Customer Service Representative – Finance

Why work for the Town of Canmore? For starters, you can take great pride in our collaborative organization, its positive work culture and our amazing group of talented people who genuinely care about our community and accomplish outstanding work each and every day for its citizens. As a municipal government organization, the Town of Canmore exists to serve the community and visitors to Canmore. The organization is committed to supporting a triple bottom line sustainable future for all by promoting wellness and active living, being leaders in environmental stewardship, and ensuring the effective and efficient use of taxpayer dollars
Position Overview:
As a member of the Finance team, the Civic Centre Customer Service Representative will be responsible for greeting and welcoming clients (internal and external) at the Civic Centre Front Desk and providing information and assistance. Duties entail responding to inquiries, processing payments, completing forms, data entry, and assisting the finance team with administrative duties.
Core Accountabilities:
Front Desk Operations & Customer Service
• Greet and assist visitors, residents, and interest holders with inquiries and service requests in a professional and respectful manner
• Handle incoming calls and various email accounts, direct to appropriate departments, and document messages accurately
• Maintain a clean, organized, and welcoming front desk environment
• Process transactions and payments using municipal accounting software with attention to detail
• Perform reconciliations for daily cash outs and electronic deposits
• Respond and assist customers with routine inquiries, forms, procedures, and online submissions
• Provide administrative support to the finance and other departments as requested
Administrative Support & Documentation
• Create and maintain accurate records, spreadsheets, and documents using Microsoft Office programs
• Prepare reports and correspondence that are clear, professional, and error-free
• File, organize, and retrieve documents in accordance with municipal procedures and retention policies
• Assist with data entry, scheduling, and administrative tasks in a multi-tasking environment
• Meet established deadlines while managing competing priorities
Staff Training & Mentoring
• Train new front desk and administrative staff on customer service standards, procedures, and systems
• Share knowledge of Civic Centre services, policies, and municipal processes
• Provide guidance and support to help new team members succeed in their roles
• Model professional communication and problem-solving approaches
Problem-Solving & Process Improvement
• Identify operational challenges and propose practical solutions
• Investigate discrepancies or complaints with a systematic and analytical approach
• Contribute ideas for improving customer service, efficiency, and teamwork
• Collaborate with colleagues to resolve issues and enhance Civic Centre operations
Health and Safety
• Fulfil worker responsibilities under the Town of Canmore Health & Safety Directive
• Participate in the Town’s health and safety program, following all safety legislation, policies, and procedures
• Perform work safely and protect the health and safety of self and others
• Refrain from causing or participating in harassment or violence
• Report incidents, injuries, and unsafe or harmful worksites, acts, or conditions
Key Competencies:
• Takes initiative to deliver timely, effective, and appropriate service that meets the needs of clients and interest holders. Anticipates needs, responds proactively, and follows through on commitments to ensure a high standard of service. Demonstrates a respectful, solution-oriented approach, building trust and positive relationships
• Fosters effective collaboration by building strong networks, promoting cooperation across teams and boundaries, and aligning partners and interest holders to achieve shared organizational priorities and outcomes
• Effectively represents the organization in external settings and builds strong relationships with interest holders, partners, and the community. Communicates the organization’s positions clearly on complex or sensitive issues and contributes to enhancing its reputation and influence
• Demonstrates integrity through consistent, competent performance, ethical decision-making, and clear, values-based communication that reflects what is best about the organization
• Applies self-awareness and emotional regulation to remain effective and composed in a variety of situations, recognizing and responding appropriately to the emotions of self and others, fostering positive relationships and a respectful, supportive environment
• Demonstrates self-motivation and a proactive approach to work, taking action independently without reliance on external pressure. Consistently seeks opportunities to contribute, solve problems, and improve outcomes