Customer Experience Agent - City of Kingston

The City of Kingston is grateful to experience the traditional territories of Anishinabek (Ah-nish-nah-beg), Haudenosaunee (Ho-den-o-show-nee) and Huron-Wendat (huron-wen·dat). Kingston is a smart, livable city in the heart of eastern Ontario. Its stable and diversified economy includes global corporations, innovative start-ups and all levels of government.

At the City of Kingston, we believe that diversity and inclusion are essential elements of a thriving workplace. We value the unique perspectives and experiences that each individual brings to our team. As we continue to grow, we are dedicated to creating an environment where all employees feel welcomed, respected, and empowered to contribute their best work. The City of Kingston views diversity as its strength and we encourage applications from individuals of all backgrounds, including those from underrepresented communities.

As staff, you play a pivotal role in enhancing people's lives by delivering exceptional, customer-centered services of the highest quality. Within our highly ethical environment, you'll embrace accountability by consistently going above and beyond, actively listening to our customers, creatively addressing their needs, and maintaining unwavering respect for all individuals you serve. As a result, you'll become an integral part of our qualified and dynamic team, recognized for its compassion, excellence, integrity, inclusivity, and adaptability.

Position Summary

Reporting to the Supervisor, Customer Experience, the Customer Experience Agent (part-time) works in a fast-paced environment and is responsible for delivering frontline customer service and support for all City services across a variety of channels, including in-person, over the phone, and online.

View full job description on our Current Career Opportunities webpage.

KEY DUTIES & RESPONSIBILITIES:

• Represent the City as the first point of contact, providing support for a wide range of municipal services and programs.
• Respond to a range of inquiries and concerns from internal departments and the public in a professional and courteous manner.
• Offer multi-channel service delivery at counters, over the phone and online (e-mail, service requests), including facility bookings, membership and program registration, payment transactions, fielding inquiries (by phone, email and in-person) and intake/processing of service requests.
• Resolve, and/or triage calls/email/service requests to appropriate City departments, employees or other organizations.
• Responsible for daily cash drawer, reconciling end of day deposits, weekly bank deposits.
• Other duties, as assigned.

Qualifications, Competencies

• Grade 12 diploma or equivalent education is required
• One year frontline customer service experience 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 a counter service operation, including processing cash and payment card transactions.
• Ability to conduct business in French is an asset.
• Must have Basic Microsoft Word and Outlook skills (tested).
• Experience using customer relationship and/or recreation management business applications is considered an asset.
• Must demonstrate the corporate competencies: Customer Focus, Results-Oriented, Integrity and Teamwork.

Skills, Abilities, Work Demands

• Strong customer service skills with the ability to deal appropriately with contentious situations (tested) and problem solve through active listening, while exercising discretion, judgment, diplomacy and confidentiality when dealing with the public and employees.
• Typing speed 45 words per minute preferred (tested).
• Demonstrated strong organizational skills and the capacity to multi-task in a fast-paced environment, responding with flexibility to changing priorities.
• Exceptional interpersonal and communication skills, both verbal and written (empathy, teamwork, positive attitude, professionalism and tact).
• Must be detail-oriented and ensure accuracy of information when communicating with the public.
• Knowledge of the City of Kingston's municipal services and programs.
• Must be able to work daytime, evenings and weekends (flexible hours) in a variety of facilities across the City. This position may require occasional travel between sites and/or City facilities and must provide own transportation.
• Must obtain and maintain a satisfactory criminal record check.

Other Details:

• Salary: $26.62 - $32.68/Hour
• Hours of Work: 0 - 24 hrs/week
• Closing Date: December 23, 2024
• **This position receives 4% in lieu of vacation + 13% in lieu of all benefits in addition to hourly rate of pay**

APPLICATION INSTRUCTIONS

Please apply to Career Opportunities at: www.cityofkingston.ca/Careers

Closing Date: December 23, 2024

Your resumé must demonstrate how you meet position requirements. Please upload to your profile any educational Degrees, Diplomas and/or Certificates that are relevant and required for the position. We thank all who apply, however, only those selected for further consideration will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.

Please inform us of any accommodations we need to make to ensure a barrier-free recruitment experience. Accommodations are available in accordance with the Ontario Human Rights Code (OHRC)and Accessibility for Ontarians with Disabilities Act (AODA) at any stage in the recruitment process. We’re happy to provide more information if you email us at HRCity@cityofkingston.ca.