Customer Service Associate

The City of Waterloo; Southwestern Ontario; On-site; CAD 26,000 - 38,000; Part time

Benefits offered by this job

Living Wage Champion

OMERS pension eligibility

Training and development opportunities

Various employee benefits and wellness

Job summary

The City of Waterloo is seeking a Customer Service Associate to support front desk, phone and online inquiries at the Waterloo Service Centre. This part-time casual position is temporary (up to 12 months) with an hourly rate of $23.24.

The role involves data entry, cash handling, administrative tasks, and coordinating with various staff to ensure service requests are fulfilled. Ideal candidates will have a high school diploma, a preference for office administration studies, and at least a few

Qualifications

• A high school diploma or equivalent is required.
• Preference given to candidates enrolled in Office Administration or related program.
• Three months or more of front line customer service or administrative experience is required.
• Experience with cash handling and POS transactions is preferred.
• Proficient with computer systems such as Microsoft Office.

Responsibilities

• Assist Customer Service and Administrative staff with customer inquiries and requests (front counter, phone, and online).
• Assist with service requests for work that needs to be completed and ensure inquiries are delivered to the appropriate staff.
• Enter data from time and equipment cards using Maximo.
• Provide administrative support and track boot allowances for all divisions.
• Daily cash handling and associated reporting; reconciling and balancing revenues.
• Provide administrative support to both office and field staff.
• Other duties as assigned.

Skills

Customer service

Communication skills

Teamwork

Adaptability

Computer literacy

Education

High school diploma

Office Administration program (preferred)

Tools

Microsoft Office

POS systems

Job description

Customer Service Associate

Competition Number: 26808

Primary Work Location: Waterloo Service Centre

Posting Status: Internal & External Job Posting

Hourly Rate: $23.24

Number of Positions: 1 (Current Vacancy)

Employment Group:Part Time Casual

Job Status:Temporary Part Time (up to 12 months)

Posting Release Date:September 3, 2026

Hours of Work:Up to 14 hours per week

Posting Closing Date:September 14, 2026

Why work with us

The City of Waterloo is a rewarding place to work. Each day, you will support and/or participate in the delivery of services that impact residents of this city, making it a great place to live, work and play for everyone.

Home to two world-class universities, a top-ranked college, a tech ecosystem, entrepreneurs and small businesses, there is a readiness to do things differently in Waterloo. Our vision is to be a leader in sustainability and to build a future-ready community for all. We are committed to workplace wellbeing and providing an inclusive, safe and enjoyable work environment.

For more information about the City of Waterloo’s Strategic Plan, Vision, Values and Guiding Principles, please click here: City of Waterloo 2023-2026 Strategic Plan.

What we offer

• Supportive and caring organization that promotes respect, inclusivity, sustainability, health, safety and wellness.
• Dedication to the organization’s commitment for Reconciliation, Equity, Accessibility, Diversity and Inclusion through ongoing training and access to related programs and workshops, opportunities to connect with others around topics of social justice and equity, and opportunities to be involved with the initiatives that guide this corporate journey.
• A commitment to environmental sustainability as demonstrated in many plans and policies. For example, we are working towards reducing our corporate greenhouse gas emissions to net-zero by 2050, with real progress underway.
• Certification as a Living Wage Champion.
• Defined Benefit Pension Plan (OMERS) eligibility for all employees.
• Up to 10 paid Reservist Leave days per year, with single contribution OMERS buyback option for any unpaid time.
• Easy and sustainable commuting options through the TravelWise program, which offers public transit discounts and a dedicated carpool network for employees.
• Substantial internal and external training and development opportunities along with opportunities to get involved and give back to the community.
• Enjoyable employee-wide events, activities, site visits, BBQs to connect with co-workers.
• Complimentary FitPass for access to leisure, swim, and fitness drop-in programs for employees and family members.

And so much more!

What you will do

Reporting to the Manager of Service Centre Operations, your primary responsibilities will include, but are not limited to, the following:

• Assist Customer Service and Administrative staff with customer inquiries and requests (front counter, phone, and online).
• Assist with service requests for work that needs to be completed and ensure inquiries are delivered to the appropriate staff.
• Enter data from time and equipment cards using Maximo.
• Provide administrative support and track boot allowances for all divisions.
• Daily cash handling and associated reporting; reconciling and balancing revenues.
• Provide administrative support to both office and field staff.
• Other duties as assigned.

What you will bring

• A high school diploma or equivalent is required.
• Preference given to candidates who are currently enrolled or recently graduated from a post-secondary program in Office Administration or a related field.
• Three (3) months or more of previous front line customer service or administrative experience is required.
• Experience with cash handling, point of sale transactions and deposit systems is preferred.
• Excellent interpersonal and communication skills.
• Demonstrated ability to work collaboratively and independently as required.
• Strong commitment to providing quality customer service and supporting teamwork.
• Ability to handle changing priorities and frequent interruptions.
• Strong organizational skills, attention to detail and ability to deal with fluctuating volumes and pace of work.
• Ability to assess, diffuse or take appropriate action when dealing with difficult/challenging situations.
• Must be proficient with computer systems such as Microsoft Office, with strong computer proficiency to learn new programs.
• Strong commitment to delivering quality customer service.
• A passion for promoting and maintaining a healthy and safe workplace and the ability to work respectfully and effectively in a team environment.
• Demonstrated commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion.

What we will require

• A Criminal Record and Judicial Matters Check satisfactory to the City.
• Proof of your current and valid certificate(s), licenses and/or educational qualification, if applicable

Hours of Work:Up to 14 hours per week, typically scheduled Monday to Friday between the hours of 8:30am to 4:30pm, subject to operational needs.

Be You @ Waterloo (Our Commitment to Diversity, Equity, Inclusion and Belonging)

The City of Waterloo acknowledges that our work takes place on the land traditionally cared for by the Haudenosaunee, Anishnaabe and Chonnonton Peoples, and is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. The City is dedicated to advancing the organization’s commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion and to reducing barriers to employment opportunities. Applications from members of historically underrepresented groups, including Black, Indigenous, racialized communities, women, persons with disabilities and members of 2SLGBTQIA+ are encouraged for positions at all levels within the organization. Candidates from historically underrepresented groups are encouraged to self-identify in their application.

Accommodations are available throughout all stages of the recruitment process in accordance with the Human Rights Code and other applicable legislation. We encourage applicants to access support(s) that may be needed. To request accommodation during the application process, please email [e-mail], quoting the position and competition number. Applicants advancing to the next stages of the recruitment process will be provided with additional opportunities to make their needs known.

Our use of AI during recruitment

Our applicant tracking system includes artificial intelligence (AI) features, such as tools that highlight relevant work history or suggest potential job matches. These features are built into the system and may be visible to staff. AI does not make any screening or hiring decisions, and all decisions about interviews and hiring are made by City staff in accordance withapplicableCity policies andprocedures.