Job Description

Customer Service Representative (Revenue)

(Temporary Full Time for Approximately

12 months)

Job

S

tatus:

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:

Ju

ly

10, 2025 - Ju

ly

18, 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:

2025-241

Job Code:

0019

Number of positions:

1

Why work at the City of Kitchener