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Kawartha Lakes

Customer Experience Representative

Kawartha Lakes, ON, Canada

Salary: $34.06 (2026) · Full-time

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Job details

Pay: Salary: $34.06 (2026)
Job type: Full-time
Apply by: Dec 2, 2026
Working hours: 35 hours per week
Posting language: English
Posted: Nov 2, 2026

Original job description

Job Brief

This position is responsible for the administration and delivery of front line customer service to City of Kawartha Lakes customers across all service channels.

Employment Status

Permanent Full time

Union

CUPE 855 Inside

Open To

Internal/External Applicant(s)

Date Of Posting

Nov 2/26

Closing Date

11/11/2026

Duration (if Temporary)

N/A

The City of Kawartha Lakes invites applications to join our team as a Customer Experience Representative.

When you come to work for the City of Kawartha Lakes, you are joining a community of municipal workers who take pride in knowing that every day you are having a positive impact in the community. Our mission is to deliver the highest standards of municipal services while creating a healthy and sustainable future for all Kawartha Lakes’ residents and businesses. We work to our values of Accountability, Respect and Teamwork and we want you to Jump In with us!!

We are an equal opportunity employer which values equity, diversity, and inclusion in the workplace. We foster a safe and creative work environment, where training and skill development are prioritized, with opportunities and support for career advancement. As a team member at the City of Kawartha Lakes, you may be entitled to the following: OMERS pension (defined benefit), employer paid benefits package including short and long term disability income replacement, education reimbursement and other programs that foster innovation, leadership, and career advancement.

Job Title: Customer Experience Representative

Salary: $34.06 (2026)

Reports To: Manager, Customer Experience

Department: Community Services

Location: Kawartha Lakes Municipal Service Centres (Lindsay, Bobcaygeon, Coboconk, Omemee)

Hours: Normal working hours are 35 hours per week, Monday to Friday, 7 hours per day with core working hours between 8:00am and 5:00pm

Other: Combination of general office environment and occasional off-site travel. Attend meetings, conferences and departmental emergency situations, which may be outside of normal business hours.

Job Description

Specific to this role:

Respond to customer needs in accordance with established policies and procedures (including tracking of inquiries and follow up), providing service in person, over telephone, and online for customers accessing City services including, but not limited to:
- Handle general and specialized customer inquiries;
- Payment processing;
- Create service requests for action;
- Administer licenses, permits, and certificates;
- Commissioner of Oaths and affidavit services;
- Support customer in the completion of various municipal documents
Provide administrative services including, but not limited to:
- Perform daily cash balancing and financial reconciliation;
- Data entry;
- Letter writing

As a Member Of The Team

Administer defined procedures and recommend solutions to challenges or process improvements
Respond to customer service concerns, investigating, problem solving and responding within defined processes and advancing to the attention of the team lead and/or manager, as appropriate
Maintain documentation, databases and corporate records in accordance with policy and divisional practice; consider legislative municipal requirements such as the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)
Provide data to allow reporting and decision making
Procure services and goods as authorized by the manager
Perform other related duties as assigned

Qualifications

Post-secondary diploma in Office Administration, Municipal Administration or a related field
Minimum three (3) years of related progressive experience, preferably in a municipal environment (or similar) with multi-service provision knowledge
Working knowledge and understanding of a multitude of municipal services and related legislation
Effective oral communication and strong interpersonal skills; excellent written communication skills; attention to detail and accuracy
Demonstrated customer service skills at a level to develop and maintain cooperative/collaborative working relationships both within and outside the organization
Demonstrated time-management skills with the ability to prioritize workloads and meet deadlines with minimal supervision
Demonstrated ability to exercise discretion and tact and maintain a high degree of confidentiality at all times, complying with all applicable privacy legislation and local policies and procedures
Demonstrated proficiency in Microsoft Office, the internet and any other related software
Possess and maintain a valid Ontario Class “G” Driver’s Licence or the ability to frequently attend work related activities at various sites
Upon a conditional offer of employment, an acceptable Criminal Record Check will be required

This posting is for an existing, currently open position within Customer Experience. Applications will be reviewed as received. Applicants must be prepared for skills testing.

The City of Kawartha Lakes is an equal opportunity employer committed to building an inclusive and supportive workplace. We welcome applications from qualified candidates of all backgrounds and experiences.

We are dedicated to providing barrier-free and accessible employment practices in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you are contacted regarding a job opportunity, please let us know of any accommodations you may require. We will work with you to ensure your needs are met throughout the recruitment and selection process.

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More about this job

Responsibilities

Provide front-line customer service across in-person, telephone, and online channels, handling inquiries, payments, service requests, permits, and municipal documents. Perform administrative and financial tasks, maintain records, investigate service concerns, and support reporting and process improvements.

Requirements

Requires a post-secondary diploma in Office Administration, Municipal Administration, or a related field, plus at least three years of progressive related experience. Candidates need municipal services and legislation knowledge, strong communication and customer service skills, proficiency with Microsoft Office, discretion, and a valid Ontario Class G driver's licence or ability to travel between sites.

Skills

Customer Service
Customer Inquiry Management
Payment Processing
Service Request Creation
License and Permit Administration
Cash Balancing
Financial Reconciliation
Data Entry
Written Communication
Oral Communication
Problem Solving
Time Management
Confidentiality
Microsoft Office
Records Management
Municipal Services Knowledge

Benefits

Defined-Benefit Pension
Employer-Paid Benefits
Short-Term Disability Income Replacement
Long-Term Disability Income Replacement
Education Reimbursement
Career Advancement Programs

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Customer Service
Municipal Services
Customer Inquiries
Payment Processing
Service Requests
Licenses
Permits
Certificates
Commissioner of Oaths
Affidavit Services
Cash Balancing
Financial Reconciliation
Data Entry
Letter Writing
Records Management
Database Maintenance
Municipal Legislation
MFIPPA
Privacy Legislation
Microsoft Office
Internet
Problem Solving
Process Improvement
Confidentiality

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