Customer Service Representative

Job Description

Mississauga Customer Service Representative - ON
Req ID: 27236
Vacancy Type: Permanent
Number of Positions: 1
Closing Date: 11/03/2025

Job Summary
Reporting to the Supervisor, Permit Administration Services, the successful candidate will bring value to the team through their diverse administrative experience, strong customer service skills, and proficiency with business systems used to support permit processing and payment administration. This position is responsible for processing permit applications and payments in accordance with Standard Operating Procedures (SOPs) and Cash Handling Policies, while delivering excellent customer service in a fast-paced environment.

Duties and Responsibilities
• Responds to e-mail and telephone inquiries; provides guidance and answers questions regarding permit administration processes and supported services, and refers inquiries to the appropriate City sections or staff as required.
• Receives permit applications and ensures all required information and supporting documentation are complete and accurate.
• Enters and processes permit applications in the Infor Public Sector enterprise system in a timely and accurate manner.
• Tracks the progress of permit applications, updates records, and processes permits accordingly.
• Advises applicants of the status of their permit applications and any required fees and/or security deposits.
• Receives and processes payments and deposits, including Letters of Credit, ensuring compliance with Cash Handling Policies.
• Assigns correct fees to payments and issues receipts through business systems such as Infor Public Sector, ActiveNet, eStore, and POS (for credit card transactions).
• Ensures the safekeeping of trusts and sensitive information, and maintains accurate records.
• Assists with the reconciliation of daily revenues and bank deposits as required.
• Collaborates with other divisions and sections on permit processing, fee payments, security deposits, and supported services.
• Attends and participates in training sessions and team meetings, staying up to date with procedural and system changes.
• Provides back-up support to Permit Administration staff.
• Performs other duties as assigned

Skills and Qualifications
• Post-secondary education in Business Administration or a related field.
• Minimum of three (3) years of customer service experience in permit administration and/or payment processing.
• Excellent interpersonal and customer service skills, with a demonstrated commitment to service excellence, quality, and effective client communication.
• Proven experience in cash handling procedures, including reconciling daily cash and point-of-sale transactions and preparing bank deposits.
• Strong attention to detail and solid mathematical skills to ensure accurate payment processing and proper allocation to appropriate account numbers.
• Exceptional verbal and written communication skills, with the ability to explain procedures clearly to customers and colleagues.
• Strong computer proficiency, including Excel, Word, PowerPoint, and SQL, with an understanding of database systems.
• Proficiency with Infor Public Sector, with experience using ActiveNet, eStore, e-Transfers, POS, and Rhythm considered an asset.
• Capable of effectively managing irate or difficult customers and handling stressful or unpredictable situations with professionalism.
• Ability to prioritize tasks, manage heavy workloads, and work effectively under pressure in a fast-paced environment.
• Strong organizational and interpersonal skills, with the ability to collaborate productively with team members, staff, residents, contractors, and external agencies.
• Able to work independently with minimal supervision, as well as contribute effectively in a team setting.
• Demonstrates a high standard of confidentiality when handling sensitive information.
• Ability to work in a technical, fast-paced office environment with changing priorities; may require occasional light lifting of supplies and regular use of computer keyboards and screens.

Hourly Rate/Salary: $ 53,354.00 - $ 71,139.00
Hours of Work: 35
Work Location: Mavis Yard: Common Building - 3185 Mavis Road, Mississauga
Work Model: This role follows a hybrid work model, requiring employees to be onsite in the office 3 days per week and allowing remote work for the remaining days. Specific in-office days may be set by the team or department to support collaboration and business needs.
Department/Division/Section: T&W/Transportation&Works Dept , T&W/Works Operations & Mntce Division , Technical Services
Non-Union/Union: Non Union



We thank all who apply, however, only those candidates selected for an interview will be contacted. You can also check your application status in your candidate profile online.

All personal information is collected under the authority of the Municipal Act.

Equity, Diversity and Inclusion
The City of Mississauga is committed to creating a respectful and supportive workplace that fosters a culture of equity, diversity and inclusion which broadly reflects the communities and residents we serve. Throughout the employee life cycle, the City is working to include an EDI lens to attract, retain and support the growth of diverse talent.

Learn more about the City’s commitment to Equity, Diversity and Inclusion.

Accommodations
The City of Mississauga is an Equal Opportunity Employer and is committed to removing barriers in our selection process for people with visible and invisible disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities.

If selected to participate in the recruitment, selection and/or assessment process, please complete the following Accommodation Request Form and have it emailed to recruitment.accommodation@mississauga.ca citing the Job ID and Job Title. This will inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.