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Client Service Agent At City of Ottawa

Location: Ottawa, Ontario

Job Description

Position: Client Service Agent

Competition Number: 2019-EX-EN-52547871-01

Competition posting date: 2019.05.23

Competition closing date: 2019.06.07

Service Innovation & Performance Department, Service Ottawa, Counter Services Branch
Full-time Temporary Positions (Up to 1 year) - 35 hours/week Full-time Temporary Positions (Up to 1 year) -
35 hours/week
Affiliation: CUPE 503 Inside/Outside
Salary: $56,485.52 to $66,096.94 annually (2019 rates of pay)
  • You may initially be paid 95% of your starting rate of pay, in accordance with the collective agreement.
Location: 100 Constellation, Nepean

Category: Current Opportunities
Employment Group: Administrative/Customer Service

Job Summary

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.

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 & Experience

Successful completion of Grade 12 or recognized equivalency

A minimum of three (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 a in
call centre and/or a counter service operations

  • Experience and formal training combined with demonstrated performance and ability may substitute for
stipulated academic requirements.

Language, Certificates & Licenses

The successful candidate will be required to complete a Criminal Record Check to the City of Ottawa’s
satisfaction.

Day 1 Ready – immediate requirement for language proficiency:
French oral, reading required
English oral, reading, writing required
Candidates must meet language requirement for position upon hire.

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, ParkSmart,
Liberty Recording System, LAGAN, Knowledge BASE, Ottawa.ca, MAP, ITX, VTAX, Aquacis, CLASS,
RSVP, SAP, 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.

Competencies & Skills

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

If this opportunity matches your interest and profile please apply online by using the "Apply"
button. If this is your first online application please refer to our resources on how to apply for jobs online.

We thank all candidates for their interest, however, only those selected to continue in the selection process
will be contacted.

The City of Ottawa is committed to providing quality services by establishing a qualified workforce that
reflects the diverse population it serves. The City encourages applications from all qualified individuals.

Accessible formats and communication supports are available upon request. Please contact the
HR Service Centre at 613-580-2424, extension 47411.