Customer Service Representative (Revenue) (Temporary Full Time for Approximately 12 months) Job Status: 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