Job ID #31956: Customer Contact Centre Rep PT PERIODIC

City of Hamilton•Hamilton, ON

14d•Onsite

About The Position

This role is with the City of Hamilton, a large Canadian city known for its diverse economy, active community, and natural beauty. The city is seeking talented and ambitious staff who embody values of sensational service, courageous change, steadfast integrity, collective ownership, and engaged empowered employees. The goal is to be the best place to raise a child and age successfully. This specific posting is for a Part-Time Periodic Customer Contact Centre Representative and will be used to fill current and future vacancies between June 1, 2026, and December 1, 2026. The position reports to the Supervisor, Customer Contact Centre and is responsible for receiving, answering, and logging all calls and information into the relevant Customer Relationship Management software according to departmental guidelines.

Requirements

Previous Customer Contact Centre or front-line customer service or call centre 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.
Empathetic voice, efficiency in call handling, and focus on accuracy and quality service standards.
Experience in a computerized environment.
Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, Outlook Web, SharePoint, Teams) and phone system software.
Ability to input data quickly, accurately, and across multiple systems.
Basic level of math to assist customers with property tax and billing inquiries.
Familiarity with call centre concepts including Automatic Call Distribution (ACD), queues, quality standards, and monitoring call dashboards for call centre metrics.
Understanding of multi-line telephone technology.
Superior interpersonal, communication, time management, and organizational skills.
Superior telephone manners and effective listening skills.
Strong verbal and written communication skills, including courteous phone etiquette, telephone manners, listening skills, voice quality, diction, articulation, grammar, and spelling.
Ability to work well with the public and adopt a customer perspective.
Excellent command of the English language, both written and verbal.
Demonstrated ability to work both independently and in a team environment using appropriate tact, judgment, and initiative in a fast-paced environment.
Understanding of the services/responsibilities of all levels of government, with particular attention to City of Hamilton municipal city services.
Demonstrated ability to work in a fast-paced environment with strong multi-tasking abilities.
Ability to be tethered to phone systems and use cross-multiple tools such as computer/laptop, various screens, and dashboards.
Willingness to upgrade skills with ongoing Customer Contact Centre education and training.
Must be flexible in daily work schedules with availability to work overtime as required.

Nice To Haves

Ability to speak a second language will be considered an asset.

Responsibilities

Act as the primary customer contact for the City of Hamilton.
Receive, assess, refer, and answer inquiries related to municipal programs, services, and all departments of the City of Hamilton, including tax, building and licensing, property standards, enforcement operations, waste management, culture and recreation, water distribution, wastewater collection, forestry, roads maintenance, and traffic operations.
Understand different policies and procedures for call handling.
Conduct web internet searches through the City’s internal website for information related to City issues and Frequently Asked Questions on departmental services, city initiatives, and programs.
Maintain expert awareness of current events through the media related to public health and safety (e.g., air quality, water quality, illness), public programs (e.g., waste collection, flyer distribution, snow removal), cultural events (e.g., festivals, parades, street fests), and public meetings (e.g., Council, public information sessions).
Maintain awareness of evolving operational practices and technologies to acquire and maintain necessary skills.
Accurately record all interactions in the relevant CRM system in a timely manner to ensure appropriate action for both internal and external clients.
Self-monitor and measure performance against written guidelines to ensure desired customer satisfaction and service levels using available tools.
Recognize trends or changes in call types or questions and react to situational changes by ensuring appropriate persons are notified.
Assist in maintaining and updating information management resources and documents.
Update and track inquiries, which may include email correspondence regarding service requests.
Promote continuous learning and improvement through peer coaching and modeling sensational service standards.
Work in accordance with applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
Perform other assigned duties directly related to the major responsibilities of the job.