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Client Service Agent - CAS Pool (T)

Requisition ID: 644 

Innovative Client Services Department

Service Ottawa 

Employment Type: Casual  positions and Part-time Temporary Positions

Work Hours: Up to 40 hours per week

Affiliation: CUPE 503 Inside/Outside

Salary Information: $30.764  - $35.992 per hour (2021 rates of pay)

Location: 110 Laurier Avenue West 

Job Category: Administrative and Support Services

Application Close: 30/12/2022

JOB SUMMARY

ServiceOttawa is the first stop for City of Ottawa services for residents and businesses through ottawa.ca, My ServiceOttawa, Call Centre Services (3-1-1) and the Counter Service Centres. ServiceOttawa provides a gateway to the City so that residents and businesses don’t have to navigate multiple departments to get what they need. 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. 

In this key client facing and customer service role, you are responsible for providing information and customer services for a wide range of City services, programs, policies, procedures, permits and fee structures, as part of a team of agents, delivered through a Client Service 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 phone and including electronic/web, email and in-person) in the most efficient and professional manner possible, minimizing referrals and transfers to other subject matter experts, where possible, and ensuring follow up where requested.  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. 
 

EDUCATION AND EXPERIENCE

Completion of Grade 12 
Post-secondary education and/or training related to Customer Services 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 and computer programs as they relate to products and services within the Client Service Centre
  • Customer Service practices and strategies to resolving customer related complaints
  • Corporate Microsoft computer applications MSWord , Outlook, Excel, Internet Explorer/Ozone, and job specific programs such as LAGAN, Knowledge BASE, Ottawa.ca, MAP, ITX, VTAX, Aqacis,CLASS, RSVP, Autoprocess, SAP, etc.
  • General office equipment
  • Corporate cash handling procedures, operation of cash register, balancing cash and preparing daily deposits
  • 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
  • Work a variety of shifts covering a 24-hour/7-days/week/365-days/year service period

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.   
  • You may initially be paid 95% of your starting rate of pay, in accordance with the collective agreement.  
  • 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 a third-party company will not be accepted.
  • 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.