Customer Service Representative

Organization:

City of St. Catharines

Region:

Ontario

Application deadline:

April 3, 2026

Type:

Full time

Category:

Other

Description

About the Role:

As a key member of the City of St. Catharines’ Citizens First Program, you are responsible for receiving, answering and referring all calls associated with the City’s Customer Service Division. Additionally, you provide a variety of City transactional services on behalf of all City Departments at the Customer Service Counter.

What You'll be Doing:

Act as primary contact for the City with the public from a variety of channels; telephone, email and counter.
Process a variety of financial transactions for City services and programs including cash, debit and credit cards following department designated collection procedures and payment options.
Receive, assess, refer and answer inquiries related to all departments of the City such as tax, water, parking, forestry, roads maintenance, traffic operations, culture and recreation.
Prepare daily, weekly and monthly financial reporting, inventory reporting and prepare the required general ledger journal entries.
Triage requests, determining information needs and entering information in a variety of computer-based software applications.
Enter and maintain online requests, paper files and logs related to service requests.
Self-monitor and measure performance against written guidelines to ensure the desired level of customer satisfaction and service using tools available.
Recognize trends or changes in types of calls or questions that callers have. React to situational changes by ensuring that appropriate persons are notified.
Participate in on-going monitoring of telephone calls to ensure standards are being met.
Report regularly on the status of results and performance.
Research, prepare, apply and submit adjustments for various departments regarding parking fines, tax accounts, recreation programs, and facility booking and revenue distribution journals.

Requirements

What's Required:

Minimum of a Grade 12 Diploma plus additional courses in Customer Service and Administration.
Experience in a customer service related position is essential.
Experience with cash-handling or related functions is an asset.
Dynamic customer service skills including well-developed empathy and intuitive skills to be able to assess customer's sometimes unspoken needs and quickly match up those needs with available resources.
Established written and verbal communication skills including effective use of grammar and spelling.
Proven ability to work within a fast-paced, multi-tasking team environment while maintaining a positive demeanour.
Expert awareness of current events related to public health and safety, public programs, flyer distribution, snow removal, cultural events such as festivals, parades, and street fests; public meetings such as Council and public information sessions.
Excellent interpersonal and conflict resolution skills.
Creativity and flexibility in order to persuade and educate customers.
Excellent telephone etiquette; good voice quality, diction and articulation.
Ability to work with figures and an understanding of business accounting concepts.
Ability to conduct internet searches.
Proven experience in Microsoft Word, Excel, and Outlook.