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 inquiries from residents, businesses and internal staff with a focus on first-call resolution about City programs and services.
• Deliver service excellence in every interaction through active listening, accurate responses, and timely resolution.
• Accurately create and route service requests to appropriate business areas.
• Educate callers on service levels and proactively manage expectations.
• Demonstrate empathy, sound business understanding and professionalism in all interactions.
• Prepare clear, professional written responses using appropriate templates or customized messaging.
• Provide front-line counter service, including processing payments, issuing receipts, reconciling transactions, and ensuring daily balancing accuracy.
• Issue marriage licenses in compliance with provincial legislation, ensuring accuracy and completeness.
• Process sales of green bins, garbage tags, and animal licenses.
• Receive 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.
• Meet or exceed service standards including call handling 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