Customer Service Representative - Contact Centre (Part Time)

The Corporation of the City of Markham•Markham, ON

just now•CA$64,913 - CA$29•Onsite

About The Position

The City of Markham is consistently ranked among Canada’s top municipal employers. In 2026, the City received its sixth consecutive Canada’s Best Employers recognition from Forbes and Statista Inc., placing third among municipalities and 15th overall in Government Services. An award winning municipality, Markham is recognized for its leadership in sustainability, innovative urban planning, and strong fiscal management. Serving a diverse and growing community of more than 370,000 residents, Markham combines rich heritage with a vibrant local economy and offers employees the opportunity to contribute to meaningful, impactful work that helps strengthen the community we serve. Please note the following: This recruitment process consists of three stages: a written assessment, a pre-screening phone call, and an in-person interview. These are regular part-time positions. Works hours may fluctuate from week to week up to a maximum of 24 hours per week. These are in-office positions. CAD $28.54 Hourly (First year rate) Join us and make a lasting difference! JOB SUMMARY Reporting to the Manager, the Customer Service Representative - Contact Centre is the first point of contact for customer inquiries and service requests about various City services. The Representative provides professional, efficient customer-oriented service resulting in exceptional customer satisfaction. The Contact Centre is primarily inbound focused. The Contact Centre is the Customer Service Centre for the City servicing all customers on the phone, in person or online. They are held to the highest standards of Customer Service with highly knowledgeable and technically adept staff.

Requirements

Minimum high school education plus additional courses in customer service or related discipline (a college diploma is an asset)
Minimum of 2 years of customer service experience with a strong understanding of Contact Centre/Call Centre work environment
Demonstrated knowledge of a public sector environment and departments serviced by a Municipal Contact Centre and the public.
Knowledge of specialized software to include Customer Relationship Management software, XPLOR, TXM, AMANDA, Point of Sale, G-TECHNA , GIS, EAM(Lucity) , Micorsoft TEAMS
Excellent verbal and written communication skills, with a clear commitment to customer satisfaction and continuous improvement.
Demonstrated customer service skills and a strong people orientation including the ability to understand and respond in a timely manner to customer needs exercising sound problem-solving skills, judgement, tact and diplomacy.
Ability to deal with difficult clients, diffuse emotionally-charged situations and successfully resolve customer issues in a diplomatic and professional manner.
Proven ability to work well under pressure in a fast-paced, complex and demanding contact centre (or similar) environment while responding quickly to changing priorities.
Strong financial/mathematical skills required to handle a range of financial transactions.
Demonstrated ability and experience to think, talk and type while providing customer service on the phone or in person (multi-tasking).
Intermediate level of computer skills and programs such as MS Office programs to include Excel, Word, TEAMS, Access, as well as Internet, Outlook, social media (i.e. Webchat, Twitter, Facebook)
Ability to input information on keyboard with accuracy and speed
Able to multi-task and have strong organizational skills
Ability to quickly learn new service programs and information
Able to learn new skills (including computer skills)
Open and adaptable, welcoming change with a positive and flexible approach.
Able to work in a structured environment (i.e. scheduled breaks) with performance metrics that track and measure work speed, quality and quantity of transactions
Fluency in other languages in addition to English would be considered an asset
Ability to work flexible shifts including weekends and evenings when necessary

Nice To Haves

a college diploma is an asset

Responsibilities

Provide prompt customer service, support day-to-day operations including courteous and effective handling of customer transactions and inquiries at the counter, by telephone, or email
Liaise with the general public, residents, commercial users, community groups, staff and Councillor's assistants (or elected officials)
Demonstrated broad knowledge of all City of Markham departments and service requirements in order to effectively provide quick one stop customer service to respond to inquiries related to a range of programs and requests (i.e. Markham Subsidy Program, processing registration requests, Windrow Snow Removal Program, coordination of Animal and Business license renewals, and Front Counter)
Continuously seek to improve customer satisfaction through exceptional customer service interactions and ongoing participation in process improvement activities
Resolve customer issues by using interpersonal skills, Contact Centre databases, problem-solving and on-line research skills while adhering to Contact Centre performance metrics (such as first touch resolution)
Perform data entry, tracking and client updating of contacts using the City's Customer Relationship Management System (CRM) desktop application system
Process various financial transactions (cheques, credit cards, small amounts of cash)
Special projects and tasks as assigned
Demonstrated time management skills with ability to prioritize demands, meet customer service standards and deadlines
Support other team members by working in a collaborative and co-operative manner