Corporate Customer Service Representative

City of Kitchener; Kitchener; On-site; CAD 46,000 - 57,000; Full time

Job summary

City of Kitchener is seeking a Corporate Customer Service Representative for a temporary full-time role at City Hall. The position handles a wide range of inquiries from residents and customers, coordinating service requests via City Works and Salesforce, and maintaining high standards of customer service.

The role requires excellent communication, a minimum of a Grade 12 diploma with post-secondary education, and the ability to work 24/7 shifts.

Qualifications

• Minimum Grade 12 High School Diploma, plus one-year post-secondary education.
• Proficient in handling customer inquiries and delivering information clearly.
• Ability to manage multiple software systems and provide timely resolutions.

Responsibilities

• Provides information, redirects calls and guides customers concerning municipal functions, services, policies, and programs.
• Generates service requests on behalf of customers via City Works and Salesforce software and updates service requests to reflect action taken, resolution achieved, or further action required.
• Follows up on unresolved issues and routes to the appropriate internal party to expedite resolution.
• Prioritizes incoming communications to ensure emergency responses meet procedures.
• Documents customer complaints, requests, and issues using Salesforce and Cityworks.
• Delivers customer service via telephone, email, social media and in person per City standards.
• Acts as initial contact for emails received via City website during shifts.
• Answers calls per call centre processes and guides callers per Corporate Contact Centre processes.
• Researches questions about departmental responsibilities for City, Provincial and Federal programs.
• Suggests process and information improvements and updates.
• Performs other related duties as assigned.

Skills

Customer service

Communication

Multitasking

Problem solving

Education

High school diploma + 1 year post-secondary

Tools

Salesforce

Cityworks

Job description

Corporate Customer Service Representative

Employment Type: Temporary Full Time Hours of Work: 40 Job location: City Hall Pay: $33.13 To $41.15 Hourly Grade/Band: 06 Job Posting Start Date: 10/15/26 Job Posting End Date: 10/23/26

Overview

This is a temporary full-time position for a period of approximately 12 months.

Reporting to the Supervisor, Corporate Contact Centre, Corporate Customer Service Representatives (CCSR's) are responsible for performing a variety of customer-focused information and facilitation services for residents and customers of the City of Kitchener. CCSR's will manage a wide variety of inquiries from internal and external customers as they are directed through the city's Corporate Contact Center.

Call Centre Hours: 24 hrs. a day, 7 days a week (24/7)

Responsibilities

• Provides information, redirects calls and guides customers concerning municipal functions, services, policies, and programs.
• Generates service requests on behalf of customers via City Works and Salesforce software and updates service requests to reflect such information as action taken, resolution achieved, or further action required.
• Follows up as necessary on unresolved issues and requests, occasionally requiring interactions over several weeks; finds responsible internal party to accelerate action and keeps customer apprised of resolution status.
• Must be able to prioritize incoming communications in order to ensure that emergency requests are responded to in accordance with emergency procedures.
• Documents customer complaints, requests, and issues using the Salesforce and Cityworks programs (e.g., property standards, parking).
• Delivers customer service to internal and external customers by providing information about municipal services, direction to municipal facilities and other assistance via telephone, email, social media and in person, in accordance with City customer service standards.
• Acts as initial point of contact for email to the City of Kitchener from City website contact page for emails that arrive during regular shift.
• Answers incoming telephone calls in accordance with applicable call centre processes and guides callers in accordance with Corporate Contact Centre business processes.
• Provides general information on programs and services of the Departments, Agencies, Boards and Commissions to internal and external customers.
• Research general questions concerning precise departmental responsibility for City, Provincial and Federal programs and services.
• Makes suggestions for process and information improvements and updates.
• Performs other related duties as assigned.

Education

• Minimum Grade 12 High School Diploma, plus one-year post-secondary education.

Experience

• Minimum of 1 year experience in a contact centre environment.

Additional Requirements

• Able to work all shifts, in a 24 hrs a day, 7 days a week rotation.

Knowledge, Skills, and Abilities

• Proficient with Microsoft Office (Excel, Word, Outlook) and Windows and have the ability to learn new software programs easily.
• Highly developed customer service skills.
• Good listening, speaking and written communication skills.
• Demonstrated ability to participate as an effective team member.
• Highly developed organizational and creative problem-solving skills.
• Able to find information and provide customers with answers quickly and accurately while using multiple resources, including but not limited to internet searches.
• Able to deal with customers tactfully and effectively in a fast-paced ever-changing work environment.
• Able to work in a highly structured, measurable target driven environment.
• Able to prioritize incoming calls and tasks to meet established customer service levels.
• Proven research & analytical skills and highly developed attention to detail for problem resolution and data entry accuracy.
• Able to operate multiple systems concurrently, including but not limited to; multiple software applications, radio/dispatching consoles, and telephony hardware.
• Able to remain composed during emergency situations and respond in accordance with established guidelines; including but not limited to; alarm monitoring for City facilities & pumping stations, emergency natural gas & C/O phone line, confined space entry monitoring, and sewer/water emergencies.
• Reliable with a good attitude and employment record.

Department: CSD-Community Services Department Division: CSD-Corporate Customer Service Division Union Code: C.U.P.E. Local 791 Req Id: 1106 Job Code: 0828 Number of Openings: 1

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