311 Customer Service Rep I

City of Winnipeg; Winnipeg; On-site; CAD 30,000 - 60,000; Part time

Job summary

A public service municipality in Winnipeg is seeking a part-time Customer Service Representative I to work in the 311 Contact Centre. Responsibilities include providing excellent customer service, documenting inquiries, and investigating service requests. Candidates must have Grade 10 education, good communication skills, and a minimum of six months of customer service experience. Fluency in French is essential, and training is provided from February 9 to March 20, 2026. This temporary role may require varied shifts, including evenings and weekends.

Qualifications

• Six months’ experience providing customer service is required.
• Six months’ experience in a contact-centre environment is preferred.
• Typing speed of at least 20 words per minute.

Responsibilities

• Provide excellent customer service by responding to citizen inquiries.
• Accurately document inquiries and escalate as needed.
• Investigate and resolve incoming requests for service.

Skills

Excellent verbal communication skills

Excellent written communication skills

Proficiency with Microsoft Outlook

Ability to handle sensitive information

Fluency in French

Effective interpersonal skills

Education

Grade 10 education or equivalent

Job description

Job Title

Customer Service Representative I (CSR1) – 311 Contact Centre

Department

Customer Service & Communications, 311 Contact Centre

Designated Work Location

5th Floor – 234 Donald Street, On Site

Position Type

Temporary, Part‑time positions available (up to 12 positions) until December 31, 2026

Salary

$20.52 – $23.70 hourly (per the 311 Customer Service Representative I classification within the CUPE Collective Agreement, based on a 40‑hour work week)

Closing Date

December 29, 2025

Job Profile

The 311 Contact Centre is the primary point of contact for the public to request or receive information regarding services provided by the City of Winnipeg. Reporting to the 311 Team Lead, the Customer Service Representative I is responsible for providing respectful and inclusive customer service to the general public by responding to various types of incoming inquiries. As an ambassador for the municipality, the CSR performs the following duties:

• Access the data bank to investigate and resolve incoming requests for service or information
• Refer or directly transfer to municipal and non‑municipal resources
• Accurately and thoroughly document all customer service requests or reports

Key Responsibilities

• Provide excellent customer service by independently responding to citizen inquiries
• Accurately input, track, and document inquiries
• Escalate inquiries as needed

Education and Qualifications

• Grade 10 education or equivalent
• Six (6) months’ experience providing customer service (required)
• Six (6) months’ experience working in a contact‑centre environment (preferred)
• Excellent verbal communication skills to deal effectively with the general public and City employees
• Excellent written communication skills with the ability to respond to citizen inquiries, document concerns, and update databases
• Proficiency with multiple computer programs simultaneously, including Microsoft Outlook
• Ability to enter and verify data accurately across various platforms/programs/systems
• Ability to quickly learn and apply new technologies
• Typing speed of at least 20 words per minute
• Ability to comprehend citizen inquiries, investigate and solve problems independently in a fast‑paced environment
• Effective interpersonal skills to maintain positive relationships with employees at all levels, external contacts, and the public
• Ability to handle sensitive information in compliance with the Freedom of Information and Protection of Privacy Act (FIPPA)
• Ability to remain composed in difficult or stressful situations
• Fluency in French (both verbal and written)
• Applicants educated outside Canada must demonstrate education comparable to the minimum Canadian requirement via an official academic assessment report issued by a recognized Canadian assessment service

Conditions of Employment

• Maintaining legal eligibility to work in Canada and ensuring that any work permit remains valid
• Successful completion of a satisfactory Police Information Check (at personal expense)
• Completion of the required training program as set out by the department
• Ability to work a variety of shifts, including days, evenings, weekends, and holidays
• For French‑language positions, proficiency in both French and English is required, with the ability to communicate effectively in both languages

How to Apply

Please apply online through the City of Winnipeg HR portal. The application process takes approximately 20 minutes and includes an online questionnaire and assessments. Submit all required documentation:

• Current résumé (required)
• All mandatory supporting documents; applications lacking required documentation will not be considered
• Clear evidence of how you meet the qualifications for the position

Training

Paid training will run from February 9, 2026 to March 20, 2026, five days a week from 8:30 a.m. to 4:30 p.m.

Contact

Only candidates selected for interview will be contacted. For further information, please refer to the City of Winnipeg Benefits page or contact the 311 Contact Centre.