City of Kitchener Careers

Customer Service Representative (Revenue) (Temporary Full Time for Approximately 12 months)

Job Status:  Temporary Full-Time (for approximately 12 months)

Pay & Grade: $60,097 to $74,649 annually, Grade: 6

Hours of Work:35 hours per week

Initial location: Kitchener City Hall

Posting period:September 23 to October 1, 2025 (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.
• Preferred 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: 2025-354

Job Code: 0019

Number of positions: 1

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