Job Detail

At ServiceOntario, we are committed to providing the citizens of Ontario with fast, friendly and easy access to Ontario government information and services - online, in person, and by phone.

Our vision is to be recognized for meeting or exceeding customer expectations with our service, solutions, leadership and people…EVERY TIME.

If you are an excellent telephone communicator, enjoy working in a fast-paced, team driven environment, then a career in our contact centre as a customer care agent may be for you! We are seeking candidates to fill full-time and part-time positions.

Positions available:

• 2 temporary full-time unilingual positions in North York for up to 12 months with possible extension
• 2 temporary full-time bilingual positions in North York for up to 12 months with possible extension

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?

You will:

• contribute to a team that provides 24/7 access to information and support services to customers using the telephone
• support electronic transactions related to government programs, services, legislation, policies and procedures
• proactively provide guidance and support to customers in completing forms and in the use of self-service systems
• review and respond to email, mail and fax inquiries
• research and verify information via databases, websites, and resource documents
• maintain accurate documentation on transactions and identify frequent requests and recurring complaints, and provide input regarding improvements to websites, information tools, resource databases

How do I qualify?

Mandatory for bilingual position only:

• You must possess oral French language skills at the advanced level. Your proficiency level will be confirmed before hire.

Customer Service and Interpersonal Skills:

• You have customer service experience responding to inquiries, providing accurate information and resolving customer issues in a high-volume environment.
• You have interpersonal skills to interact with the public, to collaborate in a team driven environment to ensure that operational requirements are being met.
• You can effectively adapt services to meet the varying needs of customers.

Research, Analysis and Problem-Solving Skills:

• 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, business communications, etc.) in order to support the accurate completion of forms and transactions.
• You can effectively probe for information, assess situations and determine the underlying needs of the customer beyond those that may have been initially expressed