Job Description

Locations: Thunder Bay, Canada

Categories: Administrative

Competition Number: ['GRO-32-26']

Req ID: 7211

Number of Positions: 2

Min: CAD $27.42/Hr.

Max: CAD $33.54/Hr.

Closing Date: ['October 29, 2026']

Affiliation: ['CUPE Local 87']

POSITION SUMMARY: Under the general supervision of the Supervisor – Customer Service, the Customer Service Representative (CSR) delivers front-line, multi-channel customer service at Service Thunder Bay, including in-person counter service, call centre operations, email, and digital inquiries. The CSR functions as a generalist intake position, providing first-contact resolution for Tier 1 inquiries, escalating exceptions or complex matters in accordance with established procedures. The CSR provides first-contact resolution for a broad range of municipal services; creates and monitors service requests using corporate software; processes payments and applications; and ensures consistent, courteous, accurate, and timely service to residents, businesses, and internal departments.

MAJOR RESPONSIBILITIES:

• Provides front-line customer service relating to all City programs and services across in-person, phone, email, online, social/contact channels, ensuring consistent, courteous, and solutions-oriented service.
• Resolves Tier 1 inquiries independently wherever possible; identifies issues outside established procedures and escalates Tier 2 inquiries to appropriate divisions or the Senior CSR or Supervisor, as required.
• Provide cross-functional support to front counter and call centre operations, assisting with overflow, high-volume periods, and maintaining a positive and consistent customer experience across all service channels.
• Creates, updates, and monitors service requests, complaints, work orders, and referrals using corporate systems such as public service and work management software, permitting, compliance & licensing software, recreation management software, Customer Relationship management software
• Documents customer interactions, follows established scripts and service standards, and submits accurate data entry across systems, documentation, and coding of requests, and provides follow-up to customers regarding service timelines and outcomes.
• Collects and processes payments including taxes, water, licenses, invoices, permits, fines, parking rentals, parking tickets and other municipal fees.
• Accepts, logs, and forwards corporate documents, applications, and submissions to the appropriate departments following established protocols.
• Balances daily cash, processes receipts, reconciles routine discrepancies, and prepares documentation for review.
• Ensures secure handling, storage, and transport of monetary items in accordance with corporate procedures.
• Act as Commissioner of Oaths as authorized and trained.
• Performs the duties of Deputy Division Registrar, as required; issues marriage licences and collects applicable fees.
• Liaises with internal departments, external agencies, and community partners as required.
• Supports accessibility needs including operating TTY/TDD devices.
• Creates, indexes, and files physical and electronic records in accordance with sectional procedures and corporate records retention requirements, ensuring confidentially is maintained.
• Assists in orienting new employees, sharing knowledge base information, and supporting team operations during peak periods.
• Supports special projects, pilot programs, service improvement initiatives, and corporate change management activities.
• Performs other related duties as assigned.

QUALIFICATIONS:

Education/Experience:

• Minimum one-year post secondary education in office administration, business, customer service or related field and one year of customer service experience in high-volume environment (municipal government or call centre preferred; or
• Equivalent combination of education and experience.

Skills/Abilities:

• Ability to communicate effectively and concisely, both orally and in writing
• Must have good customer service and communication skills and be courteous and tactful in dealing with the public.
• Ability to remain calm, respectful, and solutions-oriented during difficult or escalated interactions, using empathy, positive language, and de-escalation techniques.
• Ability to learn and navigate multiple software applications simultaneously.
• Strong organizational and time management skills with the ability to work well in a fast pace environment
• Accuracy in data entry, cash handling, and record management.
• Ability to exercise independent judgement when dealing with confidential or sensitive issues
• Must be at a basic skill level in keyboarding, intermediate word processing, intermediate spreadsheet software and data entry skills.
• Must be competent within the meaning of the Occupational Health & Safety Act

CONDITIONS OF EMPLOYMENT:

• Must undergo a successful Criminal Record and Judicial Matters Check (CRJMC).
• Must take an Oath of Secrecy.
• May be required to work modified hours, evenings, weekends, or during emergency response situations.

General Information:

As an equal opportunity employer, the City of Thunder Bay encourages applications from Indigenous peoples, persons with disabilities, members of visible minority groups and women.

ONTARIO HUMAN RIGHTS CODE: It is a contravention of the Human Rights Code of Ontario to discriminate on the basis of: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, marital status, family status, disability, age, record of offences, gender identity or gender expression. Therefore, a resume submitted to the City must not include references to any of the above characteristics. Do not include:

• Photos
• Any certificates that have photo identification
• Driver’s licences
• Police records checks

Note: The above documentation will be requested by the Human Resources & Corporate Safety Division should you be the successful applicant. If a Criminal Record Check is required, it will be requested by Human Resources should you be the successful applicant. Please do not submit your Criminal Record Check with your application.

ACCOMMODATION: Reasonable accommodations are available upon request for all parts of the recruitment process.

PRIVACY: Personal information on this form is collected under the authority of the Municipal Act, c. 302, as amended, and will be used to determine eligibility for employment. Questions about this collection of personal information should be directed to the Human Resources & Corporate Safety Division, 125 Syndicate Ave Suite 42, Thunder Bay, Ontario, P7E 6H8, Telephone: 625-3866

Application forms must reference the competition number and be submitted to Human Resources by 11:59 p.m. on the closing date.

The City of Thunder Bay provides exceptional quality of life to those who live, work, and play in Thunder Bay – a culturally vibrant, economically diverse community with a metro population of over 120,000. Located on the north shore of Lake Superior, under the protective watch of the Sleeping Giant, Thunder Bay is rich in people and resources, and connects Northwestern Ontario to the world. We value our high quality of life and promote a clean, green, beautiful, and healthy community that provides economic opportunity, respects diversity, and provides affordable and safe neighbourhoods that are accessible to all.

The City of Thunder Bay is a place where art, culture and nature come together!

Watch this video to learn more about our City at:

Job Specific Information:

Should this temporary vacancy be filled by a regular full-time employee, seniority and benefits will continue in the normal manner and the regular employee will continue to maintain normal, full-time status for the duration of the appointment.

If it becomes known that the position is permanent, it will be reposted and filled in the normal fashion.