Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
- Job ID #31743: Customer Service Representative (Periodic)
- Union: CUPE Local 5167
- Job Description ID #: 4086
- Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on February 18th, 2026. This posting is for all upcoming temporary and permanent vacancies for the period of February 18th, 2026 - August 18th, 2026.
- Duration: 12 months
- Vacancy type: This posting will be used to fill current vacancies, as well as any further vacancies which arise during the period noted above
- Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
Reporting to the Supervisor, Parking Revenue & Customer Service, this position is responsible for providing exceptional customer service and performing revenue control functions for the Hamilton Municipal Parking System. Duties include advising customers on parking regulations, programs and services related to on-street and off-street parking programs and parking fines; processing payments; handling customer service inquiries, reconciling revenues; auditing transactions; and maintaining accurate records related to municipal parking operations. The role ensures compliance with municipal by-laws, provincial regulations, and corporate policies while safeguarding financial integrity.
GENERAL DUTIES
Provide information and advice to customers via phone, email and in person regarding parking regulations, programs, services related to parking on-street and off-street permit programs, municipal by-laws and parking operations and enforcement.
Receives and log inquiries and complaints; respond professionally, timely, courteously and accurately.
Performs preliminary review of applications and supporting documents for accuracy in accordance with applicable rules, regulations, policies and procedures; provides information in compliance with municipal by-laws and provincial regulations.
Process payments for parking revenues, parking fines, and other services using Point-of-Sale (POS) terminals and cash registers; ensure deposits and validate cash receipts.
Prepare bank deposit documentation and monitor accounts for errors; liaise with financial staff for corrections.
Reconcile daily, weekly and monthly parking revenue reports, including payments through direct payment, post-dated cheques, department paid and payroll deduction.
Audits parking infraction payments, ensures payments are applies to infractions correctly, investigates processing errors and determines appropriate action required; provide instructions and examine documents to determine their authenticity and validity.
Invoicing for unpaid parking fees, monthly parking permits, and other parking programs and services including contracted services.
Maintain and audit spreadsheets for revenue tracking, permit usage, and payment issues.
Investigate and resolve discrepancies in parking infraction payments and permit accounts; process adjustments and credit card reversals as required.
Utilize parking systems for cashiering, permit programming, and reporting.
Liaises with Municipal Service Centre staff to provide support, expertise and advise in investigating parking infraction and permit payments.
Create correspondence, forms, legal agreements, spreadsheets and reports; maintain mail tracking and filing systems.
Assists Supervisor with training new employees on procedures, policies and systems.
Comply with Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
Performs other duties as assigned.
QUALIFICATIONS
- Previous administrative experience in a customer service capacity, preferably with parking operations or similar operations experience.
- Demonstrated knowledge of basic accounting and financial reconciliation
- Strong computer skills, including Microsoft Office (Word, Excel, Outlook) and database systems; knowledge of Corporate financial and customer service systems considered assets.
- Ability to balance cash transactions accurately and operate Point-of-Sale (POS) terminals.
- Excellent interpersonal and communication skills (in writing and verbally), and superior client-facing professionalism and customer service skills; ability to apply and explain applicable regulations, municipal by-laws, policies and processes.
- Ability to handle difficult or irate customers professionally and apply regulations to specific situations.
- Strong organizational skills with ability to manage multiple tasks under tight deadlines.
- Team-oriented with ability to work independently and foster collaboration.
- Physical ability to lift up to 8 kg regularly and occasionally up to 20 kg.
- Must be bondable and sign confidentiality agreements for accessing vehicle ownership information.
NOTE
As a condition of employment, the successful applicant(s) will be required to obtain a satisfactory Criminal Record and Judicial Matters Check at their own expense prior to being able to work in this position.
THE INCUMBENT SHALL COMPLY WITH ALL HEALTH AND SAFETY POLICIES AND PRACTICES FOR THIS POSITION AND THE WORKPLACE
Disclaimer:
Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.
Terms:
The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.
