Job Description

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- Corporate Customer Service Representative Part Time

Employment Type :Temporary Part Time

Hours of Work :Up to 24 hours per week

Job location :City Hall

Pay :$33.13 To $41.15 Hourly

Grade/Band :06

Job Posting Start Date :6/30/26

Job Posting End Date :7/8/26

- Overview This position is Temporary Part-Time for approximately 12 months.

Reporting to the Supervisor, Corporate Contact Centre, Corporate Customer Service Representatives (CCSR's) are responsible for performing a variety of customer-focused information and facilitation services for residents and customers of the City of Kitchener. CCSR's will manage a wide variety of inquiries from internal and external customers as they are directed through the city's Corporate.

Call Centre Hours: 24 hrs. a day, 7 days a week (24/7)

- Responsibilities- Provides information, redirects calls and guides customers concerning municipal functions, services, policies, and programs.
- Generates service requests on behalf of customers via City Works and Salesforce software and updates service requests to reflect such information as action taken, resolution achieved, or further action required.
- Follows up as necessary on unresolved issues and requests, occasionally requiring interactions over several weeks; finds responsible internal party to accelerate action and keeps customer apprised of resolution status.
- Must be able to prioritize incoming communications in order to ensure that emergency requests are responded to in accordance with emergency procedures.
- Documents customer complaints, requests, and issues using the Salesforce and Cityworks programs (e.g., property standards, parking).
- Answers incoming telephone calls in accordance with applicable call centre processes and guides callers in accordance with Corporate Contact Centre business processes.
- Provides general information on programs and services of the Departments, Agencies, Boards and Commissions to internal and external customers.




- Research general questions concerning precise departmental responsibility for City, Provincial and Federal programs and services.
- Makes suggestions for process and information improvements and updates.
- Performs other related duties as assigned.
- Education- Minimum Grade 12 High School Diploma, plus one-year post-secondary education.
- Experience- Minimum of 1 year experience in a contact centre environment.
- Additional Requirements- Able to work all shifts, in a 24 hrs a day, 7 days a week rotation.
- Knowledge, Skills, and Abilities- Proficient with Microsoft Office (Excel, Word, Outlook) and Windows and have the ability to learn new software programs easily.
- Highly developed customer service skills.
- Good listening, speaking and written communication skills.
- Demonstrated ability to participate as an effective team member.
- Highly developed organizational and creative problem-solving skills.
- Able to find information and provide customers with answers quickly and accurately while using multiple resources, including but not limited to internet searches.
- Able to deal with customers tactfully and effectively in a quick-paced ever-changing work environment.
- Able to work in a highly structured, measurable target driven environment.
- Able to prioritize incoming calls and tasks to meet established customer service levels.
- Proven research & analytical skills and highly developed attention to detail for problem resolution and data entry accuracy.
- Able to remain composed during emergency situations and respond in accordance with established guidelines; including but not limited to; alarm monitoring for City facilities & pumping stations, emergency natural gas & C/O phone line, confined space entry monitoring, and sewer/water emergencies.
- Reliable with a good attitude and employment record.

Department :CSD-Community Services Department

Division :CSD-Corporate Customer Service Division

Union Code :Non Union, Management

Req Id :946

Job Code :0828

Number of Openings :1

📌 Corporate Customer Service Representative Part Time (Kitchener)
🏢 City of Kitchener
📍 Kitchener