City of Toronto is Looking For SUPPORT ASSISTANT B at Toronto, ON Full Time

Job ID: 38751

Job Category: Administrative

Division & Section: Revenue Services, RevSvcs Customer Service

Work Location: North York Civic Centre, 5100 Yonge St, Toronto, M2N 5V7

Job Type & Duration: Full-time, 2 Permanent, 2 Temporary (12 month) vacancies

Hourly Rate: $ 32.77- $ 35.92

Shift Information: Monday to Friday, 35 Hours Per Week

Affiliation: L79 Full-time

Number of Positions Open: 4

Posting Period: 22-Sep-2023 to 05-Oct-2023

As Support Assistant B for the Correspondence Unit of Revenue Services, your primary duty will be to address a significant volume of intricate written inquiries coming from various sources such as the general public, senior staff, agencies, other government levels, 311 services, and elected officials. To accomplish this, you will utilize extensive knowledge of policies, procedures, regulations, and computer applications related to Property Tax and Utility accounts (including Water, Sewer, and Solid Waste charges), as well as other relevant programs.

The main responsibility of the Correspondence Unit is to generate clear and concise responses to public submissions on behalf of important figures such as the Mayor, Chief Financial Officer, Treasurer, Director of Revenue Services, Manager of Customer Service, and/or Supervisor of Correspondence and Revenue Services Division Complaints.

As a Support Assistant B, you will also play a crucial role in preparing complex calculations and statements, which may include Tax History Statements, Water Consumption Statements, and receipts from previous years.

The Customer Service Unit is also responsible for creating correspondence in response to submissions from the public on behalf of the Mayor, Chief Financial Officer, the Treasurer, Director of Revenue Services, Manager of Customer Service and/or Supervisor of Correspondence and Revenue Services Division Complaints.

Major Responsibilities:
Performs varied administrative tasks involving the preparation, research, summary and reconciliation of data and the control and expedition of documents, data, revenues and cash.

Prepares and processes documents/statistical summaries/s etc. Assesses and analyses data. Drafts and signs correspondence.

Checks work for accuracy and conformity with regulations, policy and procedures and corrects/resolves outstanding/incorrect items. Identifies issues and recommends solutions. Performs complex calculations.

Directs, coordinates, schedules and trains assigned staff. Checks/verifies work of assigned staff.

Operates office equipment and computers utilizing a variety of software packages, applying speed and skill. Prepares presentation material. Utilizes detailed layout and formatting.

Co-ordinates and maintains a complex record/retrieval system. Maintains supplies inventories.

Responds to e-mails, telephone and in-person inquiries from senior staff, the public, agencies and other levels of government utilizing in-depth knowledge of procedures, regulations and criteria.

Reviews, accepts or rejects material/applications from the public, ensuring all criteria have been met.

Receives cheques for paid services, controls, monitors and prepares cash receipts for bank deposits and assists with the budget administration for the unit.

Co-ordinates meetings, events and schedules. Takes/transcribes minutes.

Key Qualifications:
Your application must describe your qualifications as they relate to:

Considerable experience composing written correspondence, drafting letters and memoranda.

Considerable experience in a customer service environment responding to enquiries by phone, email and in-person, dealing directly with the public in person and/or by phone.

Considerable experience using Microsoft Office Suite (i.e. Microsoft Word, PowerPoint, and Excel) and email.

Experience entering, retrieving and updating data and maintaining databases.

Experience performing complex calculations and data analysis.

You must also have:
Excellent interpersonal and customer service skills and the ability to communicate effectively with the public, senior staff, agencies, other levels of government and elected officials, in person, by phone and in writing.

Excellent verbal and written communication skills and the ability to compose correspondence and memoranda.

Ability to perform complex detailed calculations.

Ability to work independently with minimal supervision, prioritize work schedules and complete assigned duties within timelines.

Ability to work cooperatively and effectively as part of a team.

Strong organizational and multi-tasking skills and the ability to meet deadlines and assess priorities.

Strong keyboarding and proof-reading skills with an emphasis on attention to detail and accuracy.

Ability to exercise independent judgement and discretion in dealing with confidential matters.

Ability to handle and resolve difficult/contentious situations, often dealing with concerned citizens in stressful situations, calmly with tact and diplomacy.

Knowledge of policies, practices and legislation relating to municipal taxation, City of Toronto Act, 2006, city by-laws, provincial legislation and Municipal Freedom of Information and Protection of Privacy Act, and Occupational Health and Safety.

Knowledge of procedures, regulations and criteria regarding Property Tax, Utility (Water, Sewer and Solid Waste Billing).

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City’s Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.