OFFICE SUPPORT ASSISTANT

Amendment #1

05/31/2024 : Shift Information: hours changed to "35 hours per week".

• Job ID: 46365

• Job Category: Customer Service

• Division & Section: Corporate Real Estate Management, FM Civic Buildings

• Work Location: Rotationally between three locations -100 Queen St W (City Hall); 61 Front Street (Union Station) and 55 John St (Metro Hall)

• Job Type & Duration: Full-time, 3 Temporary (24 months) vacancies

• Hourly Rate: $29.43 - $32.27

• Shift Information: Monday to Friday, 35 hours per week, In-Office

• Affiliation: L79 Full-time

• Number of Positions Open: 3

• Posting Period: 21-May-2024 to 04-June-2024

Job Summary:

To provide administrative, clerical and customer service support to clients and staff on the modernized co-working floors in various City of Toronto buildings, while collaborating with Corporate Real Estate Management (CREM) and other Divisional operations teams.

Major Responsibilities:

• Performs customer service and administrative functions that support the onsite delivery of client services on modernized co-working floors in various City of Toronto buildings, including onsite client support and space usage monitoring.

• Collaborates with various Divisions to ensure health and safety protocols such as fire evacuation and emergency response planning and testing are being properly followed.

• Assists the Supervisor by providing general administrative support with tasks and ad-hoc projects.

• Monitors and tracks the Office Support inbox, determines the nature of the request and processes correspondences accordingly.

• Responds to inquiries in person, through online portals, e-mail, and telephone, and documents the progress while ensuring complex issues are escalated to the Supervisor for resolution.

• Organizes staff and visitor events in the designated showcase areas.

• Guides clients to the appropriate channels to submit service requests for facility and technology-based issues.

• Provides building-specific updates and notifications to management, Divisional staff and representatives from external agencies and corporations.

• Notifies the Supervisor/Manager if client organizations are not following shared space usage policies and guidelines, ensuring cohesive alignment.

• Checks client service requests to hold events in designated showcase areas and examines the areas to determine equipment requirements.

• Checks workplace and workspaces to ensure the areas are organized and free of hazards. Ensures materials, equipment, furniture, and supplies are available, clean and in safe condition. Reports any damage or needed repairs to Supervisor/ Manager for follow up.

• Promotes a client centric culture by cultivating customer relationships and utilizing administrative skills, systems and knowledge.

• Conducts quality assessments for day porter services and workspace cleaning to ensure standards are property being applied.

• Sets up furniture/equipment for meetings and events.

• Assists clients and staff in transitioning to the newly established workplace models, i.e. activity-based working.

• Maintains usage trends and occupancy data in dashboards using various workspace booking tools to measure workplace effectiveness .

• Prepares and processes documents and reports and assists City staff with conducting surveys and other forms of research.

• Communicates information to all levels of staff in client Divisions.

• Attends team meetings, reviews upcoming events, examines various issues, and communicates challenges and areas for improvement based on client feedback to the Supervisor/Manager.

• Collaborates with various CREM staff to gather and disseminate information that would impact clients’ ability to use co-working spaces.

• Monitors and orders office supplies, restocks the business centres, lunchrooms and serveries.

• Liaises with Project Management Office and Technology Services to organize and maintain office furniture, equipment and meeting room technology.

• Communicates with Technology Services Division regarding any technology-related issues to ensure Wi-Fi connectivity is maintained.

Key Qualifications:

1. Considerable customer service experience responding to and resolving client requests in a comparable industry or field (e.g. hospitality, property management, event coordination, facilities management).

2. Considerable experience maintaining, reporting data and managing emails through utilizing MS Office Suite (e.g. Excel, Word, Outlook) and database systems.

3. Considerable experience inspecting and ensuring workplace and workspaces are clean and in safe condition and standards are met by ensuring materials, equipment, furniture and supplies are available.

4. Experience working with technologies related to service request or work order management, workspace booking, day use lockers, video- and web-conferencing, and/or digital whiteboards.

You must also have:

• Excellent customer service, problem solving, and conflict management skills, with the ability to work cooperatively with a team and independently.

• Effective oral and written communication skills, including the ability to prepare accurate and concise operation reports and emails to clients and the ability to deal effectively with all levels of staff, clients, tenants, and the public.

• Excellent time management and organizational skills, including the ability to multi-task, assess priorities, and meet deadlines under time constraints.

• Ability to write and format reports, documents, and correspondence for a range of audiences.

• Ability to conduct comprehensive reviews of documents and data with an emphasis on accuracy and attention to detail.

• Strong analytical and problem-solving skills in combination with the ability to perform duties under minimal supervision.

• Ability to work effectively within a dynamic team environment as well as project team setting as required.

• Commitment to delivering superior customer service, performance quality and continuous improvement.

• Proficiency with electronic spreadsheets, word processing, email software and presentation software such as MS Word, Excel, Outlook PowerPoint, and database applications.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request . Learn more about the City’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .