Customer Experience Representative, Service at City of Burlington, Ontario

Position Type

Contract NU (Full Time) (Fixed Term)

Closing Date

June 24, 2026

Salary/Wage Range

$54,912.00 - $68,638.00

Working for the City of Burlington

A great career is closer than you think. Come work for the City of Burlington, where you'll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

Type of Vacancy

Existing Vacancy

Hours of Work

35 hours per week

Contract Length

1 Year

Department

Customer Experience

Location

This position is eligible for a hybrid work model. When attending an event or meeting in person, your primary office location will be based out of City Hall located at 426 Brant Street, Burlington, ON. Work location is subject to change at the discretion of the City due to operational demands. Effective September 2027, this role will be required to be on site 50% of the time each month.

Position Overview

As part of the Service Burlington Contact Centre, this position provides front line customer service using a customer relationship management (CRM) system. The position is responsible for providing timely and effective response to customer inquiries, service requests and financial transactions, including requests of a sensitive nature.

Responsibilities

The Customer Experience Representative is responsible to:

• Triage requests by telephone, email and at the counter, providing information to the public on a range of City, Government and community services and programs. Process information and service requests using the CRM System and other systems to provide accurate and timely response.

• Meet established service performance measures (e.g. average speed of answer, time spent on call).

• Deliver services on behalf of internal departments using the business process for centralized services and other departmental consolidated services.

• Process a range of financial transactions for city services and programs on behalf of multiple departments, following corporate financial procedures (including PCI compliance).

• Document customer interactions using established procedures and computer applications that enable the identification of trends, complaint root cause, and service gaps.

• Review information related to new services or program changes across the Corporation. Support the improvement of departmental services by identifying changes and additions for Knowledge Base Articles that may arise from customer interactions.

Requirements

A two (2) year College Diploma or Post-Secondary training in Public Relations, Communications, Administration, Business or an equivalent combination of education, training and experience. Three (3) years of customer service experience preferably in a contact centre role. Experience handling large volumes of cash, providing contact centre services, processing electronic and paper forms are also beneficial. Experience using Customer Relationship Management systems is considered an asset.

You will have strong analytical and problem-solving skills to assist in troubleshooting issues along with the communication skills, tact, sensitivity and diplomacy to provide effective services and information to a diverse range of customers. You are also able to prioritize multiple demands and inflexible deadlines. As part of the Emergency Operations support, staff may be required to work evenings or weekends in an Emergency Response.

Accommodations

In accordance with the Accessibility for Ontarians with Disabilities Act, the City of Burlington accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at: [email protected] if you require accommodation to ensure your equal participation in the recruitment and selection process.

Note to Applicants

We thank all those who apply for positions, but only those applicants who are invited for an interview will be contacted.