40 Jobs Found
Service Centre Representative Full-time Job
Customer Service OttawaJob Details
"Applications received may be used to staff current and on-going requirements for up to 6 months"
JOB SUMMARY
You are the first point of contact for all inquiries relating to Human Resources and Payroll, Pensions, and Benefits for City of Ottawa employees. Your responsibilities include using a broad base of knowledge and strong communication skills to provide effective front-line support, guidance, and expertise to employees on related policies, procedures, and practices. You efficiently handle a variety of inquiries, transactions, and issues relating to HR, Payroll, Pensions, and Benefits programs and processes.
Your role involves interpreting and applying HR, payroll, pension, and benefit policies accurately, while exercising good judgment and discretion in your interactions. You also provide support, troubleshooting and problem resolution to users of self-service tools.
Additionally, you are responsible for maintaining the integrity of data in various secure systems, such as the OMERS Pension Plan's site and insurance carrier's site, Canada Life, as well as updating and auditing master data in SAP, in response to employee and manager requests.
EDUCATION AND EXPERIENCE
Completion of 2 year community college diploma in Business or related field
Minimum of 3 years of related experience in a variety of Payroll and/or HR functional areas with an emphasis on front end client service
CERTIFICATIONS AND LICENCES
KNOWLEDGE
- Customer service principles
- The City of Ottawa’s departments, internal operational and administrative procedures, relevant contacts, collective agreements and services
- Working knowledge of Payroll and HR policies, processes and procedures
- Microsoft Office Suite and other corporate standard software as required
- Intermediate knowledge of SAP
- Legislation - Canada Revenue Agency, ESA, CLC, Pension and Benefits Standards Act, Ontario Pension and Benefits Act, MFIPPA, WSIB
- Knowledge of applicable health and safety legislation, including the rights and duties of workers.
COMPETENCIES, SKILLS AND ABILITIES
- Customer service oriented: ability to use effective and tactful oral and written communication skills with clients at all levels of the organization
- Demonstrated knowledge of SAP operation with a HR/Payroll services environment
- Apply collective agreements provisions as they relate to employee transactions
- Excellent organization and time management skills and techniques: ability to plan, organize and carry out work assignments, managing multiple and competing tasks simultaneously and prioritizing work to meet heavy workloads and non-negotiable deadlines
- Strict attention to detail and accuracy in the maintenance of records: ability to produce spreadsheets and statistical reports
- Communication skills with all levels of employees, management and the general public
- Work independently and within a team to develop innovative solutions
- Communicate effectively on complex issues
- Superior client service skills including patient and tactful with clients and other staff
- Highly organized/reliable and flexible
- Integrity, tact, discretion and good judgment in maintaining confidential information
- Takes initiative
- Creative/innovative
- Thorough
- Team player
- Resourceful
- Able to handle multiple tasks and work independently with minimum supervision under tight deadlines
WHAT YOU NEED TO KNOW
- Language Requirement: Various language requirements, locations may require English only, French only OR Bilingual competencies. Some positions require English oral, reading, and writing. Some positions required French oral, reading and writing.
- Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check 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.
- You will 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.
Service Centre Representative
City Of Ottawa
Ottawa - 47kmCustomer Service Full-time
35.26 - 41.26
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Customer Service Agent Full-time Job
Customer Service OttawaJob Details
Successful applicants meeting the employer’s qualification standard will be placed on an eligibility list in order of seniority. This list will be used to staff current and ongoing requirements until 30/06/2024.
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 one-stop 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 250,000 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 in-person 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
Post-secondary 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 multi-service 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, Ottawa.ca, MAP, ITX, VTAX, H2O, ACTIVENet, PRESTO, SAP, VSTATS etc.
- 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 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
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 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.
Customer Service Agent
City Of Ottawa
Ottawa - 47kmCustomer Service Full-time
61,663.42 - 72,157.54
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Bilingual Customer Service Representative (Eng/Fre) Full-time Job
Customer Service OttawaJob Details
SUMMARY
As a member of the BGIS SCS Support Team, you will demonstrate a superior commitment to meeting customer needs by providing prompt and accurate responses to client requests to ensure all aspects of the contract are being fulfilled, with an emphasis on quality control & striving to exceed client expectations.
KEY DUTIES & RESPONSIBILITIES
Functioning as a core member of the Support team and reporting to the Customer Service Coordinator the Customer Service Representative will:
- Be the first line of communication for our customers, as such a positive attitude and “can do” attitude are paramount
- Greet customers warmly and make every customer feel like they are our number one client
- Ensure client's expectations are met, resolving issues quickly, and being proactive with client needs and requirements
- Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; explaining and deploying the best solution to solve the issue; expediting correction or adjustment; following up to ensure resolution
- Place, follow up and close work/supply orders according to established procedures
- Keep accurate records of discussions or correspondence with customers
- Prepare service reports by collecting and analyzing customer information
- Build and maintain relationships with new and existing accounts
- Identify trends and patterns of client issues or work systems, initiate improvement or escalate to appropriate person
- Provide general administrative and reception backup support
- Work as a team player with fellow staff members to optimize productivity
- Represent the company and what we stand for
- Other duties as assigned
KNOWLEDGE & SKILLS
- Demonstrated customer service skills
- Bilingual - English and French a must
- Ability to communicate effectively verbally and in written format with both internal and external stakeholders at all levels
- Professional, courteous, approachable manner with a "can-do" attitude
- Good computer/data entry skills and knowledge of Microsoft Office Software
- Ability to work in a fast paced environment to accomplish multiple goals
- Excellent time management and problem solving skills/ must adhere to tight deadlines/respond quickly to situations/be able to effectively execute solutions
- Self-disciplined and accountable with strong interpersonal skills
- Ability to work independently and as a team
- Ability to multi-task, prioritize work effectively and meet multiple deadlines
- Effective attention to detail and a high degree of accuracy
- Demonstrated ability to deal with change, make decisions and implement creative solutions
- Post-secondary education in a related field or commensurate work experience
- Past customer service and/or sales experience is preferred
BGIS SCS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.
