Public Service - Public Service Representative; PSR

Public Service
- Public Service Representative (PSR)
Job Description

Posted Friday, July 24, 2026 at 4:00 AM | Expires Friday, August 7, 2026 at 3:59 AM

Help Lakeshore build the best team to serve the residents of Lakeshore!

This posting represents new positions due to organizational growth

Position:
Public Service Representative (PSR)

Salary: $31.87 to $37.28/hour (2026 rate)

Union: CUPE, Local 702.4

Reports to:
Supervisor
- Client Services

Reporting to the Supervisor Client Services, in support of a quality customer experience, the Public Service Representative will answer, transfer and processes inquiries to appropriate Municipality of Lakeshore departments or personnel; respond to citizen inquiries regarding municipal services, programs, and hours of operation; while providing clerical support to the Community Services Division.

• 1 year college diploma in Office Administration, Hospitality or equivalent experience in customer service delivery.
• 1 year of experience in dedicated customer service, guest services, office administration, and cash handling.
• Call Centre experience is an asset.
• Experience in recreation and a municipal environment is preferred.
• Must have a pleasant, courteous manner to interact with members of the pubic in a professional way.
• Spelling, grammar, and professionalism in written communication
• Experience working with a softphone and tracking interactions is considered an asset.
• Must have a minimum typing speed of 40 wpm.
• Bilingual considered an asset

• Knowledge in computer-based software (Microsoft Office, web-based programs, and other recreational scheduling programming).
• Working knowledge of Active Net recreational facility scheduling software is an asset.
• Ability to problem solve and relay department policy to users/customers.
• Effective inter-personal and oral/written communication skills.
• Strong organization skills to effectively complete/deliver and prioritize assigned tasks and responsibilities within established timelines.
• A comprehensive knowledge of municipal departments and services is an asset.

Major Responsibilities:

• Answer and process incoming inquiries by phone, email or in person in a professional and courteous manner maintaining customer satisfaction; determine nature of inquiry; provide information; determine service needed; ask probing questions and use multiple computer applications; transfer or refer to applicable department or staff if required.
• Enter information regarding service requests into customer relationship management software; forward request to appropriate staff; record customer service requests/complaints in accordance with established protocols.
• Receive and process recreation program registrations, marina seasonal slips, facility rentals, pavilion rentals, etc.
• Assess the urgency of requests/inquiries, escal...>]...
• Re-direct callers to outside agencies, providing contact information as required.
• Relay calls of an emergency nature to 911 dispatch centre.
• Receive and process payments for Municipal applications, permits and accounts.
• Prepare daily bank deposits and reconcile revenues with facility bookings, programs and cash summary journals.
• Assist in scheduling appointments for the public with other municipal divisions.
• Provide information regarding Municipality of Lakeshore programs, services, and hours of operation. Search various computer software data bases/programs for required information (e.g. Public Service Unit Knowledge base, City Works system, Internet, Lakeshore Website, GIS, Lakeshore Intranet, etc.).
• Liaise with staff in other divisions to gather information and to develop service options for customers.
• Respond to citizens’ inquiries or concerns and make every effort to resolve without having to transfer or elevate the call.
• De-escalate high pressure situations, for example, managing interactions with difficult customers on the phone or in person.
• Keep abreast of Lakeshore activities discussed in media (e.g. Public Service Announcements).
• Record all main line telephone messages, as required (e.g. holiday messages, after-hour messages, etc.).
• Maintain the Public Service Unit’s knowledge base, ensuring…