Customer Service Representative – FTTH Permit Administration

About the role

The Customer Service Representative will support the Fibre to the Home (FTTH) project by handling permit applications and related payments. Working under the Supervisor of Fibre Technical Services, the role ensures accurate processing, provides information to applicants, and contributes to the efficiency of the permit administration process.

Key responsibilities

• Receive, review and enter permit applications into the enterprise system, ensuring completeness and accuracy.
• Track application progress, update records, and communicate status and fee requirements to applicants.
• Process payments, security deposits and letters of credit in compliance with cash‑handling policies, assign correct GL accounts and issue receipts.
• Assist with daily revenue reconciliation, bank deposits and armoured courier pickups.
• Collaborate with other city divisions and FTTH team members on permit procedures, fee inquiries and counter services.
• Provide backup support to Permit Administration staff and attend team meetings to stay current on procedural changes.
• Perform other duties as assigned by the Supervisor.

Required profile

• Post‑secondary education in Business Administration or a related field.
• Minimum three years of customer service or counter experience, preferably handling permits and payments.
• Strong attention to detail and mathematical accuracy for payment allocation.
• Excellent verbal and written communication skills with the ability to explain complex procedures.
• Demonstrated commitment to service excellence and client communication.

Required skills

• Proficiency with an enterprise permit administration system.
• Cash handling and payment processing expertise.
• Basic accounting knowledge for GL account assignment and receipt issuance.