Access Richmond Hill Advisor 

Position Summary

Reporting to the Access Richmond Hill Coordinator, the Access Richmond Hill Advisor is the first point of contact and provides first tier support for residents, visitors and businesses requiring access to City programs and services. You will receive, resolve and respond to enquiries and routine issues on a wide variety of subjects pertaining to the City, as well as process bill payments.

Key Duties and Responsibilities

• Respond to general inquiries from residents, businesses and internal staff with a focus on first-call resolution.
• Provide accurate and timely information about City programs and services.
• Create and input service requests to internal business areas.
• Educate callers on service levels and manage expectations accordingly.
• Prepare written responses to public inquiries using proper business/email etiquette, including the use of templates or customized messaging as appropriate.
• Deliver front-line counter service, including processing payments for tax and water billing, penalty notices, permits etc.
• Access accounts, post payments, provide change and receipts, and reconcile all daily transactions.
• Complete daily balancing to ensure accurate reconciliation of payments.
• Issue marriage licenses in compliance with provincial legislation, ensuring accuracy and completeness of documentation.
• Process sales of green bins, garbage tags, and animal licenses.
• Accept and process Freedom of Information (FOI) and Routine Disclosure requests, including payment handling.
• Use CRM and internal systems to access information and track service requests.
• Demonstrate empathy and professionalism in all interactions.
• Maintain service standards such as call handle time, response accuracy and customer satisfaction.  

Education and Experience

• High school diploma
• 2 years related experience

Required Skills/Knowledge

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.).
• Experience using municipal or other payment processing systems (e.g., taxes, water billing, program registrations).
• Demonstrated ability to handle cash, credit/debit payments, and reconcile transactions accurately.
• Strong problem-solving skills with the ability to assess issues and provide solutions.
• Proven experience providing customer service to a diverse range of individuals in a professional setting.
• Excellent verbal and written communication skills, with the ability to communicate clearly, respectfully, and effectively.
  Commitment to continuous learning
• Active participation in creating and maintaining a respectful, inclusive, and team-oriented workplace.
• Demonstrated alignment with the City’s corporate values of Care, Collaboration, Courage, and Service.

Leadership Competencies