Customer Service Advisor – City of Niagara Falls

About the role

The City of Niagara Falls is seeking a Customer Service Advisor to be the first point of contact for residents and visitors across multiple service channels. Working under the Supervisor of Customer Service, you will deliver accurate information, resolve inquiries, and ensure a welcoming experience for all callers and walk‑in customers.

Key responsibilities

• Respond to customer inquiries via phone, email, and in‑person channels, following established scripts and protocols.
• Determine the nature of each request, provide appropriate information, or redirect complex issues to the relevant department.
• Maintain accurate documentation of interactions and process cash transactions when required.
• Monitor call metrics such as transfer rates and handling accuracy, striving to meet performance targets.
• Identify emerging trends in customer questions and alert appropriate teams.

Required profile

• Strong communication skills with a professional and courteous demeanor.
• Ability to ask probing questions, listen actively, and provide clear resolutions.
• Knowledge of municipal services, community resources, and government structures is an advantage.
• Capacity to work a 16‑hour week schedule and adapt to a multi‑location environment.

Required skills

• Proficiency in using standard office and call‑center software for documentation and cash processing.

What we offer

• Competitive hourly wage ranging from $36.42 to $37.85 CAD.
• Union‑represented position with the Canadian Union of Public Employees Local 133.
• Opportunity to serve a vibrant community of 100,000 residents and 14 million annual visitors.