Escalation Specialist
Top Benefits
About the role
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
We are looking for customer-oriented, Full-Time Escalation Specialist to join the Tax and Water Division team within the Corporate Services Department. Reporting to the Supervisor of Tax and Water, and located at City Hall, this position is responsible for the following duties:
What you will be doing
- Supports customer service staff with complex and escalated issues and determine if applicable policy/procedure are being applied correctly and review decisions with staff where necessary.
- Resolves escalations presented by the customer service group.
- Reviews and resolves complex tax and water accounts with residents and provide explanations, options, and/or solutions as appropriate and aligned with policy and procedure.
- Updates and manages the Tax and Water division Standard Operating Procedures documentation.
- Maintains escalation trending reports.
- Communicates with customers in person, by phone, or by email to explain processes, procedures, and account history.
- General administration duties – Pre-Authorized Payment (PAP), Ownership changes, Adjustments, Inactive accounts, Credits.
Education
Two-year College Diploma in Business or Accounting
Experience and Knowledge
- Three years of experience in a related customer service position role and demonstrated ability to manage frequent escalations in a customer service or call center environment.
- Experience and competency in using MS Word, Excel, Outlook; Vailtech – Tax and Water, and Cisco phone system.
- Courses in Municipal Tax Assessment, Escalation Training, Customer Service, Coaching, and Accounting/Bookkeeping would be beneficial for this role.
We will ask you for these items if you are hired
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)
Current and valid Police Criminal Record and Judicial Matters Check to be provided prior to commencement in this position.
Your compensation
This position is within Grade 7 of the inside workers union Salary Schedule and has an annual salary range of $70,325 to $74,747. We offer a comprehensive benefit package and are an Ontario Municipal Employees Retirement System (OMERS) employer.
Hours of work
The current regular hours of work are in accordance with the Inside Worker's Collective Agreement, (35 hours per week), Monday to Friday, 8:30am-4:30pm
Advertisement expiration date
To apply, submit your candidate profile and application through cityONE Careers, prior to July 31, 2025.
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 HRServices@Cambridge.ca to make your needs known in advance.
For more information on our Employment Equity, please read our full policy.
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.
About City of Cambridge Ontario
The City of Cambridge is one of the fastest growing areas in Canada. It is strategically located astride highway 401 in Southwestern Ontario, part of Canada’s Technology Triangle. In 2010, the population was over 130,000 people with a multicultural mix and a strong foundation of support services. Cambridge has a diverse economic base with leading industries in manufacturing, automotive, high technology, pharmaceutical, business and financial services and hospitality/retail. It’s about choice, options and value when you become part of the community.
You meet the nicest people in Cambridge. It’s a place that understands all about coming together. There is so much more to Cambridge than the beautiful lands created at the convergence of two rivers or its logistically perfect location in the heart of Ontario’s economic corridor. Cambridge is the coming together of people from diverse, close-knit and proud communities. The people of Cambridge ‘do the right thing’ by respecting history, family values, a sound work ethic, the arts, environment and advancement. A young city, Cambridge is a master of balancing the excitement and promise of the new with the historical significance and stability of the old. A place where coming together is just the start. Uniting together is what sets Cambridge apart. Undiscovered–Cambridge families and entrepreneurs get more for less, and sacrifice nothing.
See our Social Media Terms of Use: http://bit.ly/3GGn6rl
Escalation Specialist
Top Benefits
About the role
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
We are looking for customer-oriented, Full-Time Escalation Specialist to join the Tax and Water Division team within the Corporate Services Department. Reporting to the Supervisor of Tax and Water, and located at City Hall, this position is responsible for the following duties:
What you will be doing
- Supports customer service staff with complex and escalated issues and determine if applicable policy/procedure are being applied correctly and review decisions with staff where necessary.
- Resolves escalations presented by the customer service group.
- Reviews and resolves complex tax and water accounts with residents and provide explanations, options, and/or solutions as appropriate and aligned with policy and procedure.
- Updates and manages the Tax and Water division Standard Operating Procedures documentation.
- Maintains escalation trending reports.
- Communicates with customers in person, by phone, or by email to explain processes, procedures, and account history.
- General administration duties – Pre-Authorized Payment (PAP), Ownership changes, Adjustments, Inactive accounts, Credits.
Education
Two-year College Diploma in Business or Accounting
Experience and Knowledge
- Three years of experience in a related customer service position role and demonstrated ability to manage frequent escalations in a customer service or call center environment.
- Experience and competency in using MS Word, Excel, Outlook; Vailtech – Tax and Water, and Cisco phone system.
- Courses in Municipal Tax Assessment, Escalation Training, Customer Service, Coaching, and Accounting/Bookkeeping would be beneficial for this role.
We will ask you for these items if you are hired
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)
Current and valid Police Criminal Record and Judicial Matters Check to be provided prior to commencement in this position.
Your compensation
This position is within Grade 7 of the inside workers union Salary Schedule and has an annual salary range of $70,325 to $74,747. We offer a comprehensive benefit package and are an Ontario Municipal Employees Retirement System (OMERS) employer.
Hours of work
The current regular hours of work are in accordance with the Inside Worker's Collective Agreement, (35 hours per week), Monday to Friday, 8:30am-4:30pm
Advertisement expiration date
To apply, submit your candidate profile and application through cityONE Careers, prior to July 31, 2025.
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 HRServices@Cambridge.ca to make your needs known in advance.
For more information on our Employment Equity, please read our full policy.
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.
About City of Cambridge Ontario
The City of Cambridge is one of the fastest growing areas in Canada. It is strategically located astride highway 401 in Southwestern Ontario, part of Canada’s Technology Triangle. In 2010, the population was over 130,000 people with a multicultural mix and a strong foundation of support services. Cambridge has a diverse economic base with leading industries in manufacturing, automotive, high technology, pharmaceutical, business and financial services and hospitality/retail. It’s about choice, options and value when you become part of the community.
You meet the nicest people in Cambridge. It’s a place that understands all about coming together. There is so much more to Cambridge than the beautiful lands created at the convergence of two rivers or its logistically perfect location in the heart of Ontario’s economic corridor. Cambridge is the coming together of people from diverse, close-knit and proud communities. The people of Cambridge ‘do the right thing’ by respecting history, family values, a sound work ethic, the arts, environment and advancement. A young city, Cambridge is a master of balancing the excitement and promise of the new with the historical significance and stability of the old. A place where coming together is just the start. Uniting together is what sets Cambridge apart. Undiscovered–Cambridge families and entrepreneurs get more for less, and sacrifice nothing.
See our Social Media Terms of Use: http://bit.ly/3GGn6rl