Client Service Agent
City of Ottawa, Department of Finance and Corporate Services based in Ottawa, ON is inviting applications from suitable candidates for the position of Client Service Agent. The City of Ottawa, Department of Finance and Corporate Services is integral to the city’s administration, overseeing key financial and operational functions. This department is responsible for the city’s budgeting, financial planning, accounting, and revenue management, ensuring prudent fiscal management and resource allocation. The Department of Finance and Corporate Services helps maintain the city’s transparency, accountability, and overall operational efficiency, serving the needs of Ottawa’s residents and businesses effectively. The candidates selected for the vacancy will be required to start the work as soon as possible.
Job Description:
Employer Name: City of Ottawa
Department: Finance and Corporate Services
Service: Service Ottawa
Branch: Call Centre Services Branch
Position: Client Service Agent
No of Vacancies: 1
Salary: $32.502 - $38.027 Hourly
Employment Type: Multiple Casual
Job Category: Administrative and Support Services
Location: 110 Laurier Avenue West, Ottawa, ON
Work Hours: 40.00 hours per week
Affiliation: CUPE 503 Inside/Outside
Requisition ID/Job ID: 12159
Requirements:
Languages: Candidates must have knowledge of the English Language
Education: Candidates should have completed Grade 12 or Post-secondary education and/or training related to customer services is an asset
Experience: Candidates should have a 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 a call centre and/or counter service operations
Other Requirements:
- The candidates should have knowledge of customer service delivery mechanisms and computer programs as they relate to products and services within the Client Service Centre
- The candidates should be familiar with customer service practices and strategies for resolving customer-related complaints
- The candidates should have knowledge of corporate Microsoft computer applications such as MS Word, Outlook, Excel, Internet Explorer/Ozone, and job-specific programs like LAGAN, Knowledge BASE, Ottawa.ca, MAP, ITX, VTAX, Aqacis, CLASS, RSVP, Autoprocess, SAP, etc.
- The candidates should be able to operate general office equipment
- The candidates should have knowledge of corporate cash handling procedures, operation of a cash register, balancing cash, and preparing daily deposits
- The candidates should have knowledge of applicable health and safety legislation, including the rights and duties of workers
- Knowledge of the City of Ottawa organizational structure, services, and personnel is considered an asset
- The candidates should have strong interpersonal and communication skills combined with excellent customer service skills, especially during busy periods, stressful situations, or emergencies
- The candidates should be able to communicate effectively and tactfully with municipal staff, elected officials, and members of the general public by telephone and in person
- The candidates should have strong writing skills and the ability to compose professional, clear, and concise responses to written inquiries
- The candidates should be able to organize, multi-task, and prioritize work
- The candidates should exercise sound judgment and discretion in decision-making, 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
- The candidates should be able to work independently and in a team setting
- The candidates should possess an excellent attendance record, be punctual, reliable, and dependable
- The candidates should be flexible and adaptable to deal with varying situations
- The candidates should have strong listening and comprehension skills
- The candidates should have strong organizational skills
- The candidates should be able to work a variety of shifts covering a 24-hour/7-days/week/365-days/year service period
Responsibilities:
- The candidates should be able to understand that 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
- The candidates should be able to provide a gateway to the City so that residents and businesses don’t have to navigate multiple departments to get what they need
- The candidates should be able 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 candidates should be able to provide 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
- The candidates should be able to ensure 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
- The candidates should be able to minimize referrals and transfers to other subject matter experts, where possible, and ensure follow-up where requested
- The candidates should be able to perform work in accordance with corporate/departmental/branch policies, procedures, standards, and guidelines, as well as any applicable legislation/regulations
- The candidates should be able to meet performance and quality assurance standards
How to apply:
If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer (along with your resume) through the below-mentioned details.
We thank all the applicants for showing their interest and trust in us, however, only the most eligible candidates will be selected and conducted for further procedure directly from employers, in between no charges/fees or original documents will be asked from any applicant. All the best!