utility customer service representative

About Us:

As one of the fastest growing cities in Alberta, the City of Airdrie is a recognized leader in building a vibrant and sustainable community through innovation.

At the City of Airdrie, incredible opportunities happen every day in a flexible work environment that is tailored to each department. Our inclusive culture and values create a workplace where we welcome aspiring, driven and creative individuals to help us accomplish our business and community goals. We are supportive of one another, and we have fun while we serve our community. We are passionate about improving the lives of our residents through care and respect; that is the foundation of our organization. At the City of Airdrie, we learn, grow and accomplish great things together. We're proud to foster a workplace culture built on dedication, teamwork, and genuine care. Our commitment to creating a positive environment is reflected in our employee feedback from the 2025 Employee Engagement Survey, with 92.8% of employees saying they enjoy their work, and 92.6% feeling equipped with the resources they need to stay safe on the job.

If you have a passion for building a better community and are ready to join the excitement, we'd love to hear from you

The Opportunity:

Reporting to the Team Leader of Utility Administration, the Utility Customer Service Representative – Casual/On Call provides citizens and businesses of Airdrie with excellent customer service in the areas of customer payments, meter reading and utility account billing. The department provides for the installation and maintenance of water meters, meter reading, utility billing and collections, processing of customer payments, and answering general customer inquiries.

Responsibilities include:

• Provide front-line communication with the public, including responding to general questions for various city departments
• Provide front counter cashier support and coverage
• Provide guidance to residents on completion of related forms (i.e. applications, cancellations, changes of address)
• Process payments received through various methods (in person, online, mail, drop box, phone)
• Respond to billing inquiries, investigate, and seek resolution to customer concerns
• Perform customer payment review and management (payment extensions, arrangements, water connections and disconnections)
• Process daily account maintenance (updating and opening/closing of accounts)
• Assist with coordination of the Utility Technicians schedule

You Bring:

• Post-secondary education, certificate or diploma in administration or a related field
• A minimum of two (2) years of customer service experience
• Previous experience in accounting or bookkeeping would be considered an asset
• Microsoft Office skills, including a strong working knowledge of Excel
• Ability to handle in person customer interactions efficiently, calmly and professionally.
• Previous cash handling experience
• Previous utility experience would be an asset
• Previous experience with Microsoft Dynamics would be an asset
• Previous call centre experience would be an asset
• Ability to provide exceptional customer service
• Ability to handle multiple tasks and effectively manage workload
• High level of data entry with speed and accuracy
• Strong communication and interpersonal skills
• Aptitude for quick thinking and problem solving
• Strong organizational skills with the ability to manage time and priorities effectively
• Ability to work well within a team environment and develop strong working relationships

We Offer:

Competitive compensation and the following benefits:

• EAP (Employee Assistance Program)
• Annual adult Genesis Place pass

We believe connection and culture are the keys to our customer service. We do this through continuous learning, regular team building, and organizational social events so all employees have the knowledge to provide excellence in service to our community.

Additional Information:

This is an on call position with no guaranteed hours. Regular hours are Monday – Friday 8:00 am – 4:30 pm. Availability during these times will be required.

Next Steps:

Candidates are invited to apply online. We only accept resumes and additional application documents through our online recruitment system. In-person applications, email or other online forms will not be considered.

If you require an accommodation during any part of the application or hiring process, please contact us at and we will work with you to meet your needs.

The City of Airdrie is committed to fostering a workplace culture where belonging, equity, accessibility, and diversity are deeply ingrained into all parts of the City, where employees feel they belong, are treated with respect, and where everyone can thrive and contribute to the City's success.

Postings close at 9 p.m. on the closing date listed in the posting. We recommend applying as soon as possible as we are not able to accept late applications.

Please review the job competition carefully and be sure to attach any specifically requested documentation in the My Documents section of your application.

Interviewing and hiring may commence prior to the posted closing date.

Thank you for your interest in the City of Airdrie.