Customer Service Representative II- Recreation Services

Employment Status: Regular Full-Time

✓ Pension

✓ Weekdays ✓ Weekends ✓ Days ✓ Mornings ✓ Afternoons ✓ Evenings ✓ Rotating ✓ Assigned Shift

Customer Service Representative II- Recreation Services

Competition Number: 20618

Primary Work Location: Waterloo Memorial Recreation Complex (WMRC)/Community Pavilion

Posting Status: Internal / External Job Posting

Hourly Range: $ $33.41 (Band K)

Number of Positions: 1

Employment Group: Staff Association

Job Status: Temporary, Full-Time (up to 13 months)

Posting Release Date: November 20, 2025

Hours of Work: 35 hours / week

Posting Closing Date: November 28, 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 & Guiding Principles, please click here: City of Waterloo Strategic Plan.

What we offer:

• Supportive and caring organization that promotes respect, inclusivity, sustainability, 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.
• A commitment to environmental sustainability as demonstrated in many plans and policies - For example we're working towards reducing our corporate greenhouse gas emissions to net-zero by 2050, with real progress underway.
• Certification as a Living Wage Champion with fulsome employer-paid benefits package (extended health and dental care), including paid sick days, long-term disability, life insurance, Employee and Family Assistance Program and Maternity/Parental Leave Top-Up.
• Defined Benefit Pension Plan (OMERS) eligibility for all employees.
• Flexible work schedules, paid vacation and personal days, and the opportunity to bank overtime.
• Easy and sustainable commuting options through the TravelWise program, which offers public transit discounts and a dedicated carpool network for employees.
• Substantial internal and external training and development opportunities along with opportunities to get involved and give back to the community.
• Enjoyable employee-wide events, activities, site visits, BBQs to connect with coworkers.
• Complimentary FitPass for access to leisure, swim, and fitness drop-in programs for employees and family members.
• …And so much more

What you will do:

Reporting to the Supervisor, Customer Service and Tenant Relations your primary responsibilities will include, but are not limited to, the following:

• Respond promptly to customer inquiries and requests, resolves customer concerns and complaints
• Daily cash handling and associated reporting; reconcile and balance revenues
• Provide administrative support to the facility and other RS teams as required
• Provide input into programs, services and event performance evaluation; recommend changes to programs, services and events to support goals and objectives of section, division or department
• Work collaboratively with managers, supervisors and others to ensure seamless delivery of facility activities, services and programming
• Work with internal and external customers, including affiliated groups to support section/division goals and objectives
• Participate in the development of office policies , procedures and best practices
• Ensure compliance with accessibility and health and safety legislation
• Other duties as assigned

What you will bring:

• A post-secondary diploma in Recreation and Leisure Services or a related field; consideration will be given to candidates with equivalent combination of education and experience.
• A minimum of two (2) years of front line customer service or administrative experience, preferably in a recreation services or public sector environment
• Excellent interpersonal and communication skills to deal effectively with internal and external customers
• Demonstrated ability to work collaboratively and independently as required
• Strong commitment to providing quality customer service and supporting teamwork
• Ability to handle changing priorities and frequent interruptions
• Strong organizational skills to deal with fluctuating volumes and pace of work
• Understanding of facility operations, sports and/or event administration
• Experience with cash handling, point of sale transactions and deposit systems
• Ability to assess, diffuse or take appropriate action when dealing with difficult/challenging situations
• Must be proficient with demonstrated experience in using Microsoft Word, Excel and Active Net
• First Aid, CPR, AED certification or willingness to obtain
• 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 Police Criminal Record and Judicial Matters Check satisfactory to the City

• Proof of your current and valid certificate(s), licenses and/or educational qualifications, if applicable

• Hours of work:

• 35 hours per week: A flexible schedule is required that will include day, evening and weekend shifts.

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 Haudenosaunee, Anishnaabe and Chonnonton 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 2SLGBTQIA+ 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.

Staff Association: Qualified and eligible City of Waterloo Staff Association applicants will be considered first for this posting.