Access Hill Advisor Details | Hill

Access Richmond Hill Advisor

Reporting to the Access Richmond Hill Coordinator, the Access Richmond Hill Advisor serves as the first point of contact and provides first-tier support for residents, visitors and businesses requiring access to City programs and services. Key tasks include receiving, resolving and responding to enquiries and routine issues regarding a wide variety of City programs and services, as well as processing bill payments.

• Respond to inquiries from residents, businesses and internal staff with a focus on first-call resolution regarding City programs and services.
• Deliver service excellence in every interaction through active listening, accurate responses and timely resolution.
• Accurately create and route service requests to appropriate business areas.
• Educate callers on service levels and proactively manage expectations.
• Demonstrate empathy, sound business understanding and professionalism in all interactions.
• Prepare clear, professional written responses using appropriate templates or customized messaging.
• Provide front‑line counter service, including processing payments, issuing receipts, reconciling transactions, and ensuring daily balancing accuracy.
• Issue marriage licenses in compliance with provincial legislation, ensuring accuracy and completeness.
• Process sales of green bins, garbage tags, and animal licenses.
• Receive and process Freedom of Information (FOI) and Routine Disclosure requests, including payment handling.
• Use CRM and internal systems to access information and track service requests.
• Meet or exceed service standards including call handling time, response accuracy and customer satisfaction.

• High school diploma.
• At least 2 years of related experience.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.).
• Experience using municipal or other payment processing systems (e.g., taxes, water billing, program registrations).
• Ability to handle cash, credit/debit payments and reconcile transactions accurately.
• Strong problem‑solving skills with the ability to assess issues and provide solutions.
• Proven experience providing customer service to a diverse range of individuals in a professional setting.
• Excellent verbal and written communication skills, able to communicate clearly, respectfully and effectively.
• Commitment to continuous learning.
• Active participation in creating and maintaining a respectful, inclusive, and team‑oriented workplace.
• Demonstrated alignment with the City’s corporate values of Care, Collaboration, Courage, and Service.

• Demonstrates personal leadership.
• Builds people and culture.
• Cultivates open communication.
• Shapes the future.
• Navigates and leads through complexity and change.

The City of Richmond Hill is committed to inclusive, barrier-free recruitment and selection processes. If contacted to participate in the recruitment and selection process, please advise Human Resources if you require an accommodation.