When you join the City of Guelph, you join a team of over 2000 employees who deliver services the community relies on every day. Together, we are bringing to life Guelph’s vision of an inclusive, connected, and prosperous city where we look after each other and our environment. As a single tier municipality, we offer a variety of occupations and career specialities within our organization. Guided by the goals and objectives of the Future Guelph: Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Community Vision for an inclusive, connected, prosperous city.

What we offer

We offer competitive wages and comprehensive benefits to meet the needs of our diverse employees. Many of our positions offer:

• Paid vacation days, increasing with years of service
  
• Paid personal days;
  
• Defined benefit pension plan with OMERS, including 100-per-cent employer matching;
  
• Extended health and dental benefits, including Health Care Spending Account;
  
• Employee and Family Assistance Program;
  
• Parental leave top up program;
  
• Learning and development opportunities including tuition assistance
  
• Employee recognition programs.
  

Resumes are being accepted to join our people-oriented team as a part-time Customer Service Assistant III – ServiceGuelph, reporting to the Supervisor of ServiceGuelph. As the first point of contact for citizens, ServiceGuelph delivers services and information with professionalism, efficiency, and accuracy, and creates a positive experience that builds trust and satisfaction in the work that we do. As the face of the City, our customer service team helps to solve difficult problems in a manner that is patient, empathetic, friendly, and respectful to understand the customer’s needs. It’s a big responsibility that our people do every day!

Guided by the goals and objectives of the City of Guelph Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Community Vision – an inclusive, connected, prosperous city where we look after each other and our environment.

Key duties and responsibilities

• Perform large volumes of customer transactions that include payments, document intake and processing, providing information, and answering general inquiries.
• Process statutory documents and services.
• Handle large numbers of incoming phone calls.
• Respond to email inquiries.
• Operate and balance a cash drawer.
• Sort and process mail.
• Maintain forms, information, and data.
• Identify and assess customers’ needs to achieve satisfaction.
• Go the extra mile to provide a positive customer experience.
• Perform other related duties as assigned.
  

Qualifications and requirements

• Experience related to the duties listed above, normally acquired through the completion of a Grade 12 diploma and one-year post-secondary education (e.g. business, accounting, customer service, etc.) and 2-3 years customer service experience (both in-person and by phone) in a high customer interaction environment. Candidates with an equivalent education and experience may be considered.
• Experience handling a high volume of payments and transactions using safe and secure practices including familiarity with operating a point-of-sale system including counting and balancing monies.
• Proven customer-focused service skills.
• Reputation of going above and beyond for customers.
• Excel in a team environment and enjoy sharing knowledge with others.
• Possesses strong and engaging communication skills.
• Demonstrates creative problem-solving abilities.
• Adaptable and responsive to changing work environments and customer interactions.
• Adept at navigating and resolving conflict or difficult interactions.
• Demonstrated ability to learn and apply new tools, methods, knowledge, and information.
• Possesses strong mathematical abilities, analytical skills, and accurate record keeping.
• Ability to multi-task, prioritize work, and manage time effectively.
• Intermediate skills in MS Office (Word, Excel, and Outlook).
  

Hours of work

Up to 20 hours per week between the hours of 7 a.m. and 5 p.m.

Pay/Salary

$22.16 per hour

How to apply

Qualified applicants are invited to apply using our online application system by Wednesday, March 5, 2025. Please note all applicants must complete the online questionnaire specific to this position at the time they submit their resume and cover letter in order to be considered.

The City of Guelph is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where employees feel welcome, valued and engaged. Our employment policies strictly prohibit all forms of discrimination on any of the grounds in relevant laws. All employment practices are solely based on individual merit, qualifications, and organization's needs at the time. In keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, we are committed to working with and providing reasonable accommodation for qualified individuals in our job application procedures. If you need an accommodation in order to participate in the hiring process, you may contact us to make your needs known in advance.

Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.