Customer Service/administration Representative

2 weeks ago

Waterloo, Canada The City of Waterloo Full time

Employment Status: Regular Full-Time
- Pension
- Weekdays - Days

**Customer Service/Administration Representative - Service Centre**

**Competition Number**: 15320

**Primary Work Location**: Waterloo Service Centre

**Posting Status**: Internal / External Job Posting

**Salary Range**:$26.73 -$33.41 (Band: K)

**Number of Positions**: 1

**Employment Group**: Staff Association

**Job Status**:Temporary, Part -Time ( up to 4 months)

**Posting Release Date**: January 16, 2025

**Hours of Work**: 28 hours / week

**Posting Closing Date**: January 31, 2025

**Why work with us**:
The City of Waterloo is a rewarding place to work. Each day, you will support and/or participate in the delivery of services that impact residents of this city, making it a great place to live, work and play for everyone.

Home to two world-class universities, a top-ranked college, a tech ecosystem, entrepreneurs and small businesses, there is a readiness to do things differently in Waterloo. Our vision is to be a leader in sustainability and to build a future-ready community for all. We are committed to workplace wellbeing and providing an inclusive, safe and enjoyable work environment.

For more information about the City of Waterloo’s **Strategic Plan, Vision, Values and Guiding Principles,**please click here**:City of Waterloo 2023-2026 Strategic Plan**.

**What we offer**:

- Supportive and caring organization that promotes respect, inclusivity, health, safety and wellness;
- Dedication to the organization’s commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion through ongoing training and access to related programs and workshops, opportunities to connect with others around topics of social justice and equity, and opportunities to be involved with the initiatives that guide this corporate journey;
- Certification as a Living Wage Champion;
- Defined Benefit Pension Plan (OMERS) eligibility for all employees;
- Flexible work schedules, paid vacation and personal days, and the opportunity to bank overtime*;
- Substantial internal and external training and development opportunities;
- Opportunities to get involved and give back to the community;
- Employee-wide events, activities, site visits, BBQs, etc.;
- Complimentary FitPass for City of Waterloo employees and family members for leisure, swim, and fitness drop-in programs; and,
- So much more

**What you will do**:
Reporting to Manager, Service Centre Operations, your primary responsibilities will include, but are not limited to, the following:

- Respond promptly to customer inquiries and requests; resolve customer concerns and complaints
- Create service requests for work that needs to be completed and ensure inquiries are delivered to the appropriate staff in Integrated Planning & Public Works (IPPW), Parks, Forestry & Cemetery Services, Facility Management, Procurement and Information Management and Technology Services (IMTS)
- Schedule underground locate appointments for construction work through Ontario One Call for City Utilities and Transportation
- Enter data from time and equipment cards using Maximo
- Answer social media and website inquiries for IPPW and Parks, Forestry & Cemetery Services
- Update and complete on-call lists for CUPE staff
- Provide administrative support and track boot allowances for all divisions
- Requisition to bill for IPPW
- Book and distribute daily appointments for City Utilities
- water meters, water operations, sewer operations
- Conduct quality assurance checks on work orders and service requests
- Daily cash handling and associated reporting; reconciling and balancing revenues
- Administrative support to both office and field staff
- Provide input into programs, services and event performance evaluation; recommend changes to programs, and services to support goals and objectives of section, division or department
- Work collaboratively with managers, supervisors and others to ensure seamless delivery of facility activities, services and programming
- Work with internal and external customers, including affiliated groups, to support Service Centre operations goals and objectives
- Participate in the development of office policies, procedures and best practices
- Ensure compliance with accessibility and health and safety legislation

**What you will bring**:

- Post-secondary diploma in Office Administration or a related field with 2 years’ of front line customer service or administrative experience, preferably in a public sector environment; equivalent combinations of education and experience will be considered
- Familiarity with public works and city operations; understands locates, service requests and work order processes
- Demonstrated experience in using Maximo, or a similar work order management system, for data entry, running queries, and gathering information
- Excellent interpersonal and communication skills to deal effectively with internal and external customers
- Demonstrated ability to work collaborativ

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