Customer Service Systems Coordinator

Transform the Customer Service Experience & Create a Lasting Impact.

At the City of Thunder Bay, Our City Runs on People Like You. Together, we’re building a workplace where everyone belongs – where your technological expertise, collaboration, and commitment to service excellence will help transform how residents experience service across the City of Thunder Bay.

Here, you’ll contribute to meaningful operational enhancements that will help build the City’s new one-stop customer service experience. You will be part of a work environment that supports respectful interactions, meaningful opportunities to grow, and a culture that promotes well-being and collaboration.

Thunder Bay offers more than a fulfilling career. With its natural beauty, affordability, and strong sense of community, it’s a city where you can grow personally and professionally.

Where You’ll Make a Difference Every Day

As the Customer Service Systems Coordinator, you’ll help support and enhance systems, tools, and processes that power exceptional customer service delivery across the Corporation.

You’ll work closely with internal departments, frontline customer service teams, technical support teams, and external vendors to ensure systems operate efficiently – all playing a key role in aligning our Corporation’s service standards with community needs.

You’ll play a key role in supporting service excellence by coordinating and maintaining our Customer Relationship Management (CRM) system, analysing workflows, and providing service across in-person, telephone and digital service channels.

Whether you live in Thunder Bay, you’re looking to return, or excited to make the City your new home, join a team where your skills, expertise, and presence is recognized, and make a real impact to our community.

How You’ll Support the Team

In this role, you will also provide system support to staff and contribute to data quality monitoring, documenting, reporting and ongoing improvement of customer service processes and have the following accountabilities:

• Support administration of the CRM by maintaining system configuration, assisting with updates, and ensuring alignment with established business requirements.
• Develop and maintain a thorough working understanding of departmental systems used by Service Thunder Bay, such as work order management systems, licensing and permitting systems, tax and water billing systems, and point-of-sale systems, for the purpose of integration, workflow alignment, and staff support.
• Serve as the first point of contact for CRM system issues, troubleshooting problems and liaising with internal departments, the Corporate Information Technology (CIT) Division, and external vendors to support CRM updates, integrations, system enhancements, and the resolution of technical concerns.
•  Provide technical and functional assistance to system users regarding CRM functionality, documentation practices, and system features.
• Assist in the preparation and delivery of CRM and knowledge base training materials.
• Coordinate CRM user role security with CIT.
• Create and maintain CRM case types, workflows, routing rules, and service-level parameters as directed by Service Thunder Bay leadership.
• In coordination with the Service Thunder Bay leadership, update and maintain knowledge base articles, FAQs, scripts, process maps, and reference materials used by Customer Service Representatives (CSRs).
• Collaborate with departments to collect and update service information to ensure CRM case types and knowledge base content remain accurate and current.
• Assist with system upgrades, updates, and testing activities related to CRM functionality and integrations.
• Generate standard reports and dashboards from the CRM system to support operational monitoring and service tracking.

What You Can Count On With Us

We’re proud to offer a workplace where your well-being, growth, and sense of purpose come first. As the Customer Service Systems Coordinator, you’ll enjoy:

• A competitive salary that reflects your expertise
• A matching pension plan to help you build long-term financial security
• Comprehensive health, vision, and dental coverage, plus life insurance for peace of mind
•  Generous paid vacation and holidays, with the option to purchase additional leave days when you need more time off
• Access to a confidential Employee and Family Assistance Program (EFAP) and wellness initiatives to support your overall health
• Leadership development and tuition reimbursement programs, so you can continue to grow your skills and career
• A culture of recognition and appreciation, with staff events and programs that celebrate your contributions

What You’ll Bring to the Team

Here’s what will help you succeed as the Customer Service Systems Coordinator:

• Degree in business majoring in management information systems or related field (such as geographical information systems, computer science and/or other computer/software related programs); and three years’ experience coordinating and providing support and functional guidance related to management information systems and technology used for business operations & back office process, along with experience using software/technology to automate and simplify daily operations and processes; or
• Diploma in business majoring in management information systems or related field (such as geographical information systems, computer science and/or other computer/software related programs); and five years’ experience coordinating and providing support and functional guidance related to management information systems and technology used for business operations & back office process, along with experience using software/technology to automate and simplify daily operations and processes; or
• Equivalent combination of education and experience
• Experience in business analysis and end user support
• Experience assisting with business process documentation or system support.

Lead With Us – Apply Today

Ready to take the next step in your career journey? Join us at the City of Thunder Bay, where you’ll support a dedicated team, and make a lasting difference every day.

Apply today at www.thunderbay.ca/jobs-customer-service-systems-coordinator and start your next chapter with the City of Thunder Bay.

Belonging, Inclusion, and Your Privacy

The City of Thunder Bay is proud to be an equal opportunity employer. We encourage applications from Indigenous peoples, persons with disabilities, members of visible minority groups, women, and members of the 2SLGBTQ+ community. We are committed to a recruitment process and work environment that is inclusive and barrier-free.

If you need an accommodation during any part of the recruitment process, let us know — we will work with you to meet your needs.

For privacy and fairness, please do not include photos, ID cards, driver’s licences, or police record checks with your application. These documents will only be requested if you’re successful.