UNIT: Union of technical and professional office employees of the City of Laval

JOB POSTING NUMBER: 1663

POSTING PERIOD: From September 24 to 28, 2025

SERVICE: Citizen Experience Service

DIVISION: Citizen Relations Division

SALARY: 27.47$/ h

SCHEDULE: Variable, no guaranteed hours, but can go up to 40 hours per week. Work availability is according to the following schedule: Monday to Friday between 7 AM and 9 PM as well as Saturdays, Sundays, and holidays between 8 AM and 5 PM.

WORK MODE: Hybrid

WORK LOCATION: 1333 BOUL CHOMEDEY Laval H7V 3Y1

The challenges that await you

For its contact center, Citizen Relations Division, the Citizen Experience Service is looking for employees to be the designated person of the contact center - 311 call center and multi-service counter to respond to requests for information, interventions, complaints, and comments from the citizens of the City of Laval.

Your role:

• You will perform various tasks involving the reception, analysis, processing, transmission, and follow-up of requests for information 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 requests for information, inquiries, complaints, comments, and/or suggestions addressed in person, by phone, and in writing.

The selection process:

Includes various elimination steps in this order:

• Online French test;
• In-person interviews will take place on the following dates: October 7, 9, 14, and 16.
• Customer service tests;
• Oral English test;
• Pre-employment verification.

For this position, in-person training of approximately 4 to 6 weeks full-time (40 hours/week) will be required and will start at the end of November or early January for the 2nd cohort.

The ideal profile for us

• High school diploma (DES);
• Two (2) years of relevant experience in a call center or customer service;
• Possess a good quality of French, both oral and written;
• Be comfortable orally as well as in writing in English;
• Good interpersonal communication skills and good stress resistance.

Skills

• Oral communication
• Work motivation
• Customer orientation
• Analytical ability
• Listening skills
• Empathy
• Decision making / Judgment
• Autonomy
• Ability to work in a team

The benefits of being part of our team

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 in a pleasant environment.

For this position, we offer the following working conditions:

Work schedule:

The contact center is open 7 days a week, Monday to Friday between 7 AM and 9 PM as well as Saturdays, Sundays, and holidays between 8 AM and 5 PM. It is located at 1333 boulevard Chomedey in Laval.

Number of working hours per week:

• Variable according to service needs: can go up to a maximum of 40 hours per week
• We do not offer a guarantee of hours per week
• Schedules are established about 1 week in advance

Working conditions offered:

• Offered salary: 27.47 $ / hour;
• Hybrid work mode;
• Contract until the end of December 2026, with the possibility of renewal;
• Work location easily accessible with free parking;
• Possibility to accumulate overtime.

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

To apply