Customer Service Agent

2 weeks ago

Ottawa, Canada City of Ottawa Full time

Requisition ID: 6626
Department: Innovative Client Services Dept.
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: $60,454.94 - $70,743.40 annually (2023 rates of pay)
Location: Various locations
City: Ottawa, ON
Job Category: Administrative and Support Services
Application Close: 29/12/2023

**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 29/12/2023.**

**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 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 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**
- 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.

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.

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