Customer Experience Representative
Top Benefits
About the role
Job Brief
This position is responsible for the administration and delivery of front line customer service to City of Kawartha Lakes customers across all service channels.
Employment Status:
Permanent Full time
Union:
CUPE 855 Inside
Open To:
Internal/External Applicant(s)
Closing Date:
25/07/2025
Duration (if temporary):
N/A
The City of Kawartha Lakes invites applications to join our team as a Customer Experience Representative.
When you come to work for the City of Kawartha Lakes, you are joining a community of municipal workers who take pride in knowing that every day you are having a positive impact in the community. Our mission is to deliver the highest standards of municipal services while creating a healthy and sustainable future for all Kawartha Lakes’ residents and businesses. We work to our values of Accountability, Respect and Teamwork and we want you to Jump In with us!!
We are an equal opportunity employer which values equity, diversity, and inclusion in the workplace. We foster a safe and creative work environment, where training and skill development are prioritized, with opportunities and support for career advancement. As a team member at the City of Kawartha Lakes, you may be entitled to the following: remote and hybrid working arrangements, OMERS pension (defined benefit), employer paid benefits package including short and long term disability income replacement, education reimbursement and other programs that foster innovation, leadership, and career advancement.
Wage**:** $30.32 hourly (2025)
Reports To: Manager, Customer Service
Department: Community Services
Locations: Kawartha Lakes Municipal Service Centers (Lindsay, Bobcaygeon, Omemee, Coboconk)
Hours: Normal working hours are 35 hours per week, Monday to Friday, 7 hours per day with core working hours between 8:00am and 5:00pm
Other: Combination of general office environment and occasional off-site travel. Attend meetings, conferences and departmental emergency situations, which may be outside of normal business hours.
Job Description
Specific to this role:
- Respond to customer needs in accordance with established policies and procedures (including tracking of inquiries and follow up), providing service in person, over telephone, and online for customers accessing City services including, but not limited to:
o Handle general and specialized customer inquiries;
o Payment processing;
o Create service requests for action;
o Administer licenses, permits, and certificates;
o Commissioner of Oaths and affidavit services;
o Support customer in the completion of various municipal documents
- Provide administrative services including, but not limited to:
o Perform daily cash balancing and financial reconciliation;
o Data entry;
o Letter writing
As a member of the team:
- Administer defined procedures and recommend solutions to challenges or process improvements
- Respond to customer service concerns, investigating, problem solving and responding within defined processes and advancing to the attention of the team lead and/or manager, as appropriate
- Maintain documentation, databases and corporate records in accordance with policy and divisional practice; consider legislative municipal requirements such as the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)
- Provide data to allow reporting and decision making
- Procure services and goods as authorized by the manager
- Perform other related duties as assigned
Qualifications
- Post-secondary diploma in Office Administration, Municipal Administration or a related field
- Minimum three (3) years of related progressive experience, preferably in a municipal environment (or similar) with multi-service provision knowledge
- Working knowledge and understanding of a multitude of municipal services and related legislation
- Effective oral communication and strong interpersonal skills; excellent written communication skills; attention to detail and accuracy
- Demonstrated customer service skills at a level to develop and maintain cooperative/collaborative working relationships both within and outside the organization
- Demonstrated time-management skills with the ability to prioritize workloads and meet deadlines with minimal supervision
- Demonstrated ability to exercise discretion and tact and maintain a high degree of confidentiality at all times, complying with all applicable privacy legislation and local policies and procedures
- Demonstrated proficiency in Microsoft Office, the internet and any other related software
- Possess and maintain a valid Ontario Class “G” Driver’s Licence or the ability to frequently attend work related activities at various sites
- Upon a conditional offer of employment, an acceptable Criminal Record Check will be required
Applicants must be prepared for skills testing
The City of Kawartha Lakes is an equal opportunity employer committed to building an inclusive and supportive workplace. We welcome applications from qualified candidates of all backgrounds and experiences.
We are dedicated to providing barrier-free and accessible employment practices in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you are contacted regarding a job opportunity, please let us know of any accommodations you may require. We will work with you to ensure your needs are met throughout the recruitment and selection process.
