CUSTOMER SERVICE REPRESENTATIVE

Finance Services - Revenue Office - P1488

Closing Date: October 28, 2026

JOB SUMMARY:

Customer Service Representatives (CSR’S) are responsible for providing front-line customer service for the City of Moncton through phone, email, and in-person interactions. Using a variety of technologies and systems, CSRs will provide the information our customers are looking for.

Customer Service Representatives must have good written and oral communication skills and strive for first-call resolution for all inquiries, directing customers to other personnel in the corporation only as needed.This position reports directly to the Manager, Revenue, Billing and Collections and works collaboratively with a number of other departments who provide services to our community.

EDUCATION

- Must have completed a two (2) year program with major course work in Business Administration OR formal post-secondary education in another discipline with relative business-related courses
- High School graduation or GED equivalency.

EXPERIENCE:

- Minimum of two (2) years’ experience in performing front-line customer service or related duties within or outside the Corporation.
- Must have experience using major computer system, preferably maintenance management or Customer Relationship Management system.
- Cash handling experience is an asset.
- Customer Service Management Software experience would be an asset.

LANGUAGE:

- The ability to function fluently in both official languages (English and French) is a requirement. As per provincial language proficiency standards, functional is determined to be at the Intermediate+ (2+) level or higher.

KNOWLEDGE, SKILLS AND ABILITIES:

- Knowledge of best practices in regards to excellence in customer service.
- Strong reasoning and problem-solving skills are essential.
- A Typing speed of sixty (60) w.p.m.
- Possesses knowledge and skills in computer software programs relevant to the position such as: Infor MMS, Info Desktop,



Microsoft Office, City View, Oracle, etc.
- Requires a high level of judgment appropriate to applying established practices, policies or procedures to standard work assignments and resolving frequent minor problems.
- Should be willing to upgrade skills as required by changes in the workplace.

CONTACTS:

- Work requires frequent internal contacts with employees, community safety officers and managers of City of Moncton departments.
- Work also requires the ability to foster clear, open, courteous, and empathetic communications with citizens, both private and corporate, relative to programs, bill payments, permits, licenses, by-laws, and general information relative to the corporation.
- Work requires dealing with disgruntled and dissatisfied customers on a daily basis, with the incumbent being able to maintain composure without putting themself or the Corporation at risk of loss.
- Establishes effective customer relationships and actively supports the organization.

SUPERVISION:

- This position requires a high level of responsibility, initiative and the ability to work independently with a minimum of supervision as well as the ability to function well in a team workplace with excellent customer service skills.

CONDITIONS OF WORK:

- The employee will be required to work a seven (7) hour day between the hours of 8:00 a.m. and 5:00 p.m., Monday to Friday, under agreeable working conditions in an open office environment. Hours of work may change periodically with a prior notice of the change given one week in advance.
- The work environment is under video surveillance.
- The nature of the working environment is characterized by teamwork collaboration and open communication, having to be cutting-edge and adaptable so as to focus on continuous improvement in the quality, effectiveness and efficiency of the services and business processes.
- The incumbent must be able to work under pressure and time restraints.
- Hours of work as per the CHEA/PSAC Local 60200 Collective Agreement.

📌 Customer Service Representative (Moncton)
🏢 City of Moncton
📍 Moncton