Customer Service Representative

4 days ago

Kitchener, Canada City of Kitchener Full time

**Customer Service Representative (Revenue)**

**(Temporary Full Time for up to 12 months)**

**Competition Number**

2024-165

**Job Code**

0019

**Posting Date**

April 4, 2024

**Closing Date**

May 14, 2024 (at 6:00pm)

**Job Status**

Temporary Full-Time

The **City of Kitchener** is a vibrant and dynamic city of approximately 270,000, in the heart of southwestern Ontario. As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build its neighbourhoods, its digital infrastructure and its diverse economy.The **City of Kitchener** is WHERE you want to work Learn more about the top reasons to join us:
**Why work at the City of Kitchener**

**Responsibilities**:
- Professional, polite, and effective response to telephone and counter inquiries regarding property taxes, gas, water, storm water and water heater billings, parking fines and miscellaneous receivables.
- Explains utility bill calculations, adjustments, minimum bill charges and provides guidance when bills are abnormally high.
- Process requests for change to accounts due to customer moves including scheduling of final meter reads, account set up and advertisement of existing revenue programs.
- Set up tenant contracts, determine if a deposit is applicable and calculate deposit amount.
- Negotiate payment arrangements and initiate account transactions for various adjustments, completing any research necessary to ensure that transactions are legitimate and accurate.
- Explain routine tax bill calculations and adjustments.
- Process over-the-counter customer payments and maintaining an accurate float and balancing daily.
- Update tax and utility account information and process account adjustments.
- Flexibility is necessary as there are regular rotations in workstations and shifts.
- Perform other related duties as assigned.

**Requirements**:
- Minimum Grade 12 diploma and 1-year related work experience.
- Experience with computerized billing/ payment systems, specifically enterprise resource planning systems, such as SAP.
- Experience in the use of a computer and proficient in the use of Windows, Word, and Excel.
- Experience in handling daily cash amounts exceeding $5,000.
- High level of accuracy and well-developed keyboard skills.
- Good mathematical skills and be able to pass a related math test.
- Experience dealing with confidential information and the ability.
- to exercise discretion and good judgment.- Excellent communication skills, both verbal and written, and be able to pass a related test.
- Must have the ability to deal effectively with customers in a courteous and effective manner, especially in stressful situations.
- Ability to work efficiently under pressure in a busy team environment and ability to effectively deal with stressful situations
- Must have proven organizational skills and the ability to prioritize tasks with mínimal supervision.
- Must have proven ability to work well in a team environment.
- Must have the ability to support and project values compatible with the organization.
- Must be reliable with a good attitude and employment record.
- Preference will be given to applicants with a working knowledge of SAP, specifically CRM.
- Further preference will be given to applicants with a banking background.

***
- Please note that as per Human Resources Policy _HUM-HIR-_110, "Employment of Relatives of Staff Members and Elected Officials":_
- "The immediate relatives of staff of the Human Resources Division, all _Directors,_ General Managers_, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity._
- The immediate relatives of all other Management personnel shall not be employed where such employment would be:_
- 1. within the same Department in the case of permanent full-time, temporary full_-time and part-time classifications._
- 2. within the same Division in the case of students."_

**Department**

Financial Services

**Division**

Revenue

**Union Affiliation**

CUPE 791

**Number of Positions**

1

**Hours of Work**

35 hours per week, Monday to Friday

**Location**

**Initial Location
- City Hall

**City**

Kitchener

**Compensation**

**Salary Range**

$56,140 - $70,173- effective Nov 1, 2024 $56,357 - $70,444**Grade/Band**

6

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