Customer Experience Representative
Top Benefits
About the role
Job Brief
This position is responsible for the administration and delivery of front line customer service to City of Kawartha Lakes customers across all service channels.
Employment Status:
Permanent Full time
Union:
CUPE 855 Inside
Open To:
Internal/External Applicant(s)
Closing Date:
25/07/2025
Duration (if temporary):
N/A
The City of Kawartha Lakes invites applications to join our team as a Customer Experience Representative.
When you come to work for the City of Kawartha Lakes, you are joining a community of municipal workers who take pride in knowing that every day you are having a positive impact in the community. Our mission is to deliver the highest standards of municipal services while creating a healthy and sustainable future for all Kawartha Lakes’ residents and businesses. We work to our values of Accountability, Respect and Teamwork and we want you to Jump In with us!!
We are an equal opportunity employer which values equity, diversity, and inclusion in the workplace. We foster a safe and creative work environment, where training and skill development are prioritized, with opportunities and support for career advancement. As a team member at the City of Kawartha Lakes, you may be entitled to the following: remote and hybrid working arrangements, OMERS pension (defined benefit), employer paid benefits package including short and long term disability income replacement, education reimbursement and other programs that foster innovation, leadership, and career advancement.
Wage**:** $30.32 hourly (2025)
Reports To: Manager, Customer Service
Department: Community Services
Locations: Kawartha Lakes Municipal Service Centers (Lindsay, Bobcaygeon, Omemee, Coboconk)
Hours: Normal working hours are 35 hours per week, Monday to Friday, 7 hours per day with core working hours between 8:00am and 5:00pm
Other: Combination of general office environment and occasional off-site travel. Attend meetings, conferences and departmental emergency situations, which may be outside of normal business hours.
Job Description
Specific to this role:
- Respond to customer needs in accordance with established policies and procedures (including tracking of inquiries and follow up), providing service in person, over telephone, and online for customers accessing City services including, but not limited to:
o Handle general and specialized customer inquiries;
o Payment processing;
o Create service requests for action;
o Administer licenses, permits, and certificates;
o Commissioner of Oaths and affidavit services;
o Support customer in the completion of various municipal documents
- Provide administrative services including, but not limited to:
o Perform daily cash balancing and financial reconciliation;
o Data entry;
o Letter writing
As a member of the team:
- Administer defined procedures and recommend solutions to challenges or process improvements
- Respond to customer service concerns, investigating, problem solving and responding within defined processes and advancing to the attention of the team lead and/or manager, as appropriate
- Maintain documentation, databases and corporate records in accordance with policy and divisional practice; consider legislative municipal requirements such as the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)
- Provide data to allow reporting and decision making
- Procure services and goods as authorized by the manager
- Perform other related duties as assigned
Qualifications
- Post-secondary diploma in Office Administration, Municipal Administration or a related field
- Minimum three (3) years of related progressive experience, preferably in a municipal environment (or similar) with multi-service provision knowledge
- Working knowledge and understanding of a multitude of municipal services and related legislation
- Effective oral communication and strong interpersonal skills; excellent written communication skills; attention to detail and accuracy
- Demonstrated customer service skills at a level to develop and maintain cooperative/collaborative working relationships both within and outside the organization
- Demonstrated time-management skills with the ability to prioritize workloads and meet deadlines with minimal supervision
- Demonstrated ability to exercise discretion and tact and maintain a high degree of confidentiality at all times, complying with all applicable privacy legislation and local policies and procedures
- Demonstrated proficiency in Microsoft Office, the internet and any other related software
- Possess and maintain a valid Ontario Class “G” Driver’s Licence or the ability to frequently attend work related activities at various sites
- Upon a conditional offer of employment, an acceptable Criminal Record Check will be required
Applicants must be prepared for skills testing
The City of Kawartha Lakes is an equal opportunity employer committed to building an inclusive and supportive workplace. We welcome applications from qualified candidates of all backgrounds and experiences.
We are dedicated to providing barrier-free and accessible employment practices in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you are contacted regarding a job opportunity, please let us know of any accommodations you may require. We will work with you to ensure your needs are met throughout the recruitment and selection process.