Escalation Specialist
People, Place, Prosperity
Working within our Strategic Plan, Cambridge Connected, and committing to our values of Integrity, Respect, Inclusiveness and Service, the successful candidate will work together to help the City of Cambridge achieve our vision: A place for people to prosper – alive with opportunity.
Job Profile
The City of Cambridge is seeking a customer-focused Escalation Specialist to join the Financial Services Division within the Customer and Financial Services Department. This role is ideal for an individual who thrives in a fast-paced environment, demonstrates sound judgment, and is committed to providing exceptional service to residents and stakeholders. Reporting to the Supervisor of Tax and Water this position is responsible for the following duties:
What you will be doing
- Supports customer service staff with complex and escalated revenue issues and determine if applicable policy/procedure are being applied correctly and review decisions with staff where necessary.
- Resolves escalations presented by the customer service group.
- Reviews and resolves complex tax and water accounts with residents and provide explanations, options, and/or solutions as appropriate and aligned with policy and procedure.
- Updates and manages the Tax and Water division Standard Operating Procedures documentation.
- Maintains escalation trending reports.
- Communicates with customers in person, by phone, or by email to explain processes, procedures, and account history.
- General administration duties – Mail processing, bill reprints, mortgage payments.
Education
Two-year College Diploma in Business, Accounting or a related field
Experience and Knowledge
- Three years of experience in a related customer service position role and demonstrated ability to manage frequent escalations in a customer service or call center environment.
- Experience and competency in using MS Word, Excel, Outlook; Vailtech – Tax and Water, and 8×8 or Microsoft Teams phone system.
- Courses in Municipal Tax Assessment, Escalation Training, Customer Service, Coaching, and Accounting/Bookkeeping would be beneficial for this role.
We will ask you for these items if you are hired
Your compensation
This position is within Grade 7 of the inside workers union Salary Schedule and has an annual salary range of $72,582 to $77,132. We offer a comprehensive benefit package and are an Ontario Municipal Employees Retirement System (OMERS) employer.
Hours of work
The current regular hours of work are in accordance with the Inside Worker’s Collective Agreement, (35 hours per week), Monday to Friday, 8:30am-4:30pm
Advertisement expiration date
To apply, submit your candidate profile and application through cityONE Careers, prior to March 6, 2026.
Accommodation needs and protection of privacy
The City of Cambridge recognizes and appreciates diversity and inclusion enhances our public value commitment.
We strive to create an accessible and inclusive experience and encourage all qualified people to apply, including and especially people from equity-deserving groups. Qualified applicants will receive consideration for employment with honour and respect toward their individual dimensions of diversity.
We strive to remove barriers that may prevent qualified applicants from fully participating in the recruitment and selection process. Accommodation in accordance with the Ontario Human Rights Code and other applicable legislation is available throughout all stages of the recruitment and selection process. Contact HRServices@Cambridge.ca to make your needs known in advance.
For more information on our Employment Equity, please read our full policy.
Personal information collected in relation to the recruitment process is collected under the authority outlined in the Municipal Freedom of Information and Protection of Privacy Act and used solely to determine eligibility for employment with the City of Cambridge only.
