Job Description

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Customer Service Representative (Revenue)
Employment Type: Temporary Full Time
Hours of Work: 35
Job location: City Hall
Pay: $33.02 To $41.02 Hourly
Grade/Band: 06
Job Posting Start Date: 2/3/26
Job Posting End Date: 2/10/26
:
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.
(Temporary Full Time for Approximately 12 Months)
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.

Education

• Minimum Grade 12 diploma or equivalent.

Experience

• Minimum 1 year of related work experience.

Additional Requirements

• Reliability: Reliable with a positive attitude and good employment record.

Knowledge, Skills, and Abilities

• Software Experience: Working knowledge of SAP, specifically CRM, and a banking background.
• Computer Proficiency: Proficient in Windows, Word, and Excel.
• 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.
• 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.

Department: FIN-Financial Services Department
Division: FIN-Revenue Division
Union Code: C.U.P.E. Local 791
Req Id: 698
Job Code: 0019
Number of Openings: 1
Department: FIN-Financial Services Department
Union Code: C.U.P.E. Local 791
Req Id: 698
Job Code: 0019
Number of Openings: 1
2025 City of Kitchener | 200 King Street West, Kitchener, Ontario | Telephone: 519-741-2345: TTY: 1-866-969-9994
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