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Job ID #32078: Customer Service Representative-Vacant Unit Tax Union: CUPE Local 5167 Job Description ID #: 7680 Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on July 22 2026. Duration: Up to 12 months Vacancy type: This posting is for an existing vacancy Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

SUMMARY OF DUTIES

Reporting to the Supervisor, Vacant Unit Tax, responsible for providing information by answering and handling customer service inquiries (verbal or written) related to the Vacant Unit Tax. Performs duties associated with the receipt and updating of the occupancy declaration forms. Liaises with customer service staff to provide support, expertise and advice on complex program issues and information on the Vacant Unit Tax program. GENERAL DUTIES Receives, assesses and responds to inquiries from staff, financial institutions, law offices, government agencies and the public electronically by e-mail, written or by telephone. Performs online updating through the declaration portal of information for the Vacant Unit Tax purposes such as declarations received by mail or in-person. Receives, reviews and approves forms and supporting documents associated with the City's Vacant Unit Tax program to ensure that all pertinent information has been submitted and all criteria has been met. Notifies applicants (either verbally or in writing) if criteria is not satisfied. Liaises with customer service staff to provide support, guidance, expertise and advise on Vacant Unit Tax issues. Provides information on Vacant Unit Tax policies and procedures. Researches returned bills to determine correct mailing address using various online sources. Maintains paper and electronic filing system of all correspondence including lawyer's letters, program application forms, financial institution/agent billing listings, post-dated cheques, tax remittance stubs and ownership changes. Receives, opens, sorts and distributes incoming mail, when required as back up. Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety. Perform other duties as assigned and which are directly related to the major responsibilities of the job. QUALIFICATIONS Previous call centre or front-line customer service experience with a demonstrated ability to provide excellent service to the public in a customer focused environment. Excellent people skills with an emphasis on customer service in a diverse community that includes multiracial, multi-ethnic, multi-lingual and multi-religious members. Ability to speak a second language will be considered an asset. Experience in a computerized environment. Proficient working knowledge of Microsoft Office, Microsoft Outlook, PeopleSoft, Word, Excel and database software. Ability to conduct internet and intranet searches for information. Previous Municipal Property Tax experience an asset. Excellent interpersonal and conflict resolution skills. Demonstrated tact and professionalism in dealing with the public. Ability to communicate effectively and courteously to the public, financial institutions, law offices, elected officials and staff. Must possess good verbal and written communications skills. Demonstrated ability to work independently and in a team environment as well as a demonstrated strong time management and organizational skills. Demonstrated ability to work under pressure and multi-task by sitting in a fixed position for approximately ninety percent of each work shift handling telephone calls and looking up information on the computer. Must be available to work in different locations as required.

This is a newly created position. The incumbent(s) or the department has the option to have the salary grade assigned to this position re-evaluated within nine months of the initial filling of this position. The Director of the division must review and submit the submission to Human Resources within 45 days of receiving it. All required forms of the job evaluation submission must be fully completed in order for the review to occur. If fully completed and updated job evaluation forms (with an updated draft job description) are not received within nine months of the initial filling of the position, the existing job description and rating shall be confirmed.

Disclaimer: Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms: The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.