provide directions, general information and handle inquiries with professionalism.

Reporting to the Supervisor, Service Centres, you will deliver front-line customer service, route messages, maintain information materials, and support standard office tasks on a rotating shift schedule.

Qualifications

• Experience in a business office environment as described.
• Excellent interpersonal and customer service skills.
• Experience serving a diverse, multilingual public.
• Ability to stay composed during high-traffic times and stress.
• Proficiency with Windows applications (Word, Excel, Outlook).
• Must read/write English and perform basic math.

Responsibilities

• Provide front-line customer service to visitors.
• Give directions and basic information.
• Take and relay messages to staff.
• Answer inquiries and refer complex matters to supervisor.
• Maintain knowledge of City services and issues.
• Record inquiries in CRM and route to departments.
• Assist with filing, inventory and reports.

Skills

Interpersonal skills

Communication skills

Customer service

Multicultural/multilingual experience

Education

Education and relevant work experience

Tools

Windows 10

Microsoft Word

Excel

Outlook

Job description

Contribute to the City of Hamilton, one of Canada’s largest cities – home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #32248: Receptionist Info Desk PT
• Union: CUPE Local 5167
• Job Description ID #: 7567
• Duration: Up to 6 months
• Vacancy type: This posting is for an existing vacancy

SUMMARY OF DUTIES

Reporting to the Supervisor, Service Centres, the Receptionist – Information Desk - PT delivers front line customer service while providing convenient, accessible service to visitors to City Hall by providing information, facility directions and receptionist duties. Acts as a resource person for the public.

GENERAL DUTIES

Performs receptionist duties (e.g. provide directions and basic information).

Provides customer service to City clients in person, electronically or by phone in a polite and courteous manner. Takes and relays messages to appropriate staff.

Responds to inquiries and concerns, offers general information on City services and refers complex matters to Supervisor or department, as required.

Maintains up-to-date general knowledge of City and related Provincial services, policies, programs to assist visitors and clients.

Receives and forwards forms and supporting documents to the appropriate service area for follow-up or record-keeping in accordance with procedures.

Assists patrons/clients with directions to meeting rooms, service counters and staff within City Hall.

Provides public with City information (flyers, notice of cancellations, etc.). Maintains bulletin boards and Information Centres.

Creates and maintains inventories of operational supplies, forms/flyers/brochures; and all other information which may be requested by the public.

Assists with the distribution of waste calendars, waste tags as well as program and service application forms and information (marriage licences applications, PAP applications, etc.).

Receives and records feedback, inquiries and requests into the appropriate CRM system and routes them to the appropriate department for follow up.

Reports on trends or changes in types of service requests and inquiries ensuring that appropriate persons are notified.

Maintains and compiles customer service statistics. Reports regularly on the status of results and performance.

Assists Supervisor with filing, inventory and statistical data as directed. Word processes correspondence, reports and forms as required.

Operates office equipment including but not limited to copier, fax machine, computer and printer, and phone. Photocopies paperwork for clients, staff and other office personnel as requested.

Monitors the lobby to provide assistance to visitors and ensures timely escalation and reporting of issues in accordance with corporate policies and procedures.

Maintains the cleanliness and organization of reception. Ensures personal and confidential information is secure and locked up.

Attends regular training sessions to remain current with operational practices and technologies for the operation of the information desk.

Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Performs other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

1. Previous business office experience related to duties listed above normally acquired by a combination of education and relevant work experience.
2. Above average interpersonal, communication and customer service skills required.
3. Demonstrated experience working in a customer services environment serving a diverse, multicultural, multi-lingual public.
4. Must be able to maintain composure during high traffic times and during stressful situations.
5. Demonstrated experience and knowledge of computer applications in a Windows environment including Windows 10, Microsoft Word, Excel and Outlook. Ability to input data.
6. Must be able to read and write English and perform basic math.
7. Current and maintain Standard First Aid with CPR-C.
8. Must be available to work rotating shifts.
9. Knowledge of City programs and services offered is an asset and can be gained by visiting us at www.hamilton.ca.

HOURS:

0 - 24 per week

NOTE:

Varied Hours

DISCLAIMER

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

TERMS

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.