Customer Service Associate

Employment Status: Part-Time Casual (Continuous)

✓ Pension

✓ Weekdays ✓ Weekends ✓ Days ✓ Mornings ✓ Afternoons ✓ Evenings ✓ Assigned Shift

Customer Service Associate

Competition Number: 20619

Work Location: Waterloo Memorial Recreation Complex (WMRC)*

Posting Status: Internal/External

Hourly Rate: $21.81

Number of Vacancies: 5 (current vacancies)

Employment Group: Non-Union

Job Status: Casual, Part-time

Posting Release Date: December 4, 2025

Hours of Work: up to 24 hours / week**

Posting Closing Date: December 12, 2025

Why work with us:

The City of Waterloo is a rewarding place to work. Each day, you will support and/or participate in the delivery of services that impact residents of this city, making it a great place to live, work and play for everyone.

Home to two world-class universities, a top-ranked college, a tech ecosystem, entrepreneurs and small businesses, there is a readiness to do things differently in Waterloo. Our vision is to be a leader in sustainability and to build a future-ready community for all. We are committed to workplace wellbeing and providing an inclusive, safe and enjoyable work environment.

For more information about the City of Waterloo's Strategic Plan, Vision, Values & Guiding Principles, please click here: City of Waterloo Strategic Plan.

What we offer:

• Supportive and caring organization that promotes respect, inclusivity, sustainability, health, safety and wellness.
• Dedication to the organization's commitment for Reconciliation, Equity, Accessibility, Diversity and Inclusion through ongoing training and access to related programs and workshops, opportunities to connect with others around topics of social justice and equity, and opportunities to be involved with the initiatives that guide this corporate journey.
• A commitment to environmental sustainability as demonstrated in many plans and policies - For example we're working towards reducing our corporate greenhouse gas emissions to net-zero by 2050, with real progress underway.
• Certification as a Living Wage Champion.
• Defined Benefit Pension Plan (OMERS) eligibility for all employees.
• Easy and sustainable commuting options through the TravelWise program, which offers public transit discounts and a dedicated carpool network for employees.
• Substantial internal and external training and development opportunities along with opportunities to get involved and give back to the community.
• Enjoyable employee-wide events, activities, site visits, BBQs to connect with coworkers.
• Complimentary FitPass for access to leisure, swim, and fitness drop-in programs for employees and family members.
• …And so much more

What you will do:

Reporting to the Supervisor, Customer Services & Tenant Relations, your primary responsibilities will include, but are not limited to, the following:

• Ensuring an exceptional customer experience for City of Waterloo facility guests.
• Addressing general inquiries from members of the public and helping to address any issues or concerns.
• Providing guests of our facilities with information about recreational programs, registration and revenue collection for various programs.
• Answering telephones and directing customers as required.
• Following all daily cash handling procedures, including reporting, while ensuring accuracy and thoroughness.
• Reconciling and balancing revenues, facility bookings, admissions and rentals
• Maintaining a safe and clean working environment for coworkers and the general public, including identifying and reporting any safety hazards or damage to the facility or equipment.
• Communicating and interacting effectively with other facility staff and coworkers.
• Opening and closing duties and other administrative tasks as required.

What you will bring:

• High School Diploma or equivalent combination of education and experience
• A minimum of three (3) months experience providing front line customer service, and experience in handling cash and related administrative duties.
• Sound customer-service focus with excellent communication and interpersonal skills.
• Demonstrated problem-solving skills and the ability to work well both independently and in a team setting.
• Ability to effectively multi-task and handle changing priorities.
• Strong organizational skills and attention to detail.
• Proficient computer skills (MS Office, Excel, Word).
• Previous experience using booking and registration software. (i.e. CLASS or ActiveNet) would be considered an asset.
• A passion for promoting and maintaining a healthy and safe workplace and the ability to work respectfully and effectively in a team environment.
• Strong commitment to delivering quality customer service.
• Demonstrated commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion.

What we will require:

• A current Police Criminal Record & Judicial Matters Check satisfactory to the City is required as a condition of hire.
• Proof of your current and valid certificate(s), licenses and/or educational qualifications, if applicable.

** Hours of Work: Up to 24 hours per week including evening, weekend and holiday shifts. Work hours are subject to flexibility and change based on organizational needs.

WMRC: Primary weekday hours are 6:00AM- 11:00PM and weekend hours are 7:00AM- 9:30PM.

• Location: Please note that this position requires access to reliable transportation as work hours may be outside of public transportation operations.

Be You @ Waterloo (Our Commitment to Diversity, Equity, Inclusion and Belonging):

The City of Waterloo acknowledges that our work takes place on the land traditionally cared for by the Haudenosaunee, Anishnaabe and Chonnonton Peoples, and is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. The City is dedicated to advancing the organization's commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion and to reducing barriers to employment opportunities. Applications from members of historically underrepresented groups, including Black, Indigenous, racialized communities, women, persons with disabilities and members of 2SLGBTQIA+ are encouraged for positions at all levels within the organization. Candidates from historically underrepresented groups are encouraged to self-identify in their application.

Accommodations are available throughout all stages of the recruitment process in accordance with the Human Rights Code and other applicable legislation. We encourage applicants to access support(s) that may be needed. To request accommodation during the application process, please email , quoting the position and competition number. Applicants advancing to the next stages of the recruitment process will be provided with additional opportunities to make their needs known.

Our use of AI during recruitment

We use an artificial intelligence (AI) tool to assist in reviewing resumes by organizing and highlighting relevant work history. This tool is used only to support the hiring process and does not make any hiring decisions. All final decisions are made by City staff.