Overview Reporting to the Manager, Customer Service, the Coordinator, Customer Service is responsible for the coordination and oversight of front-facing customer service functions at City Hall, including Front of House operations, Building Records, customer contact systems (CRM and switchboard), and food services oversight, event and room rental coordination. In addition, the Coordinator, Customer Service is responsible for maintaining, updating, and training staff on the Business Continuity Plan for the Customer Service Section.

The role provides leadership, direction, and support across multiple service areas, ensuring consistent service delivery, effective resource coordination, and alignment of processes across both in-person and digital service channels. The Coordinator oversees daily operations, monitors service levels, and addresses operational issues to maintain continuity and reduce risk.

The position also leads cross-functional coordination and supports the implementation of process improvements and digitization initiatives, working with internal departments and stakeholders to enhance service delivery and support the transition to digital intake and service models. In the absence of other supervisory staff, the position provides operational leadership across related service areas to support continuity of service delivery.

Examples of key responsibilities include, but are not limited to: Provides coordination, guidance, and support to Front of House and Records staff, and supports continuous improvement of digital intake and customer service systems. Performs leadership functions including scheduling, planning, assigning and coordinating work, monitoring performance trends, providing mentorship and coaching, and supporting performance management processes Participates in recruitment, onboarding and training of new staff and may participate on hiring panels Oversees Front of House operations, including the City-wide switchboard, CRM, and service counters Ensures consistent customer service standards and service continuity across channels, including managing escalated customer issues and operational disruptions Oversees building records requests and records administration processes Ensures compliance with records management standards, legislation, and City policies Monitors data quality, accuracy, and operational risks related to records Manages City Hall meeting room rentals and supporting event coordination Acts as liaison with Facilities, Emergency Programs, and Health and Safety Participates in User Acceptance Testing and implementation of system upgrades related to customer service processes Supports the review of internal procedures and workflows to identify opportunities for improvement Participates in cross departmental initiatives related to customer service modernization and process improvement Develops, maintains, and implements standard operating procedures, including staff training to support consistent service delivery Maintains, updates and trains staff on the Business Continuity Plan for the Customer Service Section

Knowledge, Skills & Abilities: Possess sound knowledge of customer service delivery, point-of-sale systems, and front-of-house operations. Sound knowledge of relevant bylaws, procedures, policies, and regulations related to the work performed. Sound knowledge of customer contact systems (CRM). Sound knowledge of records management procedures and confidentiality requirements. Sound knowledge of the roles of other departments to support coordinated customer service delivery. Ability to train and provide guidance to staff members. Ability to perform cashier duties and process payments accurately with minimal supervision. Ability to deal effectively and courteously with the public, municipal officials, staff and external contacts. Ability to research, interpret, and provide accurate information from a variety of sources. Ability to support room rentals, events, meeting set-ups, and lead City Hall public tours. Ability to operate a high-volume computerized switchboard. Ability to perform accurate calculations and process a variety of fees. Ability to use Microsoft Office applications (Word, Excel, and Outlook). Working knowledge of AMANDA, Tempest, REDMS, CRM, SharePoint, and other City applications. Ability to work effectively in a team environment. Ability to multitask, work well under pressure, and handle stressful situations professionally in a fast-paced customer service environment. Ability to adapt to changing procedures, technologies, and service delivery requirements. Ability to perform physical duties related to the work, including moving, carrying, pushing, and/or pulling equipment or furniture weighing up to 10 kgs (22 lbs).

Qualifications and Experience: Completion of a Bachelor’s degree from a recognized post-secondary institution (three- or four-year degree program) in a related field such as Business Administration, Public Administration, or a similar discipline A minimum of Five years of progressively responsible and related experience, preferably in a municipal government environment An equivalent combination of education, training and experience may be considered