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: 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

Why work at the City of Kitchener