Senior Customer Service Representative

City of Saskatoon; Saskatoon; On-site; CAD 70,000 - 77,000; Full time

Job summary

City of Saskatoon in Saskatoon is seeking a Senior Customer Service Representative to lead and support a team of frontline staff in resolving complex inquiries related to utilities, taxes, and licensing. You will mentor on the floor and assist the Customer Service Manager in daily operations.

The role requires a business college diploma or equivalent, five years’ customer service experience with two years in city services using CIS, strong written and verbal communication, and a commitment to

Qualifications

• Graduation from a business college or graduation from a one year, post-secondary business related program.
• Five years’ progressively responsible experience resolving concerns of external customers and processing automated transaction data, including two years’ current customer service experience in City utilities and taxes using CIS.

Responsibilities

• Performs the duties of a Customer Service Representative.
• Provides daily direction, mentorship, training and on-floor support to Contact Centre staff.
• Acts as the first point of escalation for resolving complaints and complex issues in utilities, property tax, parking permits, parking tickets, pet licensing, etc.
• Researches and responds to complex customer and staff issues related to utilities, property tax, parking permits, parking tickets, pet licensing, etc.
• Liaises with internal stakeholders to resolve customer issues.
• Provides support to the Customer Service Manager, including processing Call Monitoring Calls for evaluation.
• Reviews and makes recommendations regarding process improvements related to customer service in Corporate Revenue.

Skills

Customer service

Communication

Mentoring

Multi-tasking

Team leadership

Education

Business college diploma

Post-secondary business program

Tools

CIS (Customer Information System)

Microsoft Office

Job description

Position:Senior Customer Service Representative

Department:Corporate Revenue

Term:1TemporaryFull Time position available for approximately 6 months.

Closing Date: 10/27/2026

Labour Group: CUPE 59

Posting: 5812

This position is a CUPE 59 position and will be filled in accordance with the Collective Bargaining Agreement. Should it not be filled in accordance with the Collective Bargaining Agreement, external candidates will be considered.

Job Summary

Under supervision of the Customer Service Manager, this position provides direction and support to other Customer Service Representatives as well as providing support to the Customer Service Manager.

Duties & Responsibilities

• Performs the duties of a Customer Service Representative.


• Provides daily direction, mentorship, training and on-floor support to Contact Centre staff.


• Acts as the first point of escalation for resolving complaints and complex issues in areas relating to utilities, property tax, parking permits, parking tickets, pet licensing, etc.


• Researches and responds to complex customer and staff issues related to utilities, property tax, parking permits, parking tickets, pet licensing, etc.


• Liaises with internal stakeholders, including Service Saskatoon, Saskatoon Light & Power, Saskatoon Water, Community Standards, etc. to resolve customer issues.


• Provides support to the Customer Service Manager, including processing Call Monitoring Calls for evaluation.


• Reviews and makes recommendations regarding process improvements related to customer service activities in Corporate Revenue.


• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements:

• Graduation from a business college
  OR
  Graduation from a one year, post-secondary business related program.


• Five years’ progressively responsible experience resolving concerns of external customers and processing automated transaction data, including a minimum of two years’ current customer service experience in City utilities and taxes using the City’s Customer Information System (CIS).

Knowledge, Abilities and Skills:

• Considerable knowledge of corporate policies, procedures, Civic Bylaw and Provincial Acts as they relate to services offered by Corporate Revenue.


• Knowledge of data processing methods and procedures.


• Demonstrated ability to deal respectfully, courteously and tactfully with external agencies, other civic employees, and the public in difficult circumstances.


• Demonstrated ability to communicate effectively, orally and in writing.


• Demonstrated ability to multi-task, meet deadlines, and manage several concurrent priorities


• Ability to effectively provide guidance and training to staff.


• Ability to research, analyse and interpret information in accordance with established policies and procedures.


• Ability to solve problems independently.


• Skill in the use of a computer using the Microsoft Office Suite.

Requires Security Check

Acceptable current Criminal Record Check (CRC) upon offer of employment.

Weekly Hours:36.67

Salary Range:$69,591.36to$76,724.88 CADper annum (2026rates)

Diversity, Equity and Inclusion

The City of Saskatoon offers an inclusive workplace that embraces diverse backgrounds. As an equity partner with the Saskatchewan Human Rights Commission (SHRC), the City commits to diversity, equity and inclusion in our workplaces. By having our workforce reflect the community we serve, we support the realization of miyo-pimatisiwin, (me-o-pi-ma-ti-si-win) “the good life”, for all residents. To learn more about Diversity, Equity and Inclusion at the City, please visit Saskatoon.ca/diversity

Accommodation

The City of Saskatoon strives to provide an accessible and inclusive workplace for all, including throughout the application and selection process through reasonable access and accommodations. Should you require accommodation through any stage of the recruitment process, please email [e-mail].

While we appreciate all applications we receive, only candidates under consideration will be contacted.