Customer Service Representative

Position Summary

Under the general supervision of the Supervisor – Customer Service, the Customer Service Representative (CSR) delivers front-line, multi-channel customer service at Service Thunder Bay, including in-person counter service, call centre operations, email, and digital inquiries. The CSR functions as a generalist intake position, providing first-contact resolution for Tier 1 inquiries and escalating exceptions or complex matters in accordance with established procedures. The CSR provides first-contact resolution for a broad range of municipal services; creates and monitors service requests using corporate software; processes payments and applications; and ensures consistent, courteous, accurate, and timely service to residents, businesses, and internal departments.

Major Responsibilities

• Provides front-line customer service relating to all City programs and services across in-person, phone, email, online, and social/contact channels, ensuring consistent, courteous, and solutions-oriented service.
• Resolves Tier 1 inquiries independently wherever possible; identifies issues outside established procedures and escalates Tier 2 inquiries to appropriate divisions or the Senior CSR or Supervisor, as required.
• Provides cross-functional support to front counter and call centre operations, assisting with overflow and high-volume periods and maintaining a positive and consistent customer experience across all service channels.
• Creates, updates, and monitors service requests, complaints, work orders, and referrals using corporate systems such as public service and work management software, permitting, compliance and licensing software, recreation management software, and customer relationship management software.
• Documents customer interactions, follows established scripts and service standards, submits accurate data entry across systems, documentation, and request coding, and provides follow-up to customers regarding service timelines and outcomes.
• Collects and processes payments including taxes, water, licenses, invoices, permits, fines, parking rentals, parking tickets, and other municipal fees.
• Accepts, logs, and forwards corporate documents, applications, and submissions to the appropriate departments following established protocols.
• Balances daily cash, processes receipts, reconciles routine discrepancies, and prepares documentation for review.
• Ensures secure handling, storage, and transport of monetary items in accordance with corporate procedures.
• Acts as Commissioner of Oaths as authorized and trained.
• Performs the duties of Deputy Division Registrar, as required; issues marriage licences and collects applicable fees.
• Liaises with internal departments, external agencies, and community partners as required.
• Supports accessibility needs, including operating TTY/TDD devices.
• Creates, indexes, and files physical and electronic records in accordance with sectional procedures and corporate records retention requirements, ensuring confidentiality is maintained.
• Assists in orienting new employees, sharing knowledge base information, and supporting team operations during peak periods.
• Supports special projects, pilot programs, service improvement initiatives, and corporate change management activities.
• Performs other related duties as assigned.

Qualifications

Education/Experience

• Minimum one-year post-secondary education in office administration, business, customer service, or a related field and one year of customer service experience in a high-volume environment (municipal government or call centre preferred); or equivalent combination of education and experience.

Skills/Abilities

• Ability to communicate effectively and concisely, both orally and in writing.
• Good customer service and communication skills, and courtesy and tact in dealing with the public.
• Ability to remain calm, respectful, and solutions-oriented during difficult or escalated interactions, using empathy, positive language, and de-escalation techniques.
• Ability to learn and navigate multiple software applications simultaneously.
• Strong organizational and time management skills, with the ability to work well in a fast-paced environment.
• Accuracy in data entry, cash handling, and record management.
• Ability to exercise independent judgment when dealing with confidential or sensitive issues.
• Basic keyboarding skills, intermediate word processing and spreadsheet skills, and data entry skills.
• Must be competent within the meaning of the Occupational Health & Safety Act.

Conditions Of Employment

• Must undergo a successful Criminal Record and Judicial Matters Check (CRJMC).
• Must take an Oath of Secrecy.
• May be required to work modified hours, evenings, weekends, or during emergency response situations.

General Information

As an equal opportunity employer, the City of Thunder Bay encourages applications from Indigenous peoples, persons with disabilities, members of visible minority groups, and women.

Ontario Human Rights Code

It is a contravention of the Human Rights Code of Ontario to discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, marital status, family status, disability, age, record of offences, gender identity, or gender expression. Therefore, a resume submitted to the City must not include references to any of the above characteristics. Do not include:

• Photos
• Any certificates that have photo identification
• Driver’s licences
• Police records checks

The above documentation will be requested by the Human Resources & Corporate Safety Division should you be the successful applicant. If a Criminal Record Check is required, it will be requested by Human Resources should you be the successful applicant. Please do not submit your Criminal Record Check with your application.

Accommodation

Reasonable accommodations are available upon request for all parts of the recruitment process.