Corporate Customer Service Representative

About the role

The City of Kitchener is seeking a Corporate Customer Service Representative to join its 24/7 Corporate Contact Centre. This temporary full‑time position (approximately 12 months) involves handling a high volume of inquiries from residents, businesses and internal stakeholders, providing accurate information and facilitating service requests.

Key responsibilities

• Answer telephone calls, emails, social‑media messages and in‑person queries in line with city service standards.
• Provide information on municipal functions, policies, programs and direct callers to the appropriate department.
• Create and update service requests using CityWorks and Salesforce, documenting actions, resolutions and follow‑up needs.
• Prioritise emergency requests and ensure they are escalated according to emergency procedures.
• Research departmental responsibilities for city, provincial and federal programs.
• Identify opportunities for process and information improvements.
• Perform other related duties as assigned.

Required profile

• Minimum Grade 12 diploma plus one year of post‑secondary education.
• At least one year of experience in a contact‑centre environment.
• Ability to work any shift in a 24 hours/7 days rotation.
• Strong written and verbal communication skills.
• Demonstrated teamwork, organisational and problem‑solving abilities.

Required skills

• Proficiency with Microsoft Excel, Word and Outlook.
• Comfortable using Windows operating system.
• Experience with Salesforce CRM.
• Familiarity with CityWorks service‑request software.