Client Service Agent

CityofOttawa•Ottawa, ON

5d•Onsite

About The Position

ServiceOttawa is the first stop for City of Ottawa services for residents and businesses through ottawa.ca, My ServiceOttawa, Call Centre Services (3-1-1) and the Counter Service Centres. ServiceOttawa provides a gateway to the City so that residents and businesses don’t have to navigate multiple departments to get what they need. 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. In this key client facing and customer service role, you are responsible for providing information and customer services for a wide range of City services, programs, policies, procedures, permits and fee structures, as part of a team of agents, delivered through a Client Service 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 phone and including electronic/web, email and in-person) in the most efficient and professional manner possible, minimizing referrals and transfers to other subject matter experts, where possible, and ensuring follow up where requested. 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.

Requirements

Completion of Grade 12
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 a in call centre and/or a counter service operations
Knowledge of customer service delivery mechanisms and computer programs as they relate to products and services within the Client Service Centre
Knowledge of Customer Service practices and strategies to resolving customer related complaints
Knowledge of Corporate Microsoft computer applications MSWord , Outlook, Excel, Internet Explorer/Ozone, and job specific programs such as LAGAN, Knowledge BASE, Ottawa.ca, MAP, ITX, VTAX, Aqacis,CLASS, RSVP, Autoprocess, SAP, etc.
Knowledge of General office equipment
Knowledge of Corporate cash handling procedures, operation of cash register, balancing cash and preparing daily deposits
Knowledge of applicable health and safety legislation, including the rights and duties of workers.
Strong interpersonal and communication skills combined with excellent customer service skills especially during busy periods, stressful situations or emergencies
Ability to 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
Ability to organize, multi-task and prioritize work
Ability to 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
Ability to 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
Ability to work a variety of shifts covering a 24-hour/7-days/week/365-days/year service period
Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading, writing English: oral, reading, writing
Completion of a Criminal Records and Judicial Matters Check (Level 2) with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.
Must use own transportation.

Nice To Haves

Post-secondary education and/or training related to Customer Services is an asset
Knowledge of City of Ottawa organizational structure, services and personnel is an asset

Responsibilities

Providing information and customer services for a wide range of City services, programs, policies, procedures, permits and fee structures.
Responding to inquiries and urgent requests from the public, elected officials, internal staff, and other government agencies through a variety of platforms (primarily by phone and including electronic/web, email and in-person).
Ensuring service continuity.
Minimizing referrals and transfers to other subject matter experts, where possible.
Ensuring follow up where requested.
Performing work in accordance with corporate/departmental/branch policies, procedures, standards and guidelines, as well as any applicable legislation/regulations.
Meeting performance and quality assurance standards.