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Customer Service Agent

Requisition ID: 1126  
Department: Innovative Client Services Department  
Service: Service Ottawa  
Branch: Counter Services Branch 
Employment Type: Multiple Full-time Temporary; Multiple Full-time Permanent  
Work Hours: 35.00 /hours per week
Affiliation: CUPE 503 Inside/Outside 
Salary Information: $59,386.60  - $69,493.06  annually (2021 rates of pay)
Location: Various locations
City: Ottawa, ON  
Job Category: Administrative and Support Services 
Application Close: 31/12/2022

JOB SUMMARY

The mandate of ServiceOttawa is to achieve better outcomes for Ottawa residents and businesses when they access City services, by providing a consistent and positive client experience across multiple channels with a focus on Service Excellence. The Counter Services team responds to community needs through the provision of optimum client service delivery employing a centralized one-stop approach. Counter Services consists of seven Client Services Centres and three Provincial Offences offices, which offer a variety of services such as pet registrations, marriage ceremonies, payment intake, parking permits and provincial court services to name a few. Counter Services staff process over 250,000 transactions and handle over $190 million in revenue per year for the City. 

You are responsible for providing information and customer service for a wide range of municipal and provincial services, programs, policies, procedures, permits and fee structures, as part of a team of agents, delivered through a ServiceOttawa Centre; ensuring service continuity in responding to inquiries and urgent requests from the public, elected officials, internal staff, and other government agencies through a variety of platforms, primarily by in-person and including electronic/web, email and phone in the most efficient and professional manner possible, minimizing referrals and transfers to other subject matter experts, where possible, and ensuring follow up where required. Work is performed in accordance with corporate/departmental/branch policies, procedures, standards and guidelines, as well as any applicable legislation/regulations, and in meeting performance and quality assurance standards.

You are also responsible for determining the course of action for parking ticket resolution in accordance with the First Attendance Facility policy/procedures, and service standards set within the Branch.  

EDUCATION AND EXPERIENCE

Completion of Grade 12

Post-secondary education and/or training related to Customer Service is an asset

Minimum of 3 years of relevant experience in a customer service environment, providing service to the public by telephone, in person, in writing and electronically in a multi-service environment, such as a in call centre and/or a counter service operations 

KNOWLEDGE

  • Knowledge of customer service delivery mechanisms, practices and strategies to resolving customer related complaints
  • Computer literacy in MS Office Suite, internet/intranet and job specific programs such as ICON, ParkSmart, Liberty Recording System, LAGAN, Knowledge BASE, Ottawa.ca, MAP, ITX, VTAX, Aquacis, CLASS, RSVP, SAP, etc.
  • Knowledge of provincial legislation & regulations, corporate policies & procedures along with the ability to apply and interpret these provisions
  • Knowledge of applicable health and safety legislation, including the rights and duties of workers.
  • Knowledge of City of Ottawa organizational structure, services and personnel is an asset

COMPETENCIES, SKILLS AND ABILITIES

  • Strong interpersonal and communication skills combined with excellent customer service skills especially during busy periods, stressful situations or emergencies
  • Communicate effectively and tactfully with municipal staff, elected officials and members of the general public by telephone and in-person
  • Strong writing skills and ability to compose professional, clear and concise responses to written inquiries
  • Organize, multi-task and prioritize work
  • Exercise sound judgment and discretion in decision making to selecting/suggesting a course of action within a list of possible alternatives, particularly after-hours, to minimize risk to the corporation and maximize public safety
  • Work independently and in a team setting
  • Possess an excellent attendance record 
  • Punctual, reliable and dependable
  • Flexible and adaptable to deal with varying situations
  • Strong listening/comprehension skills
  • Strong organizational skills

WHAT YOU NEED TO KNOW

  • Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading. English: oral, reading, writing. Candidates must meet language requirement for position upon hire.       
  • The successful candidate will be required to complete a Criminal Record Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction. Police record checks completed by athird-party company will not be accepted.
  • Successful applicants meeting the employer’s qualification standard will be placed on an eligibility list in order of seniority. This list will be used to staff current and ongoing requirements until 31/12/2022.
  • You may initially be paid 95% of your starting rate of pay, in accordance with the collective agreement.
  • Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements. 
  • Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

 

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted. 

 

The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from women, Aboriginal peoples and persons of all races, ethnic origins, religions, abilities, sexual orientations, and gender identities and expressions. 

 

The City of Ottawa provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the selection process, please advise us if you require any accommodation. 

 

Accessible formats and communication supports are available upon request. Please contact the HR Service Centre at 613-580-2424, extension 47411.