Customer Service Representative

Service Area: Corporate ServicesDepartment: Strategic Communications and Community EngagementDivision: ServiceGuelphWork Location: City Hall, 1 Carden StWork Mode: In-personJob Type and Duration: Temporary, Full Time Vacancy for up to 6 monthsNumber of Open Positions: 1Salary Range: $ $37.67 per hour (Feb 1, 2026 Rate)Affiliation: CUPE Local 973Posting Period: January 12, 2026 to January 26, :59 p.m.

Why Join the City of Guelph?

When you join the City of Guelph, you join a team of over 2000 employees who deliver services the community relies on every day. Together, we are bringing to life Guelph's vision of an inclusive, connected, and prosperous city where we look after each other and our environment. As a single tier municipality, we offer a variety of occupations and career specialities within our organization. Guided by the goals and objectives of the Future Guelph: Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Community Vision for an inclusive, connected, prosperous city.

What we offer

We offer competitive wages and comprehensive benefits to meet the needs of our diverse employees. Many of our positions offer:

• Paid vacation days, increasing with years of service
• Paid personal days;
• Defined benefit pension plan with OMERS, including 100-per-cent employer matching;
• Extended health and dental benefits, including Health Care Spending Account;
• Employee and Family Assistance Program;
• Parental leave top up program;
• Learning and development opportunities including tuition assistance
• Employee recognition programs.

Reporting to the Supervisor, ServiceGuelph, we are looking for a temporary people-focused customer service representatives to join our team. As the first person that citizens encounter in person and by phone, ServiceGuelph delivers services and information with professionalism, efficiency, and accuracy.

Our customer service team members are genuine and eager to help people. They are patient and empathetic, friendly, and listen respectfully to understand a customer's needs. Solving challenging problems is common and it comes naturally for customer service representatives. They are confident, creative, and use resources to find complete answers and go the extra mile to help customers.

Guided by the goals and objectives of the City's Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Vision for an inclusive, connected, and prosperous city.

Our customer service employees are responsible for creating positive experiences that build customer trust and satisfaction. As the face of the City, it's a big responsibility and one that our people do every day.

Key duties and responsibilities

• Perform large volumes of in person customer transactions including payments, document intake and processing, providing information, and answering general inquiries.
• Process statutory documents and services.
• Handle large numbers of phone calls in the customer contact centre.
• Respond to email inquiries.
• Identify and assess customers' needs to achieve satisfaction.
• Go the extra mile to provide a positive customer experience.
• Operate and balance a cash drawer.
• Sort and process mail.
• Maintain forms, information, and data.
• Perform other duties as assigned.

Qualifications and requirements

• Experience related to the duties listed above, normally acquired through the completion of a Grade 12 diploma and one year of post-secondary education (e.g. business, accounting, customer service, etc.) and 2-3 years customer service experience (both in-person and by phone) in a high customer interaction environment. Candidates with an equivalent education and experience may be considered.
• Experience handling a high volume of payments and transactions using safe and secure practices. Has familiarity with operating a point-of-sale system including counting and balancing monies.
• Proven customer-focused service skills.
• Reputation of going above and beyond for customers.
• Excel in a team environment and enjoy sharing knowledge with others.
• Possesses strong and engaging communication skills.
• Demonstrates creative problem-solving abilities.
• Adaptable and responsive to changing work environments and customer interactions.
• Adept at navigating and resolving conflict or difficult interactions.
• Demonstrates a strong ability to learn and apply new technology tools, methods, knowledge, and information to service delivery
• Possesses strong mathematical abilities, analytical skills, and accurate record keeping.
• Demonstrates a high level of confidence when interacting with other people.
• Ability to multi-task, prioritize work, and manage time effectively.
• Intermediate skills in MS Office (Word, Excel, and Outlook).

Hours of work35 hours per week Monday to Friday between the hours of 7:00 am and 5:00 pm. Flexibility for evenings and weekends is a requirement of this position.

How to applyQualified applicants are invited to apply using our online application system by January 27, 2026. Please note all applicants must complete the online questionnaire specific to this position at the time they submit their resume and cover letter in order to be considered.

Hiring Process TransparencyThe City of Guelph is committed to fair and transparent recruitment practices. Candidates who participate in an interview for this position will be notified of the hiring decision within 45 days of their interview. Notifications will be provided in writing, or through technology.

Commitment to Diversity & AccessibilityThe City of Guelph is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where employees feel welcome, valued and engaged. Our employment policies strictly prohibit all forms of discrimination on any of the grounds in relevant laws. All employment practices are solely based on individual merit, qualifications, and organization's needs at the time. In keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, we are committed to working with and providing reasonable accommodation for qualified individuals in our job application procedures. If you need an accommodation in order to participate in the hiring process, you may contact us to make your needs known in advance.

Privacy Notice Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.