ServiceOttawa serves as the primary point of access for City of Ottawa services for both residents and enterprises, available through the platforms of ottawa.ca, My ServiceOttawa, Call Centre Services (3-1-1), and the Counter Service Centres. ServiceOttawa serves as a centralized portal for the City, enabling residents and businesses to access necessary services without the need to interact with multiple departments.
The mandate of ServiceOttawa is to enhance outcomes for residents and businesses in Ottawa when they engage with City services. This is accomplished by delivering a consistent and positive client experience across various channels, with an emphasis on Service Excellence.
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In this pivotal client-facing and customer service position, you will be tasked with delivering information and assistance regarding an extensive array of City services, programs, policies, procedures, permits, and fee structures. As a member of a team of agents operating within a Client Service Centre, you will ensure the continuity of service by addressing inquiries and urgent requests from the public, elected officials, internal staff, and other governmental entities.
This will be accomplished through various communication platforms, primarily via telephone, as well as electronic/web channels, email, and in-person interactions. Your objective will be to respond in the most efficient and professional manner possible, minimizing the need for referrals and transfers to other subject matter experts whenever feasible, and ensuring appropriate follow-up when requested.
Work is conducted in alignment with corporate, departmental, and branch policies, procedures, standards, and guidelines, as well as in compliance with relevant legislation and regulations, while also adhering to established performance and quality assurance standards.
Details
- Requisition ID: 15910
- Department: Finance and Corporate Services Dept.
- Service: Service Ottawa
- Branch: Call Centre Services Branch
- Employment Type: Multiple Casual Positions
- Work Hours: 40.00 hours per week
- Affiliation: CUPE 503 Inside/Outside
- Salary Information: $32.502 – $38.027 per hour (2024 rates of pay)
- Location: City Hall,110 Laurier Avenue West
- City: Ottawa, ON
- Job Category: Administrative and Support Services
EDUCATION AND EXPERIENCE
Completion of Grade 12 is required. Additionally, post-secondary education and/or training pertinent to Customer Service is considered advantageous.
A minimum of three years of pertinent experience in a customer service setting is required, during which the individual has engaged with the public through various communication channels, including telephone, in-person interactions, written correspondence, and electronic means. This experience should be within a multi-service environment, such as a call center or counter-service operations.
KNOWLEDGE
- Familiarity with customer service delivery systems and software applications pertinent to the products and services offered within the Client Service Centre.
- Customer service methodologies and strategies for addressing customer-related grievances.
- Proficient in corporate Microsoft applications, including MS Word, Outlook, Excel, and Internet Explorer/Ozone, as well as job-specific software such as LAGAN, Knowledge BASE, Ottawa.ca, MAP, ITX, VTAX, Aqacis, CLASS, RSVP, Autoprocess, and SAP, among others.
- Standard office apparatus
- Procedures for corporate cash management, operation of the cash register, reconciliation of cash balances, and preparation of daily deposits.
- Familiarity with relevant health and safety legislation, encompassing the rights and responsibilities of employees.
- Familiarity with the organizational structure, services, and personnel of the City of Ottawa is considered advantageous.
Benefits:
- Compensation Range: Generally falls between CAD 40,000 and CAD 60,000 annually, or CAD 18 to CAD 30 per hour.
- Added Benefits: Many employers offer health insurance, dental coverage, paid vacation, and retirement plans (RRSPs).
- Job Stability & Demand: Positions in client service are experiencing significant demand across various sectors, including finance, insurance, government, and healthcare.
- Professional Development and Advancement: Acquire essential competencies in customer service, problem resolution, and effective communication. Numerous organizations offer on-the-job training as well as opportunities for advancement into supervisory or managerial positions.
- Flexible Employment Alternatives: Certain positions provide the opportunity for remote or hybrid work arrangements, particularly within the finance and customer support sectors. The provision of shift flexibility facilitates the attainment of a harmonious work-life balance.
- Engagement with a Professional Work Environment: Engage in diverse and multicultural professional environments, acquiring experience in managing a wide array of clients. Opportunities to engage in professional networking and advance within the organization.
- Prospects for Visa Sponsorship (For International Applicants); Certain employers in Ontario provide sponsorship for qualified workers via initiatives such as the Ontario Immigrant Nominee Program (OINP).
COMPETENCIES, SKILLS AND ABILITIES
- Possessing robust interpersonal and communication abilities, complemented by exceptional customer service skills, particularly in high-pressure environments, challenging circumstances, or emergencies.
- Engage in effective and diplomatic communication with municipal personnel, elected representatives, and members of the general public, both via telephone and in face-to-face interactions.
- Proficient writing abilities and the capacity to formulate professional, plain, and succinct responses to written inquiries.
- Systematize, manage multiple tasks concurrently and establish priorities for work assignments.
- Exercise prudent judgment and discretion in the decision-making process when selecting or recommending a course of action from a range of potential alternatives, particularly during after-hours situations, in order to mitigate risks to the corporation and enhance public safety.
- Demonstrate the ability to function autonomously as well as collaboratively within a team environment.
- Exhibit an exemplary attendance record.
- Timely, trustworthy, and consistent.
- Capable of exhibiting flexibility and adaptability in response to diverse circumstances.
- Proficient listening and comprehension abilities.
- Strong organizational abilities
- Perform a diverse range of schedules to accommodate a continuous service period of 24 hours a day, seven days a week, throughout the entire year.
WHAT YOU NEED TO KNOW
- Language Requirement: Specified Day 1 Prepared – an urgent necessity for linguistic competence: French: oral, reading, writing English: speaking, reading comprehension, and written expression. Candidates are required to fulfill the language proficiency criteria for the position at the time of employment.
- 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 reviews conducted by an external organization will not be deemed acceptable.
- This position necessitates the successful candidate to use their own transportation.
- You may initially receive compensation at 95% of your initial wage rate, in accordance with the provisions outlined in the collective agreement.
- Experience and formal training, when coupled with proven performance and capability, may serve as a substitute for the specified academic qualifications.
- Kindly retain a copy of the job advertisement. Upon the expiration of the closing date, it will no longer be accessible.
We wish to salute all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.
The City of Ottawa advocates 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,and persons of all ethnic origins, religions, sexual orientations, classes, gender identities, and expressions.
Candidates are strongly encouraged to voluntarily disclose their affiliation with one or more designated employment equity organizations within the self-identification questionnaire.
The City of Ottawa offers accommodations throughout all stages of the hiring process, upon request, for applicants with disabilities. Should you be contacted to advance to the selection procedure, kindly inform us if you require any accommodations.
Accessible formats and communication assistance can be provided upon request. Kindly reach out to the Human Resources Service Centre at 613-580-2424, extension 47411.
Frequently Asked Questions:
What does a client service agent do?
A client service agent assists customers by handling inquiries, resolving issues, and providing information about products or services. Duties may include answering phone calls, responding to emails, processing transactions, and maintaining customer records.
What qualifications are required for a client service agent job?
A minimum of a high school diploma is requisite; however, a college diploma in business, communications, or customer service is highly desirable. The candidate should be skilled in proficient communication and highly capable of addressing intricate challenges. The individual demonstrates proficiency in computer systems and customer relationship management (CRM) software. Experience in customer service or a related field is often considered beneficial.
Are there work-from-home opportunities for Client Service Agents?
Indeed, numerous employers provide remote or hybrid work arrangements, particularly within sectors such as technical support, finance, and e-commerce customer service.
