Customer Service Representative

Job Description

People, Place, Prosperity

Working within our Strategic Plan, Cambridge Connected, and committing to our values of Integrity, Respect, Inclusiveness and Service, the successful candidate will work together to help the City of Cambridge achieve our vision: A place for people to prosper – alive with opportunity.

Job Profile

The Customer Service Representative, Service Cambridge position within the Corporate Services Department, reports to the Supervisor of Service Cambridge, and is located at City Hall. This position is responsible for the following duties:

What you will be doing

• Provides quality customer service to members of the public on behalf of all city departments and service areas via the phone in the Cambridge Contact Centre and/or the Service Cambridge Counter, as assigned.
• Greets visitors, determines nature of the visit, responds to general inquires and handles cash and processes cash payments for tax, water, permits, tickets, and various services using the Point of Sale System.
• Receives and responds to high volume of complex inquiries and customer complaints using established customer service policies and/or procedures.
• Research and analyze information to initiate and process Service Requests (SRs) using a knowledge base system
• Administrative functions include restocking of pamphlets and materials, accepting general deliveries, incoming interoffice, scan and/or file
• Tracks all interactions with the public for proper reporting and continuous improvement of Service Cambridge.
• Reconciles cash drawers, opens and closes tills, balances cash register, and prepares receipts for bank deposits.
• Distributes parking permits to approved persons, as required.
• Receives applications and licenses, registrations, and various information for city departments, and handles these items in accordance with the Municipal Freedom of Information and Privacy Protection Act.
• Promotes a positive image of the City of Cambridge and adheres to the Staff Code of Conduct and a high standard of ethical behavior.

Education

Two year College Diploma in Business Administration or Similar

Experience and Knowledge

• College education in the areas of business, applied arts, community services, language, communications, computers, or information technology.
• Two years of customer service experience in a call centre environment and cash handling, sales, and/or Point Of Sales System.
• Knowledgeable and proficient in the use of all manner of technologies and computer applications including (but not limited to) Microsoft Office Suite, internet, adobe Reader, Maximo, On Point, Active Net , Point of Sale System, Vailtech, Class, and Customer Service Relationship Management database.

We will ask you for these items if you are hired

Current and valid Police Criminal Record and Judicial Matters Check to be provided prior to commencement in this position.

Proof of your current and valid certificate(s) and/or educational qualifications.

Worker Health and Safety Awareness Training certificate from the Ministry of Labour. (may be obtained post offer)

Your compensation

This position is within Grade 5 of the Inside Workers union salary schedule and the hourly rate will be $33.72

Hours of work

This position works 35 hours per week, scheduled by the supervisor between 7:00am – 4:30pm, Monday to Friday and in accordance with the collective agreement. Hours of work are subject to change to meet operational requirements.

Advertisement expiration date

To apply, submit your candidate profile and application through cityONE Careers, prior to March 3, 2026.

Accommodation needs and protection of privacy

The City of Cambridge recognizes and appreciates diversity and inclusion enhances our public value commitment.

We strive to create an accessible and inclusive experience and encourage all qualified people to apply, including and especially people from equity-deserving groups. Qualified applicants will receive consideration for employment with honour and respect toward their individual dimensions of diversity.

We strive to remove barriers that may prevent qualified applicants from fully participating in the recruitment and selection process. Accommodation in accordance with the Ontario Human Rights Code and other applicable legislation is available throughout all stages of the recruitment and selection process. Contact to make your needs known in advance.

Personal information collected in relation to the recruitment process is collected under the authority outlined in the Municipal Freedom of Information and Protection of Privacy Act and used solely to determine eligibility for employment with the City of Cambridge only.