Corporate Customer Service Representative

**Corporate Customer Service Representative**

**Job**S**tatus**:
Temporary Part-Time

**Pay & Grade**:
$30.075 to $37.593 Hourly **Grade**: 6

**Hours** of Work**:
Up to 24 Hours per week

**Initial location**:
Kitchener City Hall

**Posting period**:
April 22, 2025 to April 29, 2025 (at 6:00pm)

**Overview**

Reporting to the Supervisor, Corporate Contact Centre, Corporate Customer Service Representatives (CCSR's) are responsible for performing a variety of customer-focused information and facilitation services for residents and customers of the City of Kitchener. CCSR's will manage a wide variety of inquiries from internal and external customers as they are directed through the city's Corporate Contact Centre. This role is temporary for approximately 11 months.

**Responsibilities**
- Provides information, redirects calls and guides customers concerning municipal functions, services, policies, and programs.
- Generates service requests on behalf of customers via City Works and Lagan software and updates service requests to reflect such information as action taken, resolution achieved, or further action required.
- Follows up as necessary on unresolved issues and requests, occasionally requiring interactions over several weeks; finds responsible internal party to accelerate action and keeps customer apprised of resolution status.
- Must be able to prioritize incoming communications in order to ensure that emergency requests are responded to in accordance with emergency procedures.
- Documents customer complaints, requests, and issues using the Lagan and Cityworks programs (e.g., property standards, parking).
- Answers incoming telephone calls in accordance with applicable call centre processes and guides callers in accordance with Corporate Contact Centre business processes.
- Provides general information on programs and services of the Departments, Agencies, Boards and Commissions to internal and external customers.
- Research general questions concerning precise departmental responsibility for City, Provincial and Federal programs and services.
- Makes suggestions for process and information improvements and updates.
- Performs other related duties as assigned.

**Requirements**:

- Minimum Grade 12 High School Diploma, plus one-year post-secondary education.
- Minimum of 1 year experience in a contact centre environment.
- Proficient with Microsoft Office (Excel, Word, Outlook) and Windows and have the ability to learn new software programs easily.
- Highly developed customer service skills.
- Good listening, speaking and written communication skills.
- Demonstrated ability to participate as an effective team member.
- Highly developed organizational and creative problem-solving skills.
- Able to find information and provide customers with answers quickly and accurately while using multiple resources, including but not limited to internet searches.
- Able to deal with customers tactfully and effectively in a fast-paced ever-changing work environment.
- Able to work in a highly structured, measurable target driven environment.
- Able to prioritize incoming calls and tasks to meet established customer service levels.
- Proven research & analytical skills and highly developed attention to detail for problem resolution and data entry accuracy.
- Able to remain composed during emergency situations and respond in accordance with established guidelines; including but not limited to; alarm monitoring for City facilities & pumping stations, emergency natural gas & C/O phone line, confined space entry monitoring, and sewer/water emergencies.
- Able to work all shifts, 24 hours a day, 7 days a week rotation.
- Reliable with a good attitude and employment record.

**Call Centre Hours: 24hrs a day, 7 days a week (24/7)**

**Department/**Division**:
Community Services, Corporate Customer Services

**Group**:
Non-Union/Management

**Competition Number**:
2025-150

**Job Code**:
0828

**Number of positions**:
1

**Why work at the City of Kitchener