Job Description
Full job description
Requisition ID: 22333
Department: Finance and Corporate Services Dept.
Service: Service Ottawa
Branch: Call Centre Services Branch
Employment Type: Mutiple 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: 26/05/2026
Successful applicants will be used to staff current and on-going requirements for 12 months
JOB SUMMARY
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.
EDUCATION AND EXPERIENCE
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 a in call centre and/or a counter service operations
KNOWLEDGE
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 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.
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
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 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
WHAT YOU NEED TO KNOW
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.
Police Record Check: The 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.; Police record checks completed by a third-party company will not be accepted.
Driver’s License Requirement: 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, ****** 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 to applicants during all parts of the hiring process, upon request. 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 Employee Service Centre at 613-XXXXXX extension 12211 or via email at esc-cse@ottawa.ca.
Requisition ID: 22333
Department: Finance and Corporate Services Dept.
Service: Service Ottawa
Branch: Call Centre Services Branch
Employment Type: Mutiple 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: 26/05/2026
Successful applicants will be used to staff current and on-going requirements for 12 months
JOB SUMMARY
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.
EDUCATION AND EXPERIENCE
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 a in call centre and/or a counter service operations
KNOWLEDGE
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 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.
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
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 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
WHAT YOU NEED TO KNOW
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.
Police Record Check: The 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.; Police record checks completed by a third-party company will not be accepted.
Driver’s License Requirement: 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, ****** 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 to applicants during all parts of the hiring process, upon request. 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 Employee Service Centre at 613-XXXXXX extension 12211 or via email at esc-cse@ottawa.ca.
💡 Quick Summary
Seeking a career-building opportunity? The Client Service Agent position is now open for candidates interested in the Government Job Alert sector. This role in Ottawa offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Government Job Alert is a plus.
