Service Agent - On Call

UNIT:
Union of Technical and Professional Office Employees of the City of Laval

JOB POSTING NUMBER: 3749

POSTING PERIOD:
From May 21 to May 25, 2026

SERVICE:
Citizen Experience Service

DIVISION:
Citizen Relations Division

SALARY: $27.47/hour

SCHEDULE:

Variable according to service needs: up to a maximum of 40 hours per week, with no guarantee of minimum hours. You must be available according to the following schedule:
Monday to Friday from 7 AM to 7 PM and Saturday from 8 AM to 5 PM

WORK MODE:
Mostly in-person with the possibility of remote work based on operational needs

WORK LOCATION:

Citizen Experience, Citizen Relations, 1333 CHOMEDEY BLVD GROUND FLOOR A/S CITIZEN RELATIONS LAVAL H7V 3Y1

You will perform various tasks involving the reception, analysis, processing, transmission, and follow‑up of information requests and interventions received by phone, in person, and in writing at the Citizen Relations Division of the Citizen Experience Service.

You will identify the nature and ensure the follow‑up of information requests, inquiries, complaints, comments, and/or suggestions addressed in person, by phone, and in writing.

• Hold a secondary school diploma;
• Two (2) years of relevant experience in a call center or customer service;
• Possess a good command of French, both spoken and written;
• Be comfortable speaking and writing in English;
• Good interpersonal communication skills and good stress resistance.

* If you are selected, you must be available during the day in person for interviews that will take place on:
June 11, 12, 15, 18 from 11 AM to 12 PM and June 11, 15, 17, 18 from 1 PM to 4 PM

** You must be available according to the service's opening hours, from Monday to Saturday, (30 hours/week) for in‑person training of approximately 4 to 6 weeks at the end of July or early August.

• Collaboration
• Emotional intelligence
• Language proficiency
• Customer orientation
• Results orientation
• Openness to diversity
• Interaction with others
• Analytical ability

Includes various elimination steps in this order:

• Online French test;
• In‑person interviews will take place on the following dates:
  June 11, 12, 15, 18 from 11 AM to 12 PM and June 11, 15, 17, 18 from 1 PM to 4 PM
• Customer service tests;
• Oral English test;
• Pre‑employment verification.

We invite you to regularly check your email inbox, as most communications regarding the hiring process and tests will be sent there.

Choosing the City of Laval means working for the third largest city in Quebec on diverse and stimulating mandates. It also means having the opportunity to grow within a human, committed team that enjoys working with pleasure.

For this position, we offer:

• A competitive hourly rate of $27.47/hour
• A contract until the end of December 2026, with the possibility of renewal
• A unique experience to discover the municipal world while having a direct impact on citizens
• A passionate, dynamic, and committed team

Only those who meet the requirements will be contacted.

The City of Laval is committed to promoting an inclusive and equitable work environment as part of its employment equity program. It recognizes and values diversity in all its forms and invites women, visible and ethnic minorities, Indigenous peoples, and persons with disabilities to apply.

If you need special accommodations to participate in the selection process, please let us know as soon as you receive your invitation.