Customer Experience Representative

Kawartha Lakes; Kawartha Lakes; On-site; CAD 47,000 - 51,000; Full time

Job summary

City of Kawartha Lakes is seeking a Customer Experience Representative to deliver frontline customer service across all service channels from our Municipal Service Centres in Lindsay, Bobcaygeon, Coboconk and Omemee. Reporting to the Manager, Customer Experience, this role handles inquiries, creates service requests, administers licenses and certificates, and assists with documents.

The position requires a diploma in Office or Municipal Administration, several years of municipal experience, and

Qualifications

• Post-secondary diploma in Office Administration, Municipal Administration or a related field.
• Minimum three years of related progressive experience, preferably in a municipal environment.
• Working knowledge of municipal services and related legislation.
• Excellent written and oral communication; strong interpersonal skills.
• Time-management skills with the ability to prioritize workloads with minimal supervision.
• Discretion and confidentiality with privacy legislation.
• Proficiency in Microsoft Office and internet; other software as needed.
• Valid Ontario Class "G" Driver's Licence or ability to attend multiple sites.

Responsibilities

• Respond to customer inquiries in person, by phone, and online across City services.
• Create service requests for action and administer licenses, permits and certificates.
• Provide Commissioner of Oaths and affidavit services and assist with municipal documents.
• Perform daily cash balancing and financial reconciliation; letter writing.
• Maintain documentation, databases and corporate records per MFIPPA and policy.
• Provide data for reporting and decision making; procure services and goods as authorized by manager.
• Attend meetings and, if needed, conferences or emergencies outside normal hours.
• Support team with defined procedures and process improvements.

Skills

Oral communication

Written communication

Interpersonal skills

Time management

Confidentiality

Customer service

Education

Post-secondary diploma in Office Administration or Municipal Administration

Tools

Microsoft Office

Job description

This position is responsible for the administration and delivery of front line customer service to City of Kawartha Lakes customers across all service channels.

Number of available positions:

2

Date of Posting:

November 11, 2026

Duration (if temporary):

Up to 12 months

Location:

City of Kawartha Lakes, ON

Union:

CUPE 855 Inside

The City of Kawartha Lakes invites applications to join our team as a Customer Experience Representative.

When you come to work for the City of Kawartha Lakes, you are joining a community of municipal workers who take pride in knowing that every day you are having a positive impact in the community. Our mission is to deliver the highest standards of municipal services while creating a healthy and sustainable future for all Kawartha Lakes' residents and businesses. We work to our values of Accountability, Respect and Teamwork and we want you to Jump In with us!!

Job Title: Customer Experience Representative
Salary: $34.06 - $36.84 (2026)
Reports To: Manager, Customer Experience
Department: Community Services
Location: Kawartha Lakes Municipal Service Centres (Lindsay, Bobcaygeon, Coboconk, Omemee)
Hours: Normal working hours are 35 hours per week, Monday to Friday, 7 hours per day with core working hours between 8:00am and 5:00pm
Other: Combination of general office environment and occasional off-site travel. Attend meetings, conferences and departmental emergency situations, which may be outside of normal business hours.

Job Description

Specific to this role

• Respond to customer needs in accordance with established policies and procedures (including tracking of inquiries and follow up), providing service in person, over telephone, and online for customers accessing City services including, but not limited to:
• Handle general and specialized customer inquiries;
• Create service requests for action;
• Administer licenses, permits, and certificates;
• Commissioner of Oaths and affidavit services;
• Support customer in the completion of various municipal documents
• Provide administrative services including, but not limited to:
• Perform daily cash balancing and financial reconciliation;
• Letter writing
• As a member of the team:
• Administer defined procedures and recommend solutions to challenges or process improvements
• Respond to customer service concerns, investigating, problem solving and responding within defined processes and advancing to the attention of the team lead and/or manager, as appropriate
• Maintain documentation, databases and corporate records in accordance with policy and divisional practice; consider legislative municipal requirements such as the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)
• Provide data to allow reporting and decision making
• Procure services and goods as authorized by the manager
• Perform other related duties as assigned

Qualifications

• Post-secondary diploma in Office Administration, Municipal Administration or a related field
• Minimum three (3) years of related progressive experience, preferably in a municipal environment (or similar) with multi-service provision knowledge
• Working knowledge and understanding of a multitude of municipal services and related legislation
• Effective oral communication and strong interpersonal skills; excellent written communication skills; attention to detail and accuracy
• Demonstrated customer service skills at a level to develop and maintain cooperative/collaborative working relationships both within and outside the organization
• Demonstrated time-management skills with the ability to prioritize workloads and meet deadlines with minimal supervision
• Demonstrated ability to exercise discretion and tact and maintain a high degree of confidentiality at all times, complying with all applicable privacy legislation and local policies and procedures
• Demonstrated proficiency in Microsoft Office, the internet and any other related software
• Possess and maintain a valid Ontario Class "G" Driver's Licence or the ability to frequently attend work related activities at various sites
• Upon a conditional offer of employment, an acceptable Criminal Record Check will be required

This posting is for two (2) existing, currently open position within Customer Experience. Applications will be reviewed as received. Applicants must be prepared for skills testing.

The City of Kawartha Lakes is an equal opportunity employer committed to building an inclusive and supportive workplace. We welcome applications from qualified candidates of all backgrounds and experiences.

We are dedicated to providing barrier-free and accessible employment practices in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you are contacted regarding a job opportunity, please let us know of any accommodations you may require. We will work with you to ensure your needs are met throughout the recruitment and selection process.