311 Customer Service Advisor

City of Mississauga; Mississauga; Hybrid; CAD 47,000 - 62,000; Part time

Job summary

The City of Mississauga is seeking a 311 Customer Service Advisor to be the first point of contact for residents seeking information or services. You will answer inquiries, guide customers through policies and services, and coordinate service requests using multiple tools, including CRM systems.

The role requires flexibility for evenings and weekends and a 9-12 month training program. Hybrid work arrangement is in place; you must have a quiet, wired workstation.

Qualifications

• Grade 12 education completed.
• Minimum 2 years of exceptional customer service experience.
• Experience handling difficult customers and de-escalation skills.
• Ability to work in a fast-paced environment with exceptional service.
• Excellent verbal and written communication.
• Strong reading and research skills.
• Analytical, problem solving and decision-making abilities.
• Active listening and ability to relate to a diverse customer base.
• Ability to multitask across several computer programs.
• Flexible hours including evenings, weekends, holidays; shifts may vary.
• Hybrid role; access to quiet workstation with wired connection.

Responsibilities

• Handle inbound calls from residents, businesses and others.
• De-escalate difficult callers while maintaining a strong customer service presence.
• Inform and advise customers on steps and policies; refer to appropriate agencies.
• Interpret and translate information and complex processes.
• Research information using knowledge bases and other tools.
• Process service requests using CRM (INFOR) per requirements.
• Contribute to knowledge base improvements for calls and emails.
• Participate in training and technology upgrade sessions.

Skills

Customer service

De‑escalation

Communication

Multitasking

Analytical thinking

Education

Grade 12 education

Job description

311 Customer Service Advisor

Vacancy Type: Part-Time
Contract Duration: Ongoing
Number of Positions:24
Closing Date:09/21/2026

Make a Difference in Your Community

As a 311 Customer Service Advisor, you'll be the voice of the City of Mississauga, helping residents navigate services and resolve inquiries with confidence and care. This opportunity is ideal for professionals with 2+ years of customer service experience who excel in fast-paced environments, are committed to exceptional service, and can successfully complete a comprehensive 9-12 month training program. Successful candidates must also be available to work flexible shifts, including evenings, weekends, and statutory holidays, to support the needs of our growing community.

Job Summary

First point of contact for Mississauga Residents and customers seeking information or services from the City of Mississauga, including some general information regarding regional services information, (i.e. garbage). Use multiple technology tools to answer and resolve customer inquiries for general information, municipal policies and by-laws, request for municipal service or complaints. Initiate and process departmental service requests while adhering to departmental information gathering requirements. Inform, explain and advise customers on recommended steps, instructions and/or actions, including departmental policies and service levels and/or referring customers to other agencies, (e.g. Regional, Provincial or Federal). Contact is made via phone, e-mail, facsimile. While the primary role is to provide non-emergency customer information and services, this position will be required to provide support and assistance to potential municipal emergency situations. Provide input to knowledge base content, needs, or enhancements to calls and e‑mail handling requirements. Participate in Quality Monitoring Standards and training for technology upgrades, knowledge changes, or enhancements to service the customer more effectively and efficiently.

Duties and Responsibilities

• Primary function and majority of job is handling inbound calls from Customers (residents, businesses, etc.).
• Handling difficult callers, de‑escalation of situation all with an exceptional Customer Service presence.
• Inform, educate, explain and advise Customers recommended steps, instructions, actions, including departmental policies and service levels and/or refers Customer to other agencies (e.g. Regional, Provincial or Federal).
• Interpret, disseminate, and translate information and complex processes.
• Research and analyze information using multiple tools such as Knowledge Base (KB), TXM, TIA, MAX, SAP, eCity and/or other required technology tools in appropriate order.
• Initiate and process departmental Service Requests (SRs) using Customer Relationship Management (CRM) application (INFOR) while adhering to departmental information gathering requirements.
• Provide input to KB content, needs, or enhancements to calls and e‑mail handling requirements.
• Participate in training, refreshers and huddles for department policy and procedure updates, technology upgrades, changes, or enhancements to serve the Customer more effectively and efficiently.
• Perform other duties as assigned.

Skills and Qualifications

• Successful completion of Grade 12 education.
• A minimum of two years of exceptional customer service experience, such as retail, floor sales, cashier, bank teller, restaurant server, flight attendant, hotel staff, etc.
• Experienced in handling difficult customers, strong negotiation and de‑escalation skills along with providing exceptional Customer Service consistently.
• Ability to work in a fast‑paced demanding environment that requires exceptional Customer Service.
• Excellent communication skills, both verbal and written.
• Excellent research and reading comprehension skills.
• Strong analytical, problem solving and decision‑making skills to provide accurate information and solutions professionally and efficiently.
• Ability to demonstrate active listening skills and relate to a diverse customer base.
• Ability to adapt to change and be able to multitask using several computer programs simultaneously.
• Ability to learn quickly.
• Must be able to work flexible hours and variable shifts during current and future 311 operating hours, including evenings, weekends, statutory holidays, and any expanded service hours implemented to meet operational requirements.
• This is currently a hybrid role. Successful applicants must have access to a quiet, private, distraction‑free workstation with an Ethernet connection (not Wi‑Fi),
• Work is performed indoors and requires sitting for most of the shift.

Hourly Rate/Salary: $34.19 - $45.59
Hours of Work: up to 24 hours per week
Work Location: 950 Burnhamthorpe Rd W

Hybrid Workplace
Organization Unit: CPS/311 Operations Team 3
Department/Division/Section: CPS/Corporate Services Dept , CPS/Corporate Business Services Division , Customer Service
Non-Union/Union: Non Union

The City of Mississauga may use artificial intelligence (AI) technology in sourcing and/or screening candidates for some positions; however, it is not used in selecting final candidates.
We thank all who apply, however, only those candidates selected for an interview will be contacted. You can also check your application status in your candidate profile online.
All personal information is collected under the authority of the Municipal Act.
Equity, Diversity and Inclusion
The City of Mississauga is committed to creating a respectful and supportive workplace that fosters a culture of equity, diversity and inclusion which broadly reflects the communities and residents we serve. Throughout the employee life cycle, the City is working to include an EDI lens to attract, retain and support the growth of diverse talent.
Learn more about the City’s commitment to Equity, Diversity and Inclusion .
Accommodations
The City of Mississauga is an Equal Opportunity Employer and is committed to removing barriers in our selection process for people with visible and invisible disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities.
If selected to participate in the recruitment, selection and/or assessment process, please complete the following Accommodation Request Form and have it emailed to [e-mail] citing the Job ID and Job Title. This will inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.