Customer Service Representative

In all we do, we have the freedom to be our best self, belong, excel….

Why Innisfil?

Join a community-focused team that thrives on doing things differently to better serve its residents. Innisfil is an award-winning municipality applying two hundred years of small-town independence and collaboration towards a future of innovation and prosperity. Strategically located next to several major urban centres, Innisfil's central location combines big city access with small-town feel, high quality of life and a strong local workforce. With several exciting projects underway such as Orbit and the development of a new Innisfil Campus of the Royal Victoria Regional Health Centre, Innisfil is connected for business and poised for significant growth. Situated on the western shore of Lake Simcoe, Innisfil's scenic landscape featuring miles of waterfront, woodlands and farm fields are natural assets that make Innisfil the perfect place to mix business and pleasure. Just minutes from desk to dock, Innisfil has something for everyone.

We are a "family-first" organization that provides employees with flexible options to focus on what's most important in life Options include flexible work arrangements, compressed work weeks, and Hybrid Work Arrangements – just to name a few.

Why You?

At the root of our customer service approach is the belief that our residents and customers matter, and we take pride in our role as the gateway to Town services.  We are looking for a dynamic and collaborative team player who wants to make an impact on our organization and community as Customer Service Representative.

As Customer Service Representative you will perform an integral role under the information and intake umbrella, acting as the first point of contact for all incoming inquiries from the public. Dedicated to excellence in customer experience and thriving in a growing and fast-paced environment, you will go above and beyond to deliver meaningful and unforgettable customer experiences by:

• Thoroughly analyzing, researching, and screening inquiries/complaints using various systems, tools, resources, reference material, and in-depth knowledge of Town services, operations, and by-laws to deliver accurate information and comprehensive first contact resolutions.
• Fulfilling the function of centralized payment processing for all payments remitted to the Town outside of digital channels; staying informed on and upholding the financial policies and best practices of the Town.
• Exercising strong judgment in effectively identifying issues that are urgent and/or require immediate attention; initiating action with a member of the Resolutions team and/or service area partner(s).
• Managing a ward-based portfolio of long-term public inquiry files, taking ownership of customer and stakeholder inquiries that require further action, investigation, and/or internal consultation.
• Proactively delivering key messaging that promotes Town services, projects, initiatives, and events, to encourage public education, engagement, and feedback. 

The ideal candidate has:

• Post--secondary diploma (2 or 3 year) in Business Administration, Hospitality Management, Customer Service, or related field required.
• Two (2) to three (3) years' experience in a high-volume customer service environment required.
• Consideration is provided to candidates possessing a high school diploma (or recognized equivalent) with a minimum of three (3) years of demonstrated experience in a high-volume customer service environment.
• Computer proficiency with experience utilizing Microsoft Office Suite, Customer Relationship Management software, Call Centre software, digital engagement platforms, financial systems, and systems related to permits, registrations, bookings, and self-serve options.
• A valid Class 'G' Driver's license and reliable vehicle to use on corporate business and ability to attend evening meetings or other events, if necessary.

Closing date is November 27, 2025.

To apply to this position, submit your application online through our applicant tracking system. In the event you require an alternate method of submitting your application, please contact the Town's People & Talent team by calling For more information on this position, please review the attached job description under the "Additional Information" heading below.

The Town of Innisfil is committed to diversity and inclusion in our workplaces. We are passionate about attracting and retaining individuals who represent the diversity in our own community and beyond, as we work together to best serve our residents. We inspire one another in an inclusive environment where all individuals belong and are valued, respected and uplifted.

We thank all applicants and advise that only those selected for an interview will be contacted. Personal information will be used to determine eligibility for potential employment and is pursuant to the Municipal Freedom of Information and Protection of Privacy Act.

Accommodations for persons with disabilities will be provided, on request, to support candidate participation in all aspects of the recruitment process. To request accommodation, please contact People & Talent.