Customer Service Representative

Position Summary

The temporary Customer Service Representative (CSR) - Water Services utilizes skills by dealing effectively and in a friendly, professional manner with internal and external customers by telephone and in person regarding all aspects of water utility services to include billing, credit, collections, and service order processing. The CSR receives and replies to verbal and written customer inquiries and is involved in a broad range of customer service office responsibilities. Processes, monitors and adjusts business transactions as well as conducts daily, weekly, and monthly processes required to accurately bill utility customer accounts. 

Key Responsibilities

1. Processes customer requests for new applicants, changes in service, account closures, book appointments and document pertinent customer dealings.


2. Communicates directly with the customer to obtain all necessary and relevant information and reach a mutual agreement for payment of their debt. Ensures a balance between quality customer service and effective collections techniques.


3. Makes needed adjustments to customer records and transactions as necessary to ensure accurate billing, collecting and receipt of service.


4. Identifies appropriate conditions for discontinuing service and initiating action, in compliance with the Policies and Practices.


5. Liaises with external contractors and internal operations staff regarding delivery of notices, collection of arrears and process all attendant forms and service orders.


6. Receives and processes customer, finance, and zoo payments. Balances and creates daily deposit for banking. Investigates misapplied or unidentified customer payments.


7. Receives customers’ calls for water heater investigations, new installations and removals. Obtains signed contract for water heater rental, creates/resolves service orders, enters inventory into the billing system, scraps inventory, approves payment of invoices and scans contracts.


8. Investigates consumption issues; leaks, zero consumption, stopped meters and resolves the issue.


9. Processes and investigates high bill inquiries and corrects billing system errors and warnings. i.e. no application for service, duplicate payments/duplicate banking information on multiple accounts, incorrect phone number, email bounce back, refunds with no forwarding address etc.


10. Answers customer inquiries from info at and Customer Self Service.


11. Shares knowledge on various procedures as requested with other representatives.


12. Assists with projects, programs and miscellaneous assignments as required including cross department workflow. Consults with and shares information with all departments for the purpose of monitoring and correcting transactions.


13. Processes daily the manual and electronic reads that fail validation to ensure that reads are available for billing:
    
    
    
    • Review and estimate/approve water reads based on historical data
    
    
    • Create and resolve service orders
    
    
    • Correct billed reads, add customer bill messages, and cancel/rebill.
    
    
    
    


14. Responsible for personal safety and the safety of others that is dependent upon their actions. Report hazards and unsafe acts or conditions encountered on the job to fellow workers and supervisors. 

Education and Experience

Requires the successful completion of a college diploma along with a minimum of one (1) year of experience in customer service and collection in a call centre environment.

Additional Requirements

1. Demonstrated ability to work in a fast-paced environment with high pressure, high stress situations.


2. Strong written and oral communications and customer service skills.


3. Demonstrated ability to be understanding, helpful, cooperative, sensitive to needs and feelings of others while maintaining composure in difficult situations.


4. Demonstrated ability to analyze multiple sources of information to determine best course of action.


5. Demonstrated initiative, good judgment, integrity, and stability in executing duties.


6. Demonstrated techniques in collections.


7. Must be willing to work in an environment that requires heavy phone-based customer interaction.


8. Previous computer experience within in a Microsoft office software environment.


9. Experience working with a Customer Information System is preferred.


10. Demonstrated knowledge on regulations, guidelines, and programs.


11. Demonstrated ability to process work in an accurate, efficient, and timely manner.


12. Demonstrated ability to deal with personal information in a confidential, ethical, and professional manner.


13. Excellent safety record and attitude and attendance record. 

Compensation

Classification for this position: IBEW Local 636, Customer Service Representative (Job Class 8)

$28.87 per hour (Oct 1, 2026 rates)

1 Vacancy | Full-time | Temporary, up to 18 months

Hours of Work and Location

37.5 hrs per week, Monday to Friday

Office located at City Hall

Advertisement Closing Date

Sunday, November 1, 2026 @ 11:59 pm

Accommodation Needs and Protection of Privacy

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 and Culture if you require an accommodation.

The personal information submitted for employment is collected under the Freedom of Information and Protection of Privacy Act and will be used to determine eligibility for employment. We thank you for your application but advise that only those selected for an interview will be contacted.