2026-51 Citizen Support Representative

Municipaladministrators; Selkirk; On-site; CAD 55,000 - 58,000; Full time

Job summary

The City of Selkirk is seeking a Citizen Support Representative to be the first point of contact for the public, handling inquiries, assisting with access to services, and delivering an excellent citizen experience. This role reports to the Manager of Citizen Engagement and emphasizes responsive, respectful service.

Responsibilities include handling calls, chat, email, and in-person interactions; maintaining accurate records; supporting the Corporate Services Department; and recommending

Qualifications

• High school diploma or equivalent required.
• Post-secondary education in Communications, Office/Business Administration, Hospitality or equivalent experience.
• Professional Certificate in Customer Service or equivalent.
• Training or certification in Non-Violence Conflict Resolution.
• Three (3) years of customer service experience.
• Ability to work well with diverse partners and external contacts.
• Competence with computer systems including Microsoft Office Suite, Internet, and social media.

Responsibilities

• As the primary contact for the City of Selkirk, communicate with citizens via telephone, chat, email, social media and in person.
• Respond to inquiries/requests and resolve issues to enhance citizen access to services.
• Provide friendly, open and competent interactions to ensure a positive citizen experience.
• Suggest process improvements to reduce costs and delays.
• Document all communications to support the city information databases.
• Identify information opportunities from City departments to help public access information.
• Keep current on resolutions, by-laws, policies and legislation affecting citizens.

Skills

Customer service

CRM software

MS Office

Communication skills

Cash handling

Education

High school diploma

Post-secondary education in Communications/Office Admin

Professional Certificate in Customer Service

CMMA certificate

Tools

Diamond Municipal

Job description

Position Details:

Placement of applicant based on the collective agreement

Hours of Work: 40 hours per week

Employment Type: Permanent

Rates of Pay

• Step 1 – $26.68
• Step 2 – $27.21
• Step 3 – $27.76

About Us:

Located 20 minutes from Winnipeg, Selkirk is a vibrant small city with a hometown feel. Our close-knit community loves to celebrate, learn and explore in the company of good neighbours. All through the year, there are many opportunities to enjoy local talent, learn about our past and seek out new interests.

The Opportunity:

The City of Selkirk is currently in search of a Citizen Support Representative to join our team. Under the direction of the Manager of Citizen Engagement, the incumbent is the first point of contact to the general public and is responsible for responding to citizen and general public inquires, assisting with citizen access to services and delivery of an excellent citizen experience.

Job Duties:

Exceptional Citizen Service

• As a primary contact for the City of Selkirk, the CitizenSupport Representative communicates with the citizens and the general public through telephone, chat, email, social media and in person.
• As the citizen advocate, you seek out information or services to respond and resolve citizen inquiries/requests.
• As an ambassador, you strive to make each interaction with our citizens a positive experience, communicating in a friendly, open and competent manner.
• Recommend to Management opportunities to improve processes or procedures that enhance the citizen experience, reduce costs and/or delays to citizens that improve the City’s effectiveness and efficiencies.
• Respond to CitizenSupport tickets and inquiries, accurately documenting all communications to build on the City information databases with the objective to better respond to any and all queries in a timely and accurate manner.
• Proactively identify information opportunities from within the various City departments and assist to enhance the information databases to respond to or have information available to the public through various means of communication.
• Remain current on all resolutions, regulations, by-laws, policies and legislation as it impacts the citizen.

2. Administrative Services

• Process regular daily outgoing mail.
• Participate as a member of the City web services team and maintain the website pages for the Corporate Services Department, i.e. uploading prepared documents such as by-laws, job postings and archive documents.
• Provide support and training to other positions within the Corporate Services Department.
• Maintain confidential records or information.
• Ensure job procedure manual is current.
• Issue licenses for lottery and animal, etc.
• Register Manitoba Health Service Commission applications.
• Accept in-person payments and issue receipts.
• Balance end of day payment to reports and maintain adequate cash float.

3. Perform other duties as may be assigned.

Qualifications and Minimum Requirements:

Knowledge, Skills and Abilities

Minimum Qualifications shall include:

• High school diploma or equivalent.
• Post-secondary education in Communications, Office/Business Administration, Hospitality or equivalent experience in an office/clerical environment or an equivalent amount of related experience.
• Professional Certificate in Customer Service or equivalent.
• Training or certification in Non-Violence Conflict Resolution.
• Three (3) years of customer service experience.
• Ability to work well directly in partnerships with individuals, establish and maintain effective working relationships with individuals at all levels of the organization and external contacts.
• Competence with computer systems, including Microsoft Office Suite, Internet, Facebook, Twitter and Instagram, and the ability to learn new technology as required
• Experience using a customer relationship management software.
• Ability to communicate clearly and concisely, both orally and in writing. This includes the ability to understand written and verbal instructions.
• Ability to maintain confidentiality.
• Excellent organizational and time management skills.
• Detail orientated, accurate and have the ability to meet multiple deadlines.
• Clear Current Criminal Record Check.
• Experience handling cash.

Desired Qualifications shall include:

• Two (2) years’ experience in a municipal office environment.
• Previous experience with Dynamics GP Software, specifically Diamond Municipal.
• Successful completion of the Manitoba Municipal Administrators Certificate (CMMA) Program.
• Accessible customer service training (as defined under the Accessibilities Act).

Comments:

This is a Full-time Permanent Unionized position open to all applicants. Applications will be accepted until September 11, 2026, at 4:00 p.m.

The City of Selkirk is an equal opportunity employer, committed to providing an inclusive work environment. Applicants who require accommodation during the hiring process are encouraged to contact the City’s Human Resources Division.

Thank you to all who apply, however, only those candidates selected for an interview will be contacted.