Job Specification

Purpose of Position :

To provide bilingual reception and counter services to the public. To welcome new and returning visitors to the Archives. To provide accounts receivables and co-ordinate revenue transactions received from the public, other Government ministries and agencies. To provide administrative and clerical support to the Archives Services Unit.

Duties / Responsibilities :

1. Greet and welcome members of the public to the archives building providing a general orientation to make them feel comfortable, issuing visitor identification cards and sign-in/out registration; register new clients for using the reading room, receive mail/supplies sent by courier or transportation services and forwarding to appropriate section or person. 2. Review all e-mails received through the general enquiry site of the archives, log e-mails into the Customer Service System (GSS) and assign to staff according to a pre-determined criteria; identify urgent requests and assign as a priority and advise supervisor. Ensure e-mails are assigned on a regular basis to meet service standards. 3. Answer multi-line telephone switchboard calls to the Archives of Ontario, (including a 1-800 line and after hours voice mail), rerouting, sending messages via E-Mail system to staff, referring callers to appropriate section/staff, other ministries or institutions, using lists of frequently called numbers, directory of Archives in Ontario, provincial and community directories. 4. Provide customer service by telephone, mail/fax and at public counter by responding to enquiries and requests for information about the Archives programs such as vital statistics, location and hours of business, types of services available and applicable fees, advising on and explaining registration requirements for the Reading Rooms; advising on status of reproduction orders, directing clients to appropriate service agencies/government offices. Monitor the public lockers and client lounge to ensure use is appropriate. 5. Provide researchers/clients with completed reproduction order materials; arrange for courier/transportation services as required/requested; book out/in and maintaining log of the Archives vehicle to staff; reserve boardrooms for staff meetings, training sessions and logging in/out of audio equipment. 6. Maintain an information and accounts database for recording client work order data, issuance of invoices and recording of payments. Collect fees (e.g. for reproduction orders, photocopier card) by receiving cash, cheques, money orders or credit/debit card transactions; weekly removing and counting cash from reading room vending machines; ensure work orders are complete with description of materials sold, calculations and extensions of service fees, GST, postage and handling and total amount charged; validating cheques; providing receipts; entering payment amounts and types by updating on a daily basis as the orders are filled, mailed or picked up and payment received; reconciling cash and preparing daily balance sheets and bi-monthly deposits for verification by the Customer Service Supervisor and deposit to bank; refer any discrepancies to the Supervisor for resolution. 7. Advise customers when orders are ready for pick-up; prepare mail orders to clients with appropriate invoice; prepare journal requests for recovery funding from other ministries/agencies; compose routine correspondence to resolve outstanding payments and follow up on overdue accounts; maintain central registry of records schedules, general filing, quarterly aged receivables reports and monthly statistical reports on reproduction orders. 8. Provide administrative and clerical support to the Archives Services Unit, and other duties as assigned. Ability to lift up to 50 lbs.

Staffing and Licencing :

Job requires oral French language skills at the advanced level.

Knowledge :

Job requires knowledge of customer service standards and techniques to service clients by ensuring customers requests/needs are dealt with in a timely and accurate manner by answering inquiries over the phone or at the counter. Job requires knowledge of telephone switchboard system and related procedures for routing, rerouting and placement of calls. Job requires knowledge of the Archives programs, services, fees payable and general information of external archival institutions to respond to external client queries or to refer issues to appropriate staff, other ministries, agencies or archival institutions Job requires knowledge of finance and administration procedures relating to receiving, recording and depositing of cash, cheques, money orders and credit and debit card transactions; balancing and reconciling cash, invoicing for services provided and methods of follow-up on outstanding payments due. Job requires knowledge of operation and capabilities of personal computer and software programs for data input and updating. Job requires knowledge of use of office equipment including fax and photocopier. Knowledge of records management processes and techniques to organize and maintain electronic and manual filing systems. Knowledge of administrative systems and procedures to maintain administrative records for the section and government programs to back up branch and unit staff are also required.

Skills :

Job requires analytical skills to evaluate information and ensure accuracy and completeness; problem solving skills to identity and pro-actively resolve problems; accounting skills to process payments, issue invoices and preparing balance sheets; research skills to locate required information in support of administrative responsibilities; analytical skills to prepare statistical reports; perception skills to ensure accurate information is entered; organizational skills to plan and coordinate work tasks and priorities and to effectively deal with change and new business approaches; organizational and time management skills to complete work assignments within prescribed limits and to maintain information systems; communication skills to prepare written materials, letters, to effectively deal with staff, to accurately respond to public inquiries and to liaise with other ministries to exchange information; administrative skills to arrange meetings and provide other support; good mathematical skills are required to calculate fees payable/receivable; good judgment is required when handling accounts and when sharing information with line managers and employees and the public.

Freedom of Action :

Job requires working in accordance with established ministry administrative systems, policies, procedures and guidelines to respond to inquiries and provide service to clients. Job requires determining best source of information for clients' requests including appropriate referrals. Job requires independence in preparing invoices, routine correspondence, acting on urgent matters and special requests. Job follows standard procedures in reconciling the daily record of cash, cheques, money orders, debit/credit transactions. Reconciliation is approved by the Customer Service Supervisor.