Agent du service à la clientèle

City of Ottawa / Ville d’Ottawa; Ottawa; On-site; CAD 61,000 - 73,000; Full time

Job summary

A municipal government in Ottawa seeks a Customer Service Agent responsible for delivering excellent service to residents and businesses. Candidates must have a high school diploma, 3 years of relevant experience, and be bilingual in French and English. The position offers multiple full-time temporary and permanent roles, emphasizing consistent and positive customer experiences. Competitive salary ranges from $61,663 to $72,157 annually.

Qualifications

• Minimum 3 years experience in customer service.
• Bilingual in French and English.
• Knowledge of city procedures and regulations.

Responsibilities

• Provide information on municipal and provincial services.
• Respond to inquiries from the public and officials.
• Determine course of action for parking ticket issues.

Skills

Interpersonal skills

Communication skills

Organizational skills

Bilingual (French and English)

Education

High school diploma

Post-secondary education related to Customer Service

Tools

MS Office

Dynamics

SAP

Job description

Join to apply for the Agent du service à la clientèle role at City of Ottawa / Ville d’Ottawa

Number of Application: 15855

Department: DG finances et services organisationnels

Service: Service Ottawa

Division: Direction Services au comptoir

Employment Type: Multiple full-time temporary positions - Up to one year; Multiple permanent full-time positions

Work Hours: 35 hours per week

Union: SCFP, Local 503

Salary Information: $61,663.42 - $72,157.54 annually (2024 rates)

Location: Various workplaces

City: Ottawa, ON

Job Category: Administration and Support Services

Application Deadline: June 30, 2025

Note: The masculine form is used neutrally in this notice.

Applications received will be used to fill current and ongoing needs for a period of 12 months.

Job Summary

The mandate of ServiceOttawa is to improve outcomes for residents and businesses accessing City services by providing a consistent and positive customer experience across multiple channels, emphasizing service excellence. The Counter Services team responds to community needs by ensuring optimal service delivery through a centralized, single-window approach. The Counter Services include seven customer service centers and three provincial violations offices, offering services such as pet registration, marriage ceremonies, payment processing, and provincial judicial services. They handle over 250,000 requests and manage over $190 million in revenue annually for the City.

The incumbent is responsible for providing customers with information and services related to a wide range of municipal and provincial services, programs, policies, procedures, permits, and fee schedules within a team of agents at the Ottawa Service Center. They ensure continuity of services by responding to inquiries and urgent requests from the public, elected officials, internal staff, and other government agencies via various platforms—primarily in person, including electronically, by email, and by phone—in the most efficient and professional manner possible. They aim to minimize referrals and transfers, follow up when necessary, and perform their duties in accordance with City policies, standards, and applicable laws.

They must determine the appropriate course of action to resolve parking ticket issues according to policy and procedures, and service standards of the responsible first appearance establishment.

Training and Experience

High school diploma (Grade 12)

At least 3 years of relevant experience in a customer service environment providing in-person, phone, written, and electronic services in a multiservice context such as a call center or service counter.

Knowledge

• Understanding of customer service delivery practices and complaint resolution strategies.
• Proficiency with MS Office, Internet/Intranet, and job-specific programs like ICON, IP360, Dynamics, Liberty Recording System, LAGAN, Knowledge BASE, Ottawa.ca, MAP, ITX, VTAX, H2O, ACTIVENet, PRESTO, SAP, VSTATS, etc.
• Knowledge of provincial laws, City policies, procedures, and the ability to interpret and apply these regulations.
• Understanding of relevant health and safety laws and regulations, including worker rights and obligations.
• Post-secondary education or training related to Customer Service is an asset.
• Knowledge of the organizational structure, services, and personnel of the City is an asset.

Skills and Abilities

• Strong interpersonal and communication skills, with excellent customer service abilities, especially during busy periods, stressful situations, or emergencies.
• Effective and courteous communication with municipal staff, elected officials, and the public by phone and in person.
• Superior writing skills, with the ability to draft clear, professional responses to written inquiries.
• Organizational skills and the ability to multitask and prioritize.
• Discretion and judgment in decision-making, especially after hours, to minimize risk and ensure public safety.
• Ability to work independently and as part of a team.
• Excellent attendance, punctuality, and reliability.
• Flexibility and adaptability to handle various situations.
• Excellent listening and comprehension skills.

Additional Information

• Language requirements: Bilingual in French and English, with proficiency in speaking, understanding, reading, and writing.
• Criminal background check: The selected candidate must pass a police criminal record check to the satisfaction of the City of Ottawa. Checks by third-party agencies are not accepted.
• Driver’s license requirements: The candidate must use their own transportation.
• Initial pay rate may be up to 95% of the starting salary as per the collective agreement.
• Relevant experience and recognized training with proven performance may exempt candidates from certain educational requirements.
• Please keep a copy of the notice; it will no longer be available after the deadline.

We thank all applicants for their interest. Only those selected for an interview will be contacted.

The City of Ottawa promotes diversity and inclusion, respecting the principles of the Canadian Human Rights Act and Ontario Human Rights Code. We encourage applications from Indigenous peoples, Black communities, racialized communities, persons with disabilities, women, non-binary persons, and individuals of all ethnicities, religions, sexual orientations, classes, gender identities, and expressions.

Applicants are encouraged to self-identify as members of one or more employment equity groups.

The City offers accommodations upon request during the hiring process. If contacted for an interview, please indicate if accommodations are needed.

Accessible formats and communication supports are available upon request. Contact [e-mail] or call 613-580-2424, ext. 47411.