Customer Service Representative

City of Leduc•Kitchener, ON

8d•CA$59,332 - CA$74,165•Onsite

About The Position

The City of Leduc is seeking a permanent, full-time Customer Service Representative to serve as the premier face and voice of the City of Leduc. This is a high-value, dynamic role for an ambassador who thrives on human connection, handles multitasking with a smile, and takes pride in keeping a corporate center running seamlessly. The Customer Service Representative plays a vital role in daily public operations, welcoming visitors, screening and routing corporate inquiries, and managing central communication hubs like the city's primary phone line and central email. This position requires diplomacy, acting as a knowledgeable resource center for both external residents and internal staff, and the ability to maintain excellent etiquette, exercise sound judgment under pressure, and quickly pivot between tasks in a fast-paced environment.

Requirements

An Office Administration diploma or certificate training program from a recognized college or technical school, combined with a high school graduation.
A minimum of 1 to 2 years of experience in a fast-paced administrative or customer-facing role within an active corporate office environment.
Strong intermediate proficiency with office software and tools, including a comfortable working knowledge of Microsoft Office (Word, Excel, Outlook) and Adobe Acrobat.
Exceptional interpersonal skills, proper etiquette, and a natural ability to interact with diverse citizens and staff in a consistently professional, empathetic, and friendly manner.
Outstanding organizational skills and mental concentration, allowing you to stay focused, accurate, and calm despite frequent interruptions and a lively workspace environment.
Sound judgment and strong communication skills to handle sensitive inquiries with diplomacy, maintain strict confidentiality, and assist frustrated or upset individuals safely and respectfully.
A general comfort or baseline familiarity with the basic functions and services of a municipal or public sector government.

Nice To Haves

Previous experience training back-fill staff or providing peer guidance on corporate office processes and hardware will be considered an asset.

Responsibilities

Serve as the primary ambassador at the Civic Centre reception, welcoming residents, guiding internal and external customers, and managing visitor security sign-ins.
Direct central telephone traffic arriving through 311, general municipal lines, and central default switchboards to ensure callers connect with the right department quickly.
Stay continuously informed on all City programs, events, and resources to proactively maintain an accurate Frequently Asked Questions log and public resource displays.
Manage central mail and courier distribution, processing incoming and outgoing Canada Post mail, electronically routing corporate faxes, and managing the main [email protected] inbox.
Coordinate key administrative tools and facility assets, maintaining local key logs, updating weekly evening room booking schedules for staff, and managing foundational mailing equipment.
Support municipal democracy and administrative projects, providing key support to the City Clerk’s team during local censuses, municipal elections, and specialized department initiatives.
Oversee essential corporate service accounts, coordinating city-wide business card orders, managing coffee supply inventories for all city facilities, and processing temporary road and sidewalk closure permits.
Host civic meeting spaces, taking ownership of the coordination, setup, and hospitality arrangements for Council and Committee-of-the-Whole meeting days.