Service Peterborough - Customer Service Representative

Located on the Trent-Severn Waterway in the heart of the Kawartha tourism region, Peterborough is a unique community known for its exceptional quality of life and beautiful setting. Peterborough has it all – a multitude of recreational opportunities, a diverse industrial, commercial and agricultural base, quality health care and excellent schools – including two outstanding post-secondary institutions. Peterborough is just one hour from the Greater Toronto area.

Job Details

As a member of the Service Peterborough team, this position is responsible for providing information and customer service for a wide range of municipal services, programs and processes.

The role functions within a team focused on customer service excellence, efficiency and professionalism. The position responds to inquiries and urgent requests from the public, elected officials, internal staff, businesses etc. through various platforms, including in-person, by phone and electronic communications such as email and website interactions.

Service delivery will minimize referrals and transfers to other subject matter experts where possible, and provide follow-up as required to ensure service continuity.

This position reports directly to the Manager of Service Peterborough and may fulfill functions as delegated by statutory officers of the City of Peterborough according to relevant policy and/or procedure, as may be amended.

Qualifications

Requires completion of a two-year college diploma in Business, Finance and Administration or equivalent combination of education and experience. Requires up to two years related customer service and administrative experience. Must have intermediate proficiency with word processing, spreadsheet software as well as basic proficiency using database and financial software.

Experience using Customer Relationship Management Software, Microsoft Office Suite, point-of sale system, V-Tax, AMANDA, Ticket Tracer WebMap and/or Xplorenet, is an asset. Must have cash handling and reconciliation experience. Must possess well developed interpersonal, communication (both written and verbal) and basic financial analysis skills.

The incumbent must have the ability to work well in a team environment. Must have advanced organizational skills and attention to detail and the ability to manage competing priorities and coordinate several concurrent tasks. Must have demonstrated decision-making, problem-solving and negotiating skills and the ability to respond to and calm, frequently frustrated, upset and/or aggressive customers. Must be dedicated to continuous improvement and have a commitment to quality customer service. Must be able to explain legislation and internal policies. Must be able to maintain confidentiality and exercise discretion in responding to inquiries.

Salary

Classification for this position with CUPE L126: 7

$61,497.80 

Application Information

Qualified applicants are invited to submit 1 file containing a résumé and cover letter (ensure your name is in the title of the document), quoting file number 25-T-91 on the file as well as in the subject line, no later than 12:00 p.m. on September 12, 2025, to: People & Culture, recruiting@peterborough.ca. 

The City of Peterborough is an organization that strives to embrace the spirit of inclusion, diversity, equity and accessibility. We are an equal opportunity employer committed to building an inclusive and barrier-free environment in which all individuals have access to the City's goods, services and facilities. If contacted for an employment opportunity, please advise People & Culture if you require an accommodation.