P1385 - Customer Service Representative - Finance Services

Customer Service Representative - Finance Services - Job P1385

CLOSING DATE: NOVEMBER 20, 2025

JOB SUMMARY:

Customer Service Representatives (CSR'S) are responsible for providing front-line customer service for the City of Moncton through phone, email, and in-person interactions. Using a variety of technologies and systems, CSRs will provide the information our customers are looking for.

Customer Service Representatives must have good written and oral communication skills and strive for first-call resolution for all inquiries, directing customers to other personnel in the corporation only as needed.

This position reports directly to the Manager, Revenue, Billing and Collections and works collaboratively with a number of other departments who provide services to our community.

EDUCATION:

• High School graduation or GED equivalency.
• Must have completed a two (2) year program with major course work in Business Administration OR formal post-secondary education in another discipline with relative business-related courses

EXPERIENCE:

• Minimum of two (2) years' experience in performing front-line customer service or related duties within or outside the Corporation.
• Must have experience using major computer system, preferably maintenance management or Customer Relationship Management system.
• Cash handling experience is an asset.
• Customer Service Management Software experience would be an asset.

LANGUAGE:

• The ability to function fluently in both official languages (English and French) is a requirement. As per provincial language proficiency standards, functional is determined to be at the Intermediate+ (2+) level or higher.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of best practices in regards to excellence in customer service.
• Strong reasoning and problem-solving skills are essential.
• A Typing speed of sixty (60) w.p.m.
• Possesses knowledge and skills in computer software programs relevant to the position such as: Infor MMS, Info Desktop, Microsoft Office, City View, Oracle, etc.
• Requires a high level of judgment appropriate to applying established practices, policies or procedures to standard work assignments and resolving frequent minor problems.
• Should be willing to upgrade skills as required by changes in the workplace.

CONTACT:

• Work requires frequent internal contacts with employees, community safety officers and managers of City of Moncton departments
• Work also requires the ability to foster clear, open, courteous, and empathetic communications with citizens, both private and corporate, relative to programs, bill payments, permits, licenses, by-laws, and general information relative to the corporation.
• Work requires dealing with disgruntled and dissatisfied customers on a daily basis, with the incumbent being able to maintain composure without putting themself or the Corporation at risk of loss.
• Establishes effective customer relationships and actively supports the organization.

SUPERVISION:

• This position requires a high level of responsibility, initiative and the ability to work independently with a minimum of supervision as well as the ability to function well in a team environment with excellent customer service skills.

CONDITIONS OF WORK:

• All employees must comply with Council and corporate adopted policies and directives. (e.g. Attendance Management, Respectful Workplace and Health and Safety).
• The employee will be required to work a seven (7) hour day between the hours of 8:00 a.m. and 5:00 p.m., Monday to Friday, under agreeable working conditions in an open office environment. Hours of work may change periodically with a prior notice of the change given one week in advance.
• The work environment is under video surveillance.
• The nature of the working environment is characterized by teamwork collaboration and open communication, having to be innovative and adaptable so as to focus on continuous improvement in the quality, effectiveness and efficiency of the services and business processes.
• The incumbent must be able to work under pressure and time restraints.
• Hours of work as per the CHEA/PSAC Local 60200 Collective Agreement.