Customer Service Agent

CityofOttawa • Ottawa, ON

10d • CA$61,663 - CA$72,158 • Onsite

About The Position

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.

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, 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.
• 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
• Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading, writing English: oral, reading, writing
• Successful candidate will be required to complete a Criminal Records and Judicial Matters Check (Level 2) with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.

Nice To Haves

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

Responsibilities

• Providing information and customer service for a wide range of municipal and provincial services, programs, policies, procedures, permits and fee structures.
• 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 (in-person, electronic/web, email, phone).
• Minimizing referrals and transfers to other subject matter experts where possible.
• Ensuring follow-up where required.
• Determining the course of action for parking ticket resolution in accordance with the First Attendance Facility policy/procedures and service standards.
• Working in accordance with corporate/departmental/branch policies, procedures, standards and guidelines, as well as any applicable legislation/regulations.
• Meeting performance and quality assurance standards.

Benefits

• You may initially be paid 95% of your starting rate of pay, in accordance with the collective agreement.
• 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.
• The City of Ottawa provides accommodation to applicants during all parts of the hiring process, upon request.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED