Customer Service Representative - Municipal Enforcement Services

The City of Waterloo; Southwestern Ontario; On-site; CAD 38,000 - 47,000; Part time

Benefits offered by this job

Living Wage Champion

OMERS Pension

TravelWise commuting

Training & development

Job summary

The City of Waterloo is seeking a Customer Service Representative – Municipal Enforcement to join the MES team at Waterloo City Centre. This temporary part-time role works 21 hours per week and handles reception, licensing, payments and related administrative duties, reporting to the Supervisor, Enforcement Administration & Customer Service.

The ideal candidate will have a two-year post-secondary diploma in Business Administration or related field, at least two years of customer

Qualifications

• Two year post-secondary diploma in Business Administration or related discipline with a minimum of two years of customer service and administrative experience.
• Experience in municipal, legal or licensing administrative office environment is an asset.
• Strong written and oral communication with attention to detail.
• Commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion.

Responsibilities

• Provide general reception support including visitors, calls, mail, email and routing enquiries.
• Support Investigating Officers and Clerks with administrative tasks.
• Process payments for Penalty Notices and explain dispute resolution process.
• Intake license and sign permit applications and payments.
• Arrange printing/production of documents, distribute mailings, order supplies, and maintain inventory.
• Attend virtual and in-person meetings, prepare agendas and record minutes.
• Assist with MES administrative tasks and projects.
• Provide back-up support to MES staff as needed.
• Other duties as assigned.

Skills

Communication skills

Customer service

Teamwork

DEI commitment

Education

Two-year diploma in Business Administration or related discipline

Job description

Customer Service Representative -Municipal Enforcement

Competition Number:27264

Primary Work Location:Waterloo City Centre

Posting Status:Internal & External Job Posting

Hourly Range: $27.54 - $34.42 (Band K)

Number of Positions:1 (Current Vacancy)

Employment Group: Staff Association

Job Status:Temporary Part Time (up to 6 months)

Posting Release Date: September 21, 2026

Hours of Work:21 hours per week

Posting Closing Date: September 29, 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 & 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 Supervisor, Enforcement Administration & Customer Service, your primary responsibilities will include, but are not limited to, the following:

• Provide general reception support, assisting with incoming visitors, telephone calls, mail, email, and routing enquiries to the appropriate team members.
• Support Investigating Officers and Clerks with the administration of tasks as required.
• Process payments for Penalty Notices and provide information to customers on the dispute resolution process.
• Intake new license and sign permit applications and payments.
• Arrange for printing and/or production of various documents, prepare distribution of mailings, order supplies, and maintain the office inventory.
• Attend virtual and in-person meetings, prepare and distribute agendas and record meeting minutes.
• Assist with various other MES administrative tasks and projects.
• May be required to provide back-up support to other staff in the MES office, where qualified.
• Other duties as assigned.

What you will bring:

• Two (2) year post-secondary diploma in Business Administration or related discipline with a minimum of two (2) years related customer service and administrative experience, or equivalent combination of education and experience.
• Previous experience in municipal, legal and/or licensing administrative office environment would be considered an asset.
• Well-developed written and oral communication skills with strong attention to detail.
• 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 qualifications, if applicable.

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

The City of Waterloo acknowledges that our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee 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 2SLGBTQ+ 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 a 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.

Staff Association:

Qualified and eligible City of Waterloo Staff Association applicants will be considered first for this posting.