Bilingual Customer Service Representative (Eng/Fre)
BGIS
Ottawa - 47kmCustomer Service Full-time
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Officer, Network Communications & Impact Assessment Full-time Job
Customer Service OttawaJob Details
Job Description
Provides specific impact analysis related to services for major functional groups and for Canada Post’s external customers. Provide clear, comprehensive, up-to-date and easily accessible information related to Canada Post products, services, initiatives, programs and activities, and other required information to support the functional community and in order to assist them in responding to customers.
Job Responsibilities
Below are the main job requirements and responsibilities for the Officer, Network Communications & Impact Assessment.
1. Represent the team in the development of products and initiatives/ processes. Monitor change requests/assessments to confirm all needs have been met. Suggest amendments to change requests if necessary and implement requests on behalf of the function.
2. Review all retail, sales, customer service, and media relations communications to ensure accuracy and impact to customer service. Coordinate and maintain the online contents on various sites/systems as new or more accurate information is acquired. Assess the end user’s need for new and updated information and schedule updates. Compile statistics, analyse and disseminate the result to upper management. Analyse system use and identify KM portal requirements. Recommend enhancements where needed.
3. Deal with software-related problems and intranet system (i.e. Service Zone, TeamSite CMS) by describing “anomalies” to internal and external contacts, log IT incident tickets and service request tickets, participate in ongoing assessments and improvements within TeamSite by providing input to ensure development and/or enhancements respond to front line employee’s needs.
4. Assess need for and create new SIDs (Service Information Documents), information sources, or revise existing documents (impact assessment and communications) in order to provide timely and accurate information to the functional group on matters related to Corporate processes, new activities or procedural changes.
5. Assist in the development and ongoing maintenance of online portal. Monitors the portal to identify documents that need updating. Make necessary changes and forwards document for review to appropriate area responsible for content. Write and translate where needed, messages to announce an operational impact or change that requires immediate attention; that may increase call volumes in the call centers.
Job Responsibilities (continued)
6. Respond to enquiries from functional groups such as Change Management, Configuration Management, Products and Services, Contact Centres, H.O. & Regional Customer Relations as well as Retail & Operations. Lead groups of individuals with expertise in specific areas of Customer Service and Process when required to co-ordinate the implementation of a new product, service or web page. Research existing documents and/or consult with interested parties and obtain agreement as to how issues will be handled. Communicate responses in a written format.
7. Coordinate and release timely distribution of informational material to the function to ensure employees have access to documentation that customers/ employees may have received. Maintain and publish online (HTML, CSS, JavaScript) all content to Service Zone. Manage all content for Service Zones within the Teamsite / Knowledge Management structure using Metadata and Taxonomy (DCR = Document Control Record
8. Respond to enquiries from Customer Service operational groups (CRN, CSN, NPC, Claims, CMG) as well as from other functional groups within the Corporation. Research existing documents (SID, FAQs, etc), databases (Postal Guide, Corporate Manual System, etc), investigate by contacting Product Managers, Process Owners and/or Subject Matter Expert’s (SME) to resolve the issue/enquiry.
9. Co-ordinate and maintain all content within KM. Manage all Expiry and Link Checker reports on a daily basis to ensure content is available, accurate and up to date.
10. Meet with clients to discuss their teams needs when creating/designing new web pages that will facilitate the end users in locating the required material to respond to external customers enquiries.
Qualifications
Education
• Completion of secondary school according to provincial standards or equivalent (GED) is required AND
• Completion of post-secondary (College/University) course(s) in a related field.
Experience
• 2-5 years of related work experience is required.
Other Candidate Requirements
• Enrollment in specific designation and or certifications programs may be required for certain positions.
• Excellent writing, editing and review skills in both English and French
• Excellent knowledge of HTML coding for internet publishing
• Excellent knowledge of Knowledge Management and Taxonomy within Teamsite – CC Professional
• Some knowledge of Java Script, Cascading Style Sheets for internet publishing
• Experience in Customer Service
• Knowledge and experience in Software programs such as:
- Teamsite – CC Professional
- Adobe Dreamweaver
- Adobe Photoshop
- Adobe Acrobat Pro
- Microsoft Word
- Microsoft Powerpoint
- Microsoft Office Access
- Microsoft Excel
Language Requirement: Bilingual Imperative (BBBB)
Officer, Network Communications & Impact Assessment
Canadapost
Ottawa - 47kmCustomer Service Full-time
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