Customer Service & Administrative Support - Operations Department

Eastern Regional Service Board was established by the Province to deliver municipal services across the Eastern Region. We were established under the Regional Service Boards Act in 2012 and follow the Eastern Regional Service Board Regulations.

Eastern Regional Service Board believes every household in the province should have access to essential municipal services, such as fire and emergency services; safe drinking water and wastewater programs; and waste management services. These are an important part of keeping our communities clean and our residents safe.

We are seeking a Customer Service & Administrative Support person to provide exceptional customer service as well as data control/entry and administrative support in the Operations Division and occasional clerical/administrative services to the administration generally.

Duties And Responsibilities Include But Are Not Limited To:

  • Acts as the point of contact for customers/visitors/callers/couriers for the Operations Department and determines the nature of requests and, where possible, immediately provides requested information. In circumstances where information is unknown or not readily available, the incumbent routes requests to the appropriate team member quickly and efficiently.
  • Works closely with the Director Operations to ensure all administrative requirements are covered for the department including responding to telephone call, emails, letters, etc.
  • Complete required follow-up activities to ensure customer service targets are achieved. Verify, record, and maintain electronic records of all incoming and outgoing calls, emails, in-person, and online requests in a variety of software applications.
  • Maintains tidiness of the common areas, processes mail, orders supplies, organizes travel and accommodations when required, maintains inventory of office supplies and co-ordinates repairs to office equipment.
  • Assists in covering the front desk/reception area when needed.
  • May provide cashier services by accepting payments and providing receipts at the counter, electronically or via mail, in accordance with the various payment methods.
  • Responsible for the oversize items (formerly bulk) collections appointments each year, including communicating to customers and contractors; producing contractor appointment lists; producing reports; or any other information as required.
  • Tracks, issues, and renews permits for the Clarenville Transfer Station.
  • Tracks, issues, and renews access cards for all waste recovery facilities.
  • Supports orientation, training, and peer mentoring of new and existing employees and Board Members.
  • Maintains manual and computerized filing system and ensures that filing is completed daily.
  • Assists in conducting customer surveys, marketing programs, and provide support for special projects.
  • Provide back up as needed to team members; efficiently manage high demand situations within the organization through proactively asking to assist and providing the necessary supports.
  • Liaise with the Director or designated team member on developing and/or escalated issues/situations; endeavors to calm volatile visitors, diffuses problems and handles emergencies.
  • Maintains a high level of fluency and competency in related computerized applications and programs, keeping abreast of changes through personal study and attending training programs as required.
  • Any other related duties as required.

Required Knowledge, Skills and Abilities

  • Customer focused and positive attitude
  • Team oriented yet can work independently
  • Attention to detail
  • Ability to handle difficult conversations with tact, respect and diplomacy
  • Ability to source information and utilize all available resources to problem solve.
  • Exercise confidentiality and discretion with client information.
  • Results orientation
  • Ability to adapt to changing needs and establish priorities.
  • Communication skills including quickly create trust with clients and team members, active listener, inquisitive nature, and clarifying understanding

Education and Experience

  • Successful completion of a post-secondary Office Administration Program from a recognized educational institution, supplemented by 3-5 years’ work experience at an administrative support level.
  • Knowledge of social media (Facebook, Twitter) and web-based applications.
  • Proficient in Microsoft Office applications (Outlook, Word, Excel)

Compensation

The salary range for this position is $52,001 - $57,875 per annum.

Closing Date

Applications must be received by 3:00 p.m., Friday, November 15, 2024.

Interested persons should email their resumes along with three (3) references to the attention of Hiring Manager by email info@ersbnl.ca.

NO TELEPHONE INQUIRIES PLEASE. WE THANK YOU FOR YOUR INTEREST; HOWEVER, ONLY THOSE SELECTED FOR INTERVIEWS WILL BE CONTACTED.

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