Customer Service Representative, Town Hall
(1 Year Contract)

The Opportunity:

The Town of Grimsby is committed to building a future that welcomes innovative new ideas while
protecting and preserving its distinct heritage. It is a place where leaders are committed to
sustainability and honouring Grimsby’s treasured natural setting. Grimsby has become a sought-
after community where residents enjoy waterfront living, historic neighbourhoods, active living,
and world class natural amenities. It is conveniently located in the Greater Toronto and Hamilton
Area (GTHA) in a region that is home to Niagara wineries, agriculture, cuisine, and internationally
recognized attractions.

The Portfolio:

Reporting to the Director of Legislative Services/Town Clerk, the Customer Service
Representative is committed to ensuring a professional, positive and informative customer
experience for all residents and the public. The CSR plays a critical role by providing a full range
of supportive services and is the first point of contact to the public at Town Hall. The CSR is
responsible for handling customer interactions through a variety of channels including in person,
telephone and email while providing support to Town Hall operations and staff by performing
reception services and administrative related tasks. The CSR will act as the Town’s Deputy
Division Registrar, Animal Control liaison and administers dog licensing activities.

The Candidate:

As a candidate for this position, you have achieved a secondary school diploma and have one (1)
year of experience in an administrative and customer service focused position and experience
handling payment/cash transactions. You possess strong customer service skills, are
knowledgeable of a broad range of Town services, programs and initiatives and have an
understanding of Municipal government. You are an excellent problem solver with a goal of
proactively identifying customer concerns and finding quick, positive resolutions. You have an
advanced knowledge of Microsoft Office suite and are comfortable using the internet and social
media platforms. You have the ability to work independently and are punctual and reliable.

Working for the Town of Grimsby:

This is a temporary, full-time position working 35 hours per week for one (1) year. The Town
of Grimsby offers candidates for this position a competitive employment package that includes an
hourly wage between $25.56 and $31.10 and a comprehensive benefits plan.

The Town of Grimsby is a progressive employer committed to supporting employees’ work-life
balance while also fulfilling business goals and providing a high performance work environment.

Town of Grimsby Job Posting Page 1 of 5

Customer Service Representative, Town Hall Posted: February 23, 2023



The Town also supports the health and wellness of our employees; a commitment that is
demonstrated through free access to Town recreation facilities for employees and flexible working
arrangements during the COVID-19 pandemic and beyond.

How to Apply:

If you are excited by this opportunity, we are excited to hear from you! We invite you to submit
your application to hr@grimsby.ca by March 15, 2023 at 4:30 PM. Please quote the posting
number in the subject line.

A full job description can be found below or visit www.grimsby.ca under “Career Opportunities”.

Posting #: 20-2023

We thank all applicants for their interest, however only those selected for an interview will be contacted.

The Town of Grimsby is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection processes,
and work environment. We will accommodate the needs of applicants under the Human Rights Code and Accessibility for Ontarians
with Disabilities Act (AODA) throughout all stages of the recruitment process. Please contact the Office of Human Resources,
hr@grimsby.ca if you need assistance.

Personal information collected will be used in accordance with the Municipal Freedom of Information and Protection of Privacy Act for
the purpose of candidate selection.

Town of Grimsby Job Posting Page 2 of 5

Customer Service Representative, Town Hall Posted: February 23, 2023

JOB POSTING

Customer Service Representative, Town Hall
Legislative Services (Office of the Clerk)

Duties and Responsibilities:

1. Customer Service (60%)

1.1 Provides a positive customer service experience for the public, staff and customers
by responding to their service needs by phone, email and in person in a quick,
professional and accurate manner.

1.2 Delivers exceptional customer service for a variety of financial and non-financial
services and transactions, including receipt of tender documents and receiving and
arranging courier pickup/distribution.

1.3 Receives website and social media updates and information from various
departments, and updates the Town of Grimsby website; maintains the News and
Notices, Calendar and Community Events sections, including writing original content
based on information provided by departments. Provides information on website
inquiries related to Town of Grimsby programs, services and by-laws; and directing
inquiries to the appropriate area.

1.4 Takes ownership of customer concerns and is proactive to ensure a positive
resolution by making qualified assessments and referrals of complex issues to the
correct department/staff.

1.5 Liaises with departments and community organizations to ensure up-to-date
information, forms and reference material are available to the public in order to
effectively promote the Town services and programs that meet each customer’s
needs, including updating the community screen/monitor providing public information
about Town meetings, events and programs.

1.6 Tracks inquiries/services for statistical reporting purposes.

2. Town Administration (30%)

2.1 Process and receive payments for licenses, cemetery plots, permits and all other
payments related to the functions of the position; provides a receipt and updates
software to record transactions; balances payments weekly or monthly against
records and produces routine and ad-hoc reports.

2.2 Responsible for cash handling including operating and balance of a cash drawer.
2.3 As Deputy Registrar:

2.3.1 receives funeral home paperwork for death registration and prepares burial
permits, review and sign off on documents and arrange couriers to the
Registrar;

2.3.2 Maintains internal records of death registrations; prepare monthly death report
for information of the Niagara Health Unit;

2.3.3 Notifies other municipalities upon registration of a death occurring in their
jurisdiction;

Town of Grimsby Job Posting Page 3 of 5

Customer Service Representative, Town Hall Posted: February 23, 2023

2.3.4 Prepares monthly death registration report and invoice for funeral homes;
maintain the Vital Statistic Register and forward all documents after
registration to the Office of the Registrar General.

2.4 Support by-law and parking enforcement administration, including entry of parking
tickets.

2.5 Responds to all animal complaints and liaise with the Humane Society for follow-up
or investigations. Sell dog licenses and maintain register of dogs, including software
for pet registration. Prepare public notices for dog licensing and order dog licensing
supplies. Assist with updating the Animal Care and Control By-law.

3. Other (10%)

3.1 Distributes correspondence to appropriate stakeholders, internally and externally.
3.2 Books Council Chamber and Committee rooms during business hours.
3.3 Takes inventory of office supplies and orders supplies and contacts vendors for office

equipment repairs, as needed.
3.4 Provides administrative support to the Office of the Clerk as required.
3.5 Works in a safe manner in accordance with the Occupational Health and Safety Act,

associated regulations, other applicable legislation, Town by-laws, policies,
procedures, and guidelines.

3.6 Other related duties, as assigned.

The successful candidate will possess the following:

Education 
Secondary school diploma.

License, Registration and Training 
Police Vulnerable Sector Check (Level 3) or Judicial Matters Check to the satisfaction of

the Town.

Experience 
One (1) year of experience in an administrative and customer service focused position. 
Experience handling payment/cash transaction (e.g. operating a cash register, security/

safeguarding and balancing).

Knowledge/Skills/Abilities 
Service-oriented approach to delivering a positive customer experience 
Knowledge of a broad range of Town services, programs and initiatives 
Advanced knowledge of Microsoft Office Suite, familiarity with internet and social media 
Understand municipal government 
Excellent interpersonal, oral and written communication skills 
Organization and planning skills and the ability to work in a high pressure, multitasking

environment 
Excellent problem solver with a goal of proactively identifying customer concerns and

finding quick and positive resolutions 
Accurate record keeping and ability to handle financial transactions 
Work independently, punctual and reliable

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Customer Service Representative, Town Hall Posted: February 23, 2023



Intermediate skills in Microsoft Office software including Word, Excel, PowerPoint, and

Outlook.

A combination of education, training, and experience may be considered.

Town of Grimsby Job Posting Page 5 of 5