Customer Experience Agent

City of Kingston; Eastern Ontario; On-site; CAD 30,000 - 60,000; Part time

Job summary

A municipal government agency is looking for a Customer Experience Agent for a temporary part-time position in Kingston, Ontario. This role requires delivering exceptional customer service across various channels, responding to inquiries, and assisting with service requests. The ideal candidate will have strong communication skills and prior customer service experience. This position offers flexible work hours and involves working in diverse municipal facilities.

Qualifications

• One year frontline customer service experience in a multi-service environment.
• Ability to conduct business in French is an asset.
• Experience handling cash and payment transactions.

Responsibilities

• Provide support for various municipal services and programs.
• Respond to inquiries from internal departments and the public.
• Handle service requests and process payments.

Skills

Strong customer service skills

Problem-solving

Excellent verbal and written communication skills

Typing speed 45 words per minute

Education

Grade 12 diploma or equivalent

Tools

Microsoft Office Suite

Customer relationship management systems

Job description

Job Details

Title: Customer Experience Agent - Temporary Part-time (Up to 15 Months)

Job Number: J0126-0201

Job Code: 09B285

Job Category: Customer Service

Bargaining Unit: CUPE

Job Type: Temporary Part Time

Employment Type: Replacement

Number Of Positions: 2

Contract Duration: Up to 15 Months

Hours Of Work: 0 to 24 hrs/wk

Salary: $28.17 - $34.59/Hour

Location: Onsite - Various Locations

Date Posted: January 26, 2026

Closing Date: February 9, 2026

Opening Statement

The City of Kingston is grateful to experience the traditional territories of Anishinabek, Haudenosaunee and Huron-Wendat. Kingston is a smart, livable city in the heart of eastern Ontario with a stable and diversified economy that includes global corporations, innovative start‑ups and all levels of government. At the City of Kingston, we believe that diversity and inclusion are essential elements of a thriving workplace. We value the unique perspectives and experiences that each individual brings to our team. As we continue to grow, we are dedicated to creating an environment where all employees feel welcomed, respected, and empowered to contribute their best work.

As staff, you play a pivotal role in enhancing people's lives by delivering exceptional, customer‑centered services of the highest quality. Within our highly ethical environment, you will embrace accountability by consistently going above and beyond, actively listening to our customers, creatively addressing their needs, and maintaining unwavering respect for all individuals you serve.

Position Summary

Note: These are temporary positions covering part‑time hours for up to 15 months. 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.

Key Duties & Responsibilities

• 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.

Qualifications, Competencies

• 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 (e.g., 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.

Skills, Abilities, Work Demands

• 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 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.

Closing Statement

Please inform us of any accommodations we need to make to ensure a barrier‑free recruitment experience. Accommodations are available in accordance with the Ontario Human Rights Code (OHRC) and Accessibility for Ontarians with Disabilities Act (AODA) at any stage in the recruitment process. We’re happy to provide more information if you email us at [e-mail].

Please apply to Career Opportunities at: www.cityofkingston.ca/Careers. Your résumé must demonstrate how you meet position requirements. Please upload to your profile any educational Degrees, Diplomas and/or Certificates that are relevant and required for the position. We thank all who apply; however, only those selected for further consideration will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act. The City of Kingston may utilize artificial intelligence (AI) assisted tools throughout the recruitment process. All final hiring decisions are made by qualified municipal staff.

Please ensure to check any spam or junk folders for any emails coming from a City of Kingston account.

EEO Statement

We encourage applications from individuals of all backgrounds, including those from underrepresented communities. The City of Kingston views diversity as its strength and we encourage applications from individuals of all backgrounds, including those from underrepresented communities.