Customer Service Representative (Revenue) (Temporary Full Time for Approximately 18 months)

City of Kitchener; Kitchener; On-site; CAD 60,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to join their team. This temporary full-time position offers an opportunity to engage with the community by handling inquiries related to property taxes and utility billing. The ideal candidate will possess strong communication skills and a keen attention to detail, ensuring a seamless customer experience while maintaining accurate records. Join a supportive environment where your contributions will help enhance community services and improve customer satisfaction. If you thrive in a fast-paced setting and are passionate about customer service, this role is perfect for you.

Qualifications

• Minimum Grade 12 diploma required.
• 1-2 years of related work experience preferred.

Responsibilities

• Respond to inquiries about property taxes and utility billings.
• Process account changes and negotiate payment plans.

Skills

Communication Skills

Customer Service

Organizational Skills

Technical Skills (ERP Systems)

Mathematical Skills

Cash Handling

Education

Grade 12 diploma

Tools

SAP

Windows

Microsoft Word

Microsoft Excel

Job description

Customer Service Representative (Revenue) (Temporary Full Time for Approximately 18 months)

Job Status: Temporary Full-Time (Temporary Full Time for Approximately 18 months)

Pay & Grade: $60,097 - $74,649 annually, Grade/Band 6

Hours of Work:35 hours per week

Initial location: City Hall

Posting period:May 6 to May 12, 2026 (at 6:00PM)

Overview

We’re looking for a customer-focused representative to handle inquiries related to property taxes, utility billings, parking fines. This role requires strong communication skills and attention to detail to ensure a seamless customer experience while maintaining accurate financial records.

Responsibilities

• Customer Inquiries: Respond professionally and politely to telephone and counter inquiries about property taxes, utility billings, parking fines, and more.
• Utility Bill Assistance: Explain bill calculations, adjustments, and provide guidance on high bills.
• Account Changes: Process account changes due to customer moves, including scheduling final meter reads, setting up accounts, and promoting existing revenue programs.
• Tenant Contracts: Set up tenant contracts, determine applicable deposits, and calculate deposit amounts.
• Payment Arrangements: Negotiate payment plans and initiate account transactions, ensuring accuracy and legitimacy.
• Tax Bill Assistance: Explain routine tax bill calculations and adjustments.
• Payment Processing: Handle over-the-counter payments, maintain an accurate float, and balance daily.
• Account Updates: Update tax and utility account information and process adjustments.
• Flexibility: Adapt to regular rotations in workstations and shifts.
• Additional Duties: Perform other related tasks as assigned.

Requirements

• Education: Minimum Grade 12 diploma.
• Experience: 1-2 years of related work experience.
• Communication Skills: Superior verbal and written communication skills, with the ability to pass a related test.
• Customer Service: Ability to handle customer interactions courteously and effectively, especially in stressful situations.
• Organizational Values: Support and project values compatible with the organization.
• Stress Management: Demonstrated coping skills for stressful situations.
• Technical Skills: Experience with computerized billing/payment systems, especially ERP systems like SAP.
• Teamwork: Ability to work efficiently under pressure in a busy team environment.
• Organizational Skills: Proven ability to prioritize tasks with minimal supervision.
• Computer Proficiency: Proficient in Windows, Word, and Excel.
• Accuracy: High level of accuracy and well-developed keyboard skills.
• Mathematical Skills: Good mathematical skills, with the ability to pass a related math test.
• Cash Handling: Experience handling daily cash amounts exceeding $5,000.
• Confidentiality: Experience dealing with confidential information, exercising discretion and good judgment.
• Other Experience: Working knowledge of SAP, specifically CRM, and a banking background.
• Reliability: Reliable with a positive attitude and good employment record.

Department/Division:Financial Services, Revenue

Group:CUPE 791

Competition Number: 2025-151

Job Code: 0019

Number of positions: 1

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