Customer Service Representative

Join the City of Medicine Hat as a Customer Service Representative!

Temporary (Up to 12 months) | Casual | On-Site

Starting at $34.45/hour

This position provides front-counter financial support to residents and businesses with utility, tax, and general accounts receivable inquiries, account changes, and payments. In this fast-paced role, you will deliver clear and respectful service in person and by phone while accurately processing transactions, entering numerical data, maintaining records, and completing daily balancing.

We're a team that believes how we work is just as important as the work we do. Grounded in our values - Own It, Team Up, Be Curious, and Service with Care - we're committed to delivering meaningful impact for our community while supporting each other along the way.

What you'll do

• Deliver exceptional customer service by responding to utility, tax, and general accounts receivable inquiries and clearly explaining account balances, rates, billing procedures, adjustments, and payment options.
• Process customer payments and account transactions accurately, balance daily receipts, and prepare bank deposits.
• Maintain accurate customer and property account information by processing service sign-ons and sign-offs, address and ownership changes, billing adjustments, payment arrangements, utility reconnections, and related documentation.
• Resolve routine account issues using sound judgment, explain account reconciliations clearly, and refer complex matters to the appropriate billing, systems, collections, or operational staff.
• Perform taxation-related duties, including processing school declarations, issuing tax certificates, and responding to credit reference requests.
• Process the sale of municipal products and services, including bus passes, parking permits, pet licences, and gift cards.
• Maintain accurate records and customer databases, process daily mail, and complete filing and other administrative duties.
• Collaborate with internal departments to ensure customer requests are addressed accurately and promptly.

What you bring

• Exceptional interpersonal skills with a commitment to providing excellent customer service.
• A professional, positive, and proactive attitude when handling customer inquiries and challenges.
• Strong knowledge of municipal regulations related to taxation, utilities, and accounts receivable.
• Proficiency in Microsoft Office and the ability to adapt to new software and billing systems.
• Excellent verbal and written communication skills, with the ability to explain complex information clearly.
• Strong organizational and multitasking abilities, with attention to detail in a fast-paced environment.
• Problem-solving skills and the ability to exercise independent judgment to resolve customer concerns.
• A collaborative mindset with the ability to work effectively within a team and across departments.

Skills Assessment

This role requires strong numerical keystroke speed and a high level of typing accuracy. As part of the selection process, shortlisted candidates will complete timed assessments that measures both speed and accuracy. Candidates are encouraged to practice in advance using a keyboard with a 10 key numeric keypad. Try a free 10-key practice test.

*The linked practice site is an optional third-party resource. Practice results are not accepted in place of the City-administered assessment, and the practice test may not reproduce the City assessment format.

Qualifications

• Successful completion of a one (1) year certificate program in Office Technology from a recognized post-secondary institution.
• Minimum of three (3) years of experience dealing with the public in sensitive situations while maintaining a positive organizational image, including one (1) year of experience in a computerized billing or accounting environment.
• Ability to accurately type a minimum of 8,000 numeric keystrokes per hour.
• Completion of customer service training is an asset.
• An equivalent combination of training and experience may be considered.

Why you'll love working with us

We show up with accountability, care, and teamwork - every day, with every person. Our values guide how we work together, serve our community, and support one another so we can deliver exceptional public service.

• Collaborative team culture: Be part of a supportive environment where we Team Up to deliver great community outcomes.
• Career growth and development: We encourage you to Be Curious, offering training and development that fosters continuous learning.
• Competitive total rewards: We Own It by recognizing and rewarding the work that moves our community forward.
• Flexibility & work life balance: Our commitment to Service with Care includes supporting your wellbeing at work and at home.

Want a deeper look at what it's like working with us? This page outlines the values and behaviours that guide our work every day.

Ready to make an impact?

If you're excited about contributing to a forward‑thinking municipal organization and bringing your expertise to meaningful community work, we'd love to hear from you.

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