Team feature: Customer Service

Whether it’s on the phone, in person or through our digital channels, the Customer Service team helps members of the public access Town services in a positive and friendly way. Customer Service offers single-point-of-contact delivery of effective solutions to public inquiries and concerns. We don’t just focus on processing a resident’s request, we look for ways to support them on their journey. This support has been more important than ever as we navigate the ever-changing circumstances of the COVID-19 pandemic.

Channeling services and interactions centrally through Customer Service allows for better data collection, issue analysis, and centralized tracking from initial inquiry to resolution. Our model is based on the principal of engaging the right resources at the right times to most efficiently and effectively deliver value for every tax dollar.

“We are the frontline facilitators, helping residents and colleagues navigate municipal services.”

There is an overwhelming amount of support, guidance and accountability that allows us to make a positive impact, not only in our community, but also with our internal partners. Our service delivery model nurtures cross-functional collaboration in resolving public inquiries and leverages learning opportunities giving frontline staff greater knowledge and opportunity to support our goal of answering each inquiry fully at the first point of contact. In all we do, we are empowered and appreciated which inspires us to continue raising the bar in excellence in municipal customer service delivery.

“Extraordinary work culture where ideas and differences are embraced, and there is continuous encouragement and opportunities for growth.”

As a highly engaged team, the Customer Service team has more than 35 years of combined service. Our longest serving team member has supported our community for more than 12 years! The changes that have occurred during that time have been continually progressive and innovative, and there are always new opportunities to be at the forefront of ground-breaking projects and initiatives. The experience gained in Customer Service provides a solid foundation for a successful One Town, One Team journey.