Customer Service/Administration Representative - Service Centre

Customer Service/Administration Representative - Service Centre

Why work with us:

The City of Waterloo is a rewarding place to work. Each day, you will support and/or participate in the delivery of services that impact residents of this city, making it a great place to live, work and play for everyone.

Home to two world-class universities, a top-ranked college, a tech ecosystem, entrepreneurs and small businesses, there is a readiness to do things differently in Waterloo. Our vision is to be a leader in sustainability and to build a future-ready community for all. We are committed to workplace wellbeing and providing an inclusive, safe and enjoyable work environment.

For more information about the City of Waterloo’s Strategic Plan, Vision, Values and Guiding Principles, please click here: City of Waterloo 2023-2026 Strategic Plan.

What we offer:

• Supportive and caring organization that promotes respect, inclusivity, sustainability, health, safety and wellness.
• Dedication to the organization’s commitment for Reconciliation, Equity, Accessibility, Diversity and Inclusion through ongoing training and access to related programs and workshops, opportunities to connect with others around topics of social justice and equity, and opportunities to be involved with the initiatives that guide this corporate journey.
• A commitment to environmental sustainability as demonstrated in many plans and policies.  For example, we are working towards reducing our corporate greenhouse gas emissions to net-zero by 2050, with real progress underway.
• Certification as a Living Wage Champion.
• Defined Benefit Pension Plan (OMERS) eligibility for all employees.
• Up to 10 paid Reservist Leave days per year, with single contribution OMERS buyback option for any unpaid time.
• Easy and sustainable commuting options through the TravelWise program, which offers public transit discounts and a dedicated carpool network for employees.
• Substantial internal and external training and development opportunities along with opportunities to get involved and give back to the community.
• Enjoyable employee-wide events, activities, site visits, BBQs to connect with co-workers.
• Complimentary FitPass for access to leisure, swim, and fitness drop-in programs for employees and family members.

…And so much more!

What you will do:

Reporting to Manager, Service Centre Operations, your primary responsibilities will include, but are not limited to, the following:  

• Respond promptly to customer inquiries and requests; resolve customer concerns and complaints.
• Create service requests for work that needs to be completed and ensure inquiries are delivered to the appropriate staff in Integrated Planning & Public Works (IPPW), Parks, Forestry & Cemetery Services, Facility Management, Procurement and Information Management and Technology Services (IMTS).
• Schedule underground locate appointments for construction work through Ontario One Call for City Utilities and Transportation.
• Enter data from time and equipment cards using Maximo.
• Answer social media and website inquiries for IPPW and Parks, Forestry & Cemetery Services.
• Update and complete on-call lists for CUPE staff.
• Provide administrative support and track boot allowances for all divisions.
• Requisition to bill for IPPW.
• Book and distribute daily appointments for City Utilities- water meters, water operations, sewer operations.
• Distribute corporate communications for CUPE staff that may not have access to email.
• Conduct quality assurance checks on work orders and service requests.
• Daily cash handling and associated reporting; reconciling and balancing revenues.
• Administrative support to both office and field staff.
• Provide input into programs, services and event performance evaluation; recommend changes to programs, and services to support goals and objectives of section, division or department.
• Work collaboratively with managers, supervisors and others to ensure seamless delivery of facility activities, services and programming.
• Work with internal and external customers, including affiliated groups, to support Service Centre operations goals and objectives.
• Participate in the development of office policies, procedures and best practices.
• Ensure compliance with accessibility and health and safety legislation.
• Other duties as assigned.

What you will bring: 

• A post-secondary diploma in Office Administration or a related field with two (2) years’ of front line customer service or administrative experience, preferably in a public sector environment; equivalent combinations of education and experience will be considered.
• Familiarity with public works and city operations; understands locates, service requests and work order processes.
• Demonstrated experience in using Maximo, or a similar work order management system, for data entry, running queries, and gathering information.
• Excellent interpersonal and communication skills to deal effectively with internal and external customers.
• Demonstrated ability to work collaboratively and independently as required.
• Strong commitment to providing quality customer service and supporting teamwork.
• Ability to handle changing priorities and frequent interruptions.
• Strong organizational skills, attention to detail and ability to deal with fluctuating volumes and pace of work.
• Understanding of facility operations, sports and/or event administration.
• Experience with cash handling, point of sale (POS) transactions and deposit systems.
• Ability to assess, diffuse or take appropriate action when dealing with difficult/challenging situations.
• Must be proficient with demonstrated experience in using Microsoft Word and Excel with proficiency in POS.
• Current Standard First Aid, CPR, AED certification, or willingness to obtain within six (6) months of employment.
• Strong commitment to delivering quality customer service.
• A passion for promoting and maintaining a healthy and safe workplace and the ability to work respectfully and effectively in a team environment.
• Demonstrated commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion.

What we will require:

• A Criminal Record and Judicial Matters Check satisfactory to the City.
• Proof of your current and valid certificate(s), licenses and/or educational qualification, if applicable

Hours of Work: Up to 28 hours per week, typically scheduled Monday to Friday between the hours of 8:30am to 4:30pm, subject to operational needs. 

Be You @ Waterloo (Our Commitment to Diversity, Equity, Inclusion and Belonging):

The City of Waterloo acknowledges that our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples, and is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.  The City is dedicated to advancing the organization’s commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion and to reducing barriers to employment opportunities. Applications from members of historically underrepresented groups, including Black, Indigenous, racialized communities, women, persons with disabilities and members of 2SLGBTQ+ are encouraged for positions at all levels within the organization. Candidates from historically underrepresented groups are encouraged to self-identify in their application.

Accommodations are available throughout all stages of the recruitment process in accordance with the Human Rights Code and other applicable legislation. We encourage applicants to access support(s) that may be needed. To request accommodation during the application process, please email recruitment@waterloo.ca, quoting the position and competition number. Applicants advancing to the next stages of the recruitment process will be provided with additional opportunities to make their needs known.

Our use of AI during recruitment:

Our applicant tracking system includes artificial intelligence (AI) features, such as tools that highlight relevant work history or suggest potential job matches. These features are built into the system and may be visible to staff. AI does not make any screening or hiring decisions, and all decisions about interviews and hiring are made by City staff in accordance with applicable City policies and procedures.

Staff Association:

Qualified and eligible City of Waterloo Staff Association applicants will be considered first for this posting.