Customer Service Representative

2 weeks ago

Kitchener, Canada City of Kitchener Full time

**Customer Service Representative (Revenue)** (Temporary Full Time for Approximately**12 months)**

**Job**S**tatus**:
Temporary Full-Time (for approximately 12 months)

**Pay & Grade**:
$60,097 to $74,649 annually, Grade: 6

**Hours** of Work**:
35 hours per week

**Initial location**:
Kitchener City Hall

**Posting period**:October 28 to November 5, 2025 (at 6:00PM)

**Overview**

We’re looking for a customer-focused representative to handle inquiries related to property taxes, utility billings, parking fines. This role requires strong communication skills and attention to detail to ensure a seamless customer experience while maintaining accurate financial records.

**Responsibilities**
- ** Customer Inquiries**: Respond professionally and politely to telephone and counter inquiries about property taxes, utility billings, parking fines, and more.
- ** Utility Bill Assistance**: Explain bill calculations, adjustments, and provide guidance on high bills.
- ** Account**Changes**: Process account changes due to customer moves, including scheduling final meter reads, setting up accounts, and promoting existing revenue programs.
- ** Tenant Contracts**: Set up tenant contracts, determine applicable deposits, and calculate deposit amounts.
- ** Payment Arrangements**: Negotiate payment plans and initiate account transactions, ensuring accuracy and legitimacy.
- ** Tax Bill Assistance**: Explain routine tax bill calculations and adjustments.
- ** Payment Processing**: Handle over-the-counter payments, maintain an accurate float, and balance daily.
- ** Account Updates**: Update tax and utility account information and process adjustments.
- ** Flexibility**: Adapt to regular rotations in workstations and shifts.
- ** Additional Duties**: Perform other related tasks as assigned.

**Requirements**:

- **Education**: Minimum Grade 12 diploma.
- ** Experience**: Minimum 1 year of related work experience.
- ** Communication Skills**: Superior verbal and written communication skills, with the ability to pass a related test.
- ** Customer Service**: Ability to handle customer interactions courteously and effectively, especially in stressful situations.
- ** Organizational Values**: Support and project values compatible with the organization.
- ** Stress Management**: Demonstrated coping skills for stressful situations.
- ** Technical Skills**: Experience with computerized billing/payment systems, especially ERP systems like SAP.
- ** Teamwork**: Ability to work efficiently under pressure in a busy team environment.
- ** Organizational Skills**: Proven ability to prioritize tasks with mínimal supervision.
- ** Computer Proficiency**: Proficient in Windows, Word, and Excel.
- ** Accuracy**: High level of accuracy and well-developed keyboard skills.
- ** Mathematical Skills**: Good mathematical skills, with the ability to pass a related math test.
- ** Cash Handling**: Experience handling daily cash amounts exceeding $5,000.
- ** Confidentiality**: Experience dealing with confidential information, exercising discretion and good judgment.
- ** Software** Experience**: Working knowledge of SAP, specifically CRM, and a banking background.
- ** Reliability**: Reliable with a positive attitude and good employment record.

**Department/**Division**:
Financial Services, Revenue

**Group**:
CUPE 791

**Competition Number**:
2025-395

**Job Code**:
0019

**Number of positions**:
1

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