Customer Service Agent

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

Job summary

An established industry player seeks dedicated individuals for customer service roles in Ottawa. The position involves delivering exceptional service to residents and businesses, ensuring a seamless experience across various platforms. You'll be part of a dynamic team that handles a wide range of inquiries and transactions, contributing to the effective operation of municipal services. Ideal candidates will possess strong communication skills, a commitment to service excellence, and the ability to thrive in a fast-paced environment. Join a team that values diversity, inclusion, and community engagement while making a tangible impact on the lives of citizens.

Qualifications

• Minimum 3 years of customer service experience in a multi-service environment.
• Strong communication and interpersonal skills required.

Responsibilities

• Provide information and customer service for municipal and provincial services.
• Resolve parking tickets and ensure service continuity.

Skills

Customer Service Skills

Interpersonal Skills

Communication Skills

Organizational Skills

Problem-Solving Skills

Education

Grade 12 Completion

Post-secondary Education in Customer Service

Tools

MS Office Suite

ICON

Dynamics

SAP

Job description

Requisition ID: 15855

Department: Finance and Corporate Services Dept.

Service: Service Ottawa

Branch: Counter Services Branch

Employment Type: Multiple Full-time Temporary -Up to 1 year; Multiple Full-time Permanent

Work Hours: 35.00 hours per week

Affiliation: CUPE 503 Inside/Outside

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

Location: Various locations

City: Ottawa, ON

Job Category: Administrative and Support Services

Application Close: 30/06/2025

• Applications received will be used to staff current and ongoing requirements for 12 months.
  
  

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 responsible for providing information and customer service for a wide range of municipal and provincial services, programs, policies, procedures, permits, and fee structures, as part of a team of agents, delivered through a ServiceOttawa Centre; ensuring service continuity in responding to inquiries and urgent requests from the public, elected officials, internal staff, and other government agencies through a variety of platforms, primarily by in-person and including electronic/web, email, and phone in the most efficient and professional manner possible, minimizing referrals and transfers to other subject matter experts, where possible, and ensuring follow-up where required. Work is performed in accordance with corporate/departmental/branch policies, procedures, standards, and guidelines, as well as any applicable legislation/regulations, and in meeting performance and quality assurance standards.

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 in call centre and/or 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, IP360, Dynamics, Liberty Recording System, LAGAN, Knowledge BASE, Ottawa.ca, MAP, ITX, VTAX, H2O, ACTIVENet, PRESTO, SAP, VSTATS, etc.
• Knowledge of provincial legislation & regulations, corporate policies & procedures along with the ability to apply and interpret these provisions.
• 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

• Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading, writing; English: oral, reading, writing. Candidates must meet language requirement for position upon hire.
• Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction; Police record checks completed by a third-party company will not be accepted.
• Driver’s License Requirement: This position requires the successful candidate to use their own transportation.
• 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.

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.

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.

Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire.

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 (email: [e-mail]) at 613-580-2424, extension 47411.