Customer Service Representative; Periodic

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. #Be The Reason

• Position:
  Customer Service Representative (Periodic)
• Union: CUPE Local 5167
• Duration: 12 months
• Close date:
  Interested applicants should submit application online by 4:00 p.m. on February 18th, 2026.
• Vacancy type:
  Current and future vacancies within the period February 18th – August 18th, 2026.
• Internal applicants:
  Apply with your work e‑mail address. External applicants considered after the internal posting process. Only applicants selected for 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.

• 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.
• Receive and log inquiries and complaints; respond professionally, timely, courteously and accurately.
• Perform preliminary review of applications and supporting documents for accuracy in accordance with applicable rules, regulations, policies and procedures; provide 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.
• Audit parking infraction payments, ensure payments are applied to infractions correctly, investigate processing errors and determine appropriate action required; provide instructions and examine documents to determine their authenticity and validity.
• Invoice 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.
• Liaise with Municipal Service Centre staff to provide support, expertise and advice in investigating parking infraction and permit payments.
• Create correspondence, forms, legal agreements, spreadsheets and reports; maintain mail tracking and filing systems.
• Assist 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.
• Perform other duties as assigned.

• Previous administrative experience in a customer service capacity, preferably with parking operations or similar…