Customer Service Associate – Assisted Snow Clearing Services

Employment Status: Part-Time Casual (Temporary)

✓ Pension

✓ Weekdays ✓ Days

Customer Service Associate – Assisted Snow Clearing Services

Competition Number: 20671

Primary Work Location: Waterloo Memorial

Recreation Complex (WMRC)

Posting Status: Internal / External Job Posting

Hourly Range: $21.81 (Band O)

Number of Positions: 1

Employment Group: Part-Time Casual

Job Status: Temporary, Casual PT (up to 16 months)

Posting Release Date: November 24, 2025

Hours of Work: Up to 24 hours / week

Posting Closing Date: December 3, 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 Strategic Plan.

What we offer:

• Supportive and caring organization that promotes respect, inclusivity, health, safety and wellness;
• Dedication to the organization's commitment for 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;
• 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, Community Programming in the Community Programming and Outreach Services Division, your primary responsibilities will include, but are not limited to, the following:

• Act as the first point of contact for the City's assisted snow clearing programs which are facilitated by contractors, brokered workers, and volunteers.
• Assist customers with completing applications online, in-person or over the phone.
• Address general inquiries from members of the public with respect to program application, eligibility and service options, referring to other community services as necessary.
• Support the coordination and matching of services based on client eligibility.
• Provide follow up calls to registered clients to confirm service details and expectations.
• Support administrative tasks including printing, mail outs, collecting and maintaining records, facilitating the completion of satisfaction surveys.
• Ensure exceptional customer service for customers requiring assisted snow clearing services.
• Provide customers with general information regarding other programs and services that the City offers.
• Answer phones and respond promptly to the needs of registered clients receiving snow clearing services.
• Working collaboratively with internal partners to register new clients, troubleshoot client complaints, and follow up regarding resolution.
• Maintain a safe and clean working environment, including identifying and reporting any safety hazards.

What you will bring:

• A High School Diploma or equivalent combination of education and experience.
• Experience providing front-line customer service.
• Excellent customer service focus with strong communication and interpersonal skills.
• Demonstrated problem-solving skills and the ability to work well both independently and in a team setting.
• Ability to effectively multi-task and handle changing priorities.
• Strong organizational skills and attention to detail.
• Proficient computer skills (MS Office, Excel, Word).
• A passion for promoting and maintaining a healthy and safe workplace and the ability to work respectfully and effectively in a team environment.
• Strong commitment to delivering quality customer service.
• Demonstrated commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion.

What we will require:

• A Criminal Record & Judicial Matters Check satisfactory to the City.
• Proof of your current and valid certificate(s), licenses and/or educational qualification, if applicable.

Scheduling note:

Please note there will not be any hours offered between May 2, 2026 and mid-August 2026.

Be You @ Waterloo (Our Commitment to Diversity, Equity, Inclusion and Belonging):

The City of Waterloo acknowledges that our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples, and is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. The City is dedicated to advancing the organization's commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion and to reducing barriers to employment opportunities. Applications from members of historically underrepresented groups, including Black, Indigenous, racialized communities, women, persons with disabilities and members of 2SLGBTQ+ are encouraged for positions at all levels within the organization. Candidates from historically underrepresented groups are encouraged to self-identify in their application.

Accommodations are available throughout all stages of the recruitment process in accordance with the Human Rights Code and other applicable legislation. We encourage applicants to access support(s) that may be needed. To request accommodation during the application process, please email , quoting the position and competition number. Applicants advancing to the next stages of the recruitment process will be provided with additional opportunities to make their needs known.