Customer Service Representative (Revenue)
Job Status: Permanent Full-Time and Temporary Full Time
Pay & Grade: $60,097 to $74,649 annually, Grade: 6
Hours of Work:35 hours per week
Initial location: Kitchener City Hall
Posting period:June 10, 2025 – June 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.
Please note there are two positions available, one is permanent full time, the other is 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.
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: 2025-202
Job Code: 0019
Number of positions: 2
Why work at the City of Kitchener
