Client Service Agent

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

Application Close: 31/07/2025

• Applications received will be used to staff current and ongoing requirements for 12 months.

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.

Completion of Grade 12.
Post-secondary education and/or training related to Customer Services is an asset.
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 call centre and/or counter service operations.

• Knowledge of customer service delivery mechanisms and computer programs as they relate to products and services within the Client Service Centre.
• Customer Service practices and strategies to resolving customer-related complaints.
• Corporate Microsoft computer applications: MS Word, 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.
• General office equipment.
• 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.
• Knowledge of City of Ottawa organizational structure, services, and personnel is an asset.

• 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.
• Work a variety of shifts covering a 24-hour/7-days/week/365-days/year service period.

• Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading, writing; English: oral, reading, writing. Candidates must meet language requirement for position upon hire.
• 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 checks completed by a third-party company will not be accepted.
• This position requires the successful candidate to use their own transportation.
• You may initially be paid 95% of your starting rate of pay, in accordance with the collective agreement.
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.

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. We encourage applications from members of Indigenous, Black, and other racialized communities, persons with disabilities, women, and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities, and expressions.

Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire.

The City of Ottawa provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the selection process, please advise us if you require any accommodation.

Accessible formats and communication supports are available upon request. Please contact the HR Service Centre (email: HRServiceCentre@Ottawa.ca) at 613-580-2424, extension 47411.