Customer Experience Agent - City of Kingston

Job Details

Customer Experience Agent

  • City City: Kingston
  • Rate of Pay Rate of Pay: Hourly
  • Rate of Pay Amount / Range Rate of Pay Amount / Range: $25.60 - $31.42
  • Positions Available Positions Available: 1
  • Type Type: Part Time
  • Duration Duration: Permanent
  • Avg. Hours/Week Avg. Hours/Week: 0 - 24 hours/week
  • Schedule Schedule: Days, Evenings, Weekends, Shift
  • Education Education: High School

Opening Statement

We acknowledge that the City of Kingston is situated on traditional Anishinabek (Ah- nish-in-ah-bay), Haudenosaunee (Ho-den-o-show-nee) and Huron-Wendat (huron-wen·dat) territory and is the home of many Indigenous peoples. We are grateful to reside and work on this land.

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. Kingstonians enjoy a high quality of life with access to world-class education and research institutions, advanced healthcare facilities, affordable living and vibrant entertainment and tourism activities.

We take our core values of Trust, Respect, Integrity and Pride seriously and apply these standards to everything we do. We foster a working environment that reflects our community’s diversity and respects people’s dignity, ideas and beliefs. The City of Kingston views diversity as its strength and encourages people from all backgrounds, including but not limited to women, racialized groups, Indigenous peoples, Persons with Disabilities and persons who identify as members *2SLGBTQ+ communities, to apply.

Salary: $25.60 - $31.42/Hour

Hours of Work: 0 to 24 hrs/week

Position Summary

Reporting to the Supervisor, Customer Experience, the Customer Experience Agent (part-time) position provides professional and courteous customer service to the general public and departments across the City of Kingston.

This position works in a fast-paced environment and is responsible for frontline counter service as well as administrative support including facility bookings, membership and program registration, payment transactions, fielding inquiries (by phone, email and in-person) and intake/processing of service requests.


  • Represent the City as a frontline employee for a wide range of municipal services
  • Interact with internal and external customers and respond to their inquiries and concerns in a professional and courteous manner
  • Offer multi-channel service delivery at counters, over the phone and online (e-mail, service requests)
  • Handle general inquiries regarding municipal services and programs
  • Resolve, refer or transfer, calls/email/service requests to appropriate City departments, employees or other organizations
  • Other duties, as assigned.

Qualifications, Competencies

  • Grade 12 diploma or equivalent education is required
  • 1-year experience working in a customer service environment
  • Demonstrated work experience in conflict resolution, creative problem solving, resourcefulness, negotiating for success and influencing others
  • Ability to conduct business in French is an asset
  • Must have strong working knowledge of Microsoft Word, Outlook and experience using customer relationship and/or recreation management business applications
  • 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 to exercise discretion, judgment, diplomacy and confidentiality when dealing with the public, employees and stakeholders
  • Typing speed 40 words per minute preferred (tested)
  • Comfortable working in a fast-paced environment
  • Must be adaptable, take initiative and have ability to prioritize tasks
  • Strong communication skills both verbal and written
  • Ability to multi-task with attention to detail
  • Demonstrated accuracy with cash and payment card transactions
  • 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
  • Must obtain and maintain a satisfactory criminal record check.

Closing Statement

Please apply to Career Opportunities at:

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

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.

Perks & Benefits

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Work for the organization that makes Kingston one of the best places to live in Canada. The City of Kingston values its employees who deliver superior service to those who live, work, and play here.