Team Feature: Customer Service Team

The Town’s Customer Service team is 9 people strong, supported by a cross-functional network of municipal subject matter experts. The team has an impressive amount of customer service experience, with a combined 208 years of experience between them to tap into when navigating routine and complex interactions. 81 of those years are dedicated to municipal operations!

The team manages approximately 55-60 thousand inquiries from the public each year, and file closure rates have been a key consideration in revamping day-to-day operations. The team is proud of their ability to resolve 80 per cent of inquiries within the first contact, and maintain average wait times of five minutes or less, even during high call volumes. In 2024, they were able to resolve and close more than half of public inquiries files within seven days!