Customer Service Agent (15855)

JOB SUMMARY

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 onestop 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 250000 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 inperson 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.

EDUCATION AND EXPERIENCE

Completion of Grade 12

Postsecondary education and/or training related to Customer Service 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 multiservice environment such as a in call centre and/or a counter service operations

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 IP360 Dynamics Liberty Recording System LAGAN Knowledge BASE MAP ITX VTAX H2O ACTIVENet PRESTO SAP VSTATSetc.
• 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.
• Knowledge of City of Ottawa organizational structure services and personnel is an asset

COMPETENCIES SKILLS AND ABILITIES

• 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 inperson
• Strong writing skills and ability to compose professional clear and concise responses to written inquiries
• Organize multitask 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 afterhours 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