A progressive city of 187,800 people located just a short 30-minute drive from Toronto, the City of Oshawa is one of Canada’s fastest growing communities that is exceptionally positioned to live, work, learn and invest. Its strategic pursuit of sustainable growth, excellent community service delivery and cooperative partnerships have enhanced its quality of life advantage, while maintaining a strong commitment to financial stewardship.

Job Title: Temporary Part-Time Junior Customer Service Representative Posting Number: 005403

Department: Office of the C.A.O. Branch: Legislative Services Division: Service Oshawa

Location: City Hall

Posting Start Date: 2025/07/09 Posting End Date: 2025/07/22 by 4:30p.m.

Employment Group: CUPE 251 Salary Grade: 05, $32.18 - $35.75 Standard Weekly Hours of Work: Up to 30 Shift Work Required: Yes

Job Description

Reporting to the Customer Service Coordinator, Legislative Services, or designate, this role is responsible for providing timely, courteous, and efficient handling of all front-line customer inquiries, service requests, and transactions, including those of a confidential, sensitive, or potentially controversial nature. The position requires resolving customer issues by applying strong interpersonal and problem-solving skills, leveraging customer service technologies, and conducting effective online research, all while meeting established service performance standards.

Responsibilities:

• Receive requests for information by telephone and provide accurate information to the public and internal clients in a clear, courteous and professional manner as it relates to a wide array of City services and programs
• Evaluate, process and respond to service requests, ensuring all information is accurately documented and recorded in various computer-based software applications
• Assess, research, and respond to customer concerns and complaints to provide first-level issue resolution or escalation when appropriate, while accurately documenting and recording all transactions and issues
• Provide periodic support and assistance to Customer Service Representatives in handling customer interactions through various channels, including in-person, online chat, and email
• Support and demonstrate the City of Oshawa's core values of Authenticity, Courage and Trust
• Perform other related duties as assigned

Requirements:

• Knowledge and skills generally associated with the completion of Grade 12, plus one (1) year post-secondary education in Office Administration, Communications, Customer Service/Call Centre Certificate, or related discipline, and one (1) year of relevant customer service experience, or an equivalent combination of education and experience
• Established skills and experience using a variety of software applications (e.g. Microsoft Office Suite, Manta, Class, GIS related tools, OLI, Lagan)
• Proven ability to easily learn and adapt to new software applications. Demonstrated proficiency and comfort with technology
• Demonstrated customer service experience and advanced communication skills to deal effectively and courteously with the general public and staff and an ability to respond to inquiries by telephone, in person and in writing
• Ability to communicate in a second language is an asset
• Excellent interpersonal skills with the ability to establish and maintain positive working relationships
• Excellent organizational and problem-solving skills
• Ability to work independently, quickly and competently with frequent interruptions in a multi-task environment and ability to work under pressure in order to meet service level standards
• Ability to maintain the confidentiality of information, exercise judgement and tact in dealing with sensitive matters and responding to inquiries. Personal qualities of maturity and reliability are required
• Ability to work shifts as required

Please be advised that position location as noted is at the time of posting and is subject to change, as required due to operational needs.

We would like to thank all applicants however, please note that only those selected to attend an interview will be contacted and all other applicants will be kept on file. Applicants are advised that written, oral and practical testing may form part of the selection process.

City of Oshawa employees need to apply through the intranet (iConnect) in order to be considered as an internal candidate. All applicants are encouraged to provide a valid email address for communication purposes. Please ensure that you check your email regularly to receive any correspondence.

The City of Oshawa is situated on lands and waters within the Williams Treaties Territory, home to seven First Nation communities of the Michi Saagiig and Chippewa Anishinaabeg, who have cared for and maintained these lands from time immemorial and continue to do so to present day.

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We are an Equal Opportunity Employer in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code (OHRC). The City of Oshawa promotes the principles of diversity, equity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. The City of Oshawa encourages applications from women, Indigenous Peoples and persons of all cultures, ethnic origins, religions, abilities, ages, sexual orientations, and gender identities and expressions.

The City of Oshawa will provide accommodations throughout the recruitment and selection and/or assessment process to applicants with disabilities and/or needs related to the OHRC. If you require an accommodation during the recruitment process or assistance with the application process please contact Human Resource Services. Personal information provided is collected under the authority of The Municipal Freedom of Information and Protection of Privacy Act.