If you have experience working with vulnerable people, or working in a customer service/contact centre environment, with a genuine passion to help people, do not miss these great opportunities to work as a Customer Care Representative.

What can I expect to do in this role?

In this role, you will:

• Provide comprehensive information services to a diverse base of customers, including the public and business community, by telephone and/or through mail, Internet and email for Government and Ministry products, programs and service offerings (e.g. Ontario Disability Support Program, Social Service Programs such as Autism, and MyBenefits)
• Provide interpretation of guidelines, directives and procedures
• Provide guidance and support to customers experiencing problems accessing or obtaining specialized information, and refer to the appropriate program area or organization for resolution
• Maintain files and electronic database systems
• Produce a variety of reports and correspondence

Note:

• Entry level applicants may be hired at the Customer Service Representative 2 Training (CSR – 2T) level. Starting salary for the CSR – 2T level: $25.10 per hour
• These positions work in an office environment where shifts can be scheduled between 7:00 am to 7:00 pm

How do I qualify?

Customer Service and Communication Skills

• You have experience providing customer service responding to inquiries, providing advice and information, and resolving customer issues in a high-volume, customer service or call centre environment
• You are a clear, concise oral communicator and can ask appropriate questions to better understand customer inquiries
• You have written communication skills to prepare correspondence
• You have exceptional interpersonal skills to interact with the public and resolve customer complaints

Problem Solving and Analytical Skills

• You have demonstrated analytical and problem solving skills to probe for information, assess situations and determine appropriate course of action
• You can effectively analyze information to determine the underlying needs of the customer beyond those that may have been initially expressed
• You demonstrate judgement and tact when interacting with customers

Collaboration and Organizational Skills

• You have flexibility and collaboration skills to effectively work in a team-driven environment and ensure that operational requirements are being met
• You can interact with other team members to discuss varying points of views, ideas and opinions to help make decisions
• You have planning and organization skills to organize and prioritize workloads

Relevant Knowledge

• You have general knowledge of government services and programs at the municipal, provincial, and federal level
• You have demonstrated ability to reference, research and apply relevant legislation, regulations and guidelines (e.g. where applicable, Freedom of Information and Privacy Act, Citizenship and Immigration Canada guidelines, etc.) in order to determine whether or not information can be disclosed to customers

Computer Skills

• You are proficient with word processing, spreadsheet, database, email and internet applications
• You have experience using computers (i.e. Intranet, Internet, databases, and electronic manuals) to research, retrieve and summarize information