Customer Experience Agent, Regular Part-Time - City of Kingston

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.

We’re the City’s first point of contact, helping residents access services quickly and easily, whether in person, by phone, or online. Our team answers questions, resolves issues, and guides people through processes to ensure every interaction is friendly, efficient, and helpful.

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:

• 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 Office Suite skills including Word, Excel, and Outlook.
• Experience using customer service technologies, databases and software programs required (i.e. customer relationship management systems, recreation management business applications, booking and registration systems, knowledge base databases or comparable technology/system)
• Must demonstrate corporate values of Belonging, Collaboration, Accountability, and Innovation.
• Strong customer service skills with the ability to deal appropriately with contentious situations 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 required (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.

How to apply:

• Submit your online application by 11:59 PM on the job posting closing date. Click the 'APPLY HERE' button to complete your application.
• Applicants must demonstrate in their submission how they meet the minimum education and experience requirements of the position. Please include any relevant education documents (degrees, diplomas, or certificates) to your profile.
• Accommodations are available at all stages of the recruitment and selection process to support a barrier-free experience for all candidates in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA). If you require any accommodations, please let us know. For more information, you can contact us at hrcity@cityofkingston.ca.
• Thank you to everyone who applies. While we value each application, only those advancing in the recruitment process will be contacted. All personal information will be handled in compliance with the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA).
• The City of Kingston may utilize artificial intelligence (AI) assisted tools throughout the recruitment process. All final hiring decisions are made by qualified municipal staff.
• Internal applications: https://bit.ly/city-kingston-internal
• External applications: https://bit.ly/city-kingston-external
• To ensure you don’t miss any updates, please check your spam or junk folders for emails from a City of Kingston account.

Please apply online at:
https://careers.cityofkingston.ca/cl2/xweb/xweb.asp?clid=61577&page=jobdetails&jobid=J0726-0086&BRID=EX380479&SBDID=21701&LANG=1.