Customer Service Representative

2 days ago

Ottawa, Ontario, Canada City of Ottawa Full time
Job Overview

The City of Ottawa is seeking a highly skilled and dedicated Customer Service Representative to join our team as a Fire Emergency Dispatcher. As a key member of our Emergency Communications Centre, you will be responsible for receiving emergency calls from the public and other agencies, quickly analyzing information received, and dispatching required emergency vehicles.

Responsibilities
  • Receive emergency calls from the public and other agencies
  • Analyze information received from callers and dispatch required emergency vehicles
  • Efficiently operate console equipment, including telephone, radio, and computer-aided dispatch
  • Follow established procedures in making calm, sound decisions as required in an emergency services environment
Requirements
  • Ontario Secondary School Diploma (grade 12) or recognized equivalency
  • A minimum of four years in a customer service field, face-to-face or telephone
  • Previous Fire Service experience, and particularly previous experience within an Emergency Communications Centre, is considered an asset
  • Valid Ontario unrestricted G-class driver's license (or provincial equivalent) with no more than six demerit points accumulated
  • Current Red Cross Standard First Aid/CPR level C or AED certificates
  • Working knowledge of applicable occupational health and safety legislation
  • General knowledge of corporate/departmental policies and procedures related to health and safety
  • Accurate keyboarding/typing skills of a minimum of 35 wpm with 90% accuracy
  • Experience with Microsoft Office and Microsoft Windows operating system
Preferred Qualifications
  • Deal with constant emergency, high-stress situations over the telephone
  • Communicate effectively and professionally both orally and in writing
  • Make sound, independent decisions and exercise discretion in decision-making, during emergency, distress, difficult, or stressful situations, and be accountable for such decisions
  • Ability to multi-task
  • Easily understand speaking voice on radio and telephone
  • Computer terminal operation and use
  • Ability to interface with data and equipment
  • Good understanding of emergency equipment and fire service terminology
  • Demonstrated ability to work in a team environment
  • Ability to control stressful situations
  • Strong knowledge of city streets and general topography
  • Demonstrated ability in the area of public relations and personal relations
  • Expertise in language skills related to pronunciation and spelling of street names
  • Strong data entry, retrieval, and keyboard skills
What You Need to Know
  • Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral; English: oral, reading, writing
  • Candidates must meet language requirements for position upon hire
  • Police Record Check: The successful candidate will be required to complete a Security Clearance form with the Ottawa Police Service
  • Must be able to work shifts, weekends, and statutory holidays

$37,401 - $49,867 per hour (estimated annual salary: $77,589 - $103,415)

About Us

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 members of Indigenous, Black, and other racialized communities, persons with disabilities, women, and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities, and expressions.

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