Customer Experience Agent, Regular Part-Time

City of Kingston; Kingston; On-site; CAD 39,000 - 48,000; Part time

Job summary

City of Kingston is seeking a Customer Experience Agent (Part-Time, Replacement) to serve as the frontline contact for residents across multiple channels, including in-person, phone, and online. The role emphasizes friendly, efficient service and accurate processing of transactions, registrations, bookings, and inquiries.

The position requires a Grade 12 diploma, at least one year of frontline customer service, and the ability to type 45 wpm.

Qualifications

• Grade 12 diploma or equivalent required.
• One year frontline customer service in a multi-service environment.
• French is an asset.
• Basic Microsoft Office Suite (Word, Excel, Outlook) required.
• Experience with customer service technologies and CRM systems.
• Demonstrate Belonging, Collaboration, Accountability, and Innovation values.
• Typing speed 45 words per minute (tested).
• Strong organizational, multitasking, and communication skills.

Responsibilities

• Represent the City as the first point of contact for municipal services.
• Respond to inquiries from the public and internal departments in a professional manner.
• Provide multi-channel service at counters, by phone, and online (email and service requests).
• Triages calls and requests to appropriate departments or staff.
• Manage daily cash drawer and reconcile deposits; assist with banking tasks.
• Perform other duties as assigned.

Skills

Frontline customer service

French language asset

MS Office (Word, Excel, Outlook)

CRM systems experience

Multi-channel service

Typing 45 wpm

Strong organizational skills

Excellent interpersonal/communication

Discretion and diplomacy

Education

Grade 12 diploma or equivalent

Tools

Microsoft Word

Excel

Outlook

CRM systems

Job description

Job Title

Customer Experience Agent, Regular Part-Time

Job Number

J1126-0026

Job Code

09B285

Job Category

Customer Service

Location

Onsite - Various Locations

Bargaining Unit

CUPE

Job Type

Part Time

Employment Type

Replacement

Number Of Positions

1

Hours Of Work

0 to 24 hrs/wk

Salary

$28.17 - $34.59/Hour

Date Posted

November 6, 2026

Closing Date

November 13, 2026

The Role

Reporting to the Supervisor, Customer Experience, the Customer Experience Agent (part-time) works in a fast-paced environment and is responsible for delivering frontline customer service and support for all City services across a variety of channels, including in-person, over the phone, and online.

Meet your department

We’re the City’s first point of contact, helping residents access services quickly and easily, whether in person, by phone, or online. Our team answers questions, resolves issues, and guides people through processes to ensure every interaction is friendly, efficient, and helpful.

What You'll Do

• Represent the City as the first point of contact, providing support for a wide range of municipal services and programs.
• Respond to a range of inquiries and concerns from internal departments and the public in a professional and courteous manner.
• Offer multi-channel service delivery at counters, over the phone and online (e-mail, service requests), including facility bookings, membership and program registration, payment transactions, fielding inquiries (by phone, email and in-person) and intake/processing of service requests.
• Resolve, and/or triage calls/email/service requests to appropriate City departments, employees or other organizations.
• Responsible for daily cash drawer, reconciling end of day deposits, weekly bank deposits.
• Other duties, as assigned.

To qualify, you'll need

• Grade 12 diploma or equivalent education is required.
• One year frontline customer service experience providing service to the public by telephone, in person, in writing and electronically in a multi-service environment, such as in a call centre and/or a counter service operation, including processing cash and payment card transactions.
• Ability to conduct business in French is an asset.
• Must have Basic Microsoft Office Suite skills including Word, Excel, and Outlook.
• Experience using customer service technologies, databases and software programs required (i.e. customer relationship management systems, recreation management business applications, booking and registration systems, knowledge base databases or comparable technology/system)
• Must demonstrate corporate values of Belonging, Collaboration, Accountability, and Innovation.
• Strong customer service skills with the ability to deal appropriately with contentious situations and problem solve through active listening, while exercising discretion, judgment, diplomacy and confidentiality when dealing with the public and employees.
• Typing speed 45 words per minute required (tested).
• Demonstrated strong organizational skills and the capacity to multi-task in a fast-paced environment, responding with flexibility to changing priorities.
• Exceptional interpersonal and communication skills, both verbal and written (empathy, teamwork, positive attitude, professionalism and tact).
• Must be detail-oriented and ensure accuracy of information when communicating with the public.
• Knowledge of the City of Kingston's municipal services and programs.
• Must be able to work daytime, evenings and weekends (flexible hours) in a variety of facilities across the City. This position may require occasional travel between sites and/or City facilities and must provide own transportation.
• Must obtain and maintain a satisfactory criminal record check.

Why us?

Join a team that’s building more than a city - we’re building a community where people thrive. At the City of Kingston, your work has real impact: safer streets, greener spaces, inclusive experiences, innovative transit, creative public spaces, and brighter futures for all.

We’re more than just a municipal government - we’re a team of problem-solvers, innovators, and community-builders who take pride in shaping the place we call home. As an employer, we’re committed to your growth, your well‑being, and creating an environment where every voice counts. Your career is more than a job - it’s where your impact begins.

Why you’ll love it here…

We provide our employees with a comprehensive and competitive total rewards package, which may include extended health coverage, travel and life insurance, and long‑term disability. Specific benefits can vary depending on your role and terms of employment.

In Addition, Employees May Enjoy Access To

• OMERS defined pension plan
• Vacation entitlements
• Employee wellness and assistance programs and resources
• Ongoing training and education opportunities
• Flexible work arrangements
• Corporate perks such as discounted transit and fitness passes
• Learning & development resources and networks
• Relocation assistance and local resources

Our commitment

The City of Kingston acknowledges that we are on the traditional homeland of the Anishinabek, Haudenosaunee, and the Huron-Wendat, and thanks these nations for their care and stewardship over this shared land.

Today, the City is committed to working with Indigenous peoples and all residents to pursue a united path of reconciliation.

Learn more about the City's reconciliation initiatives .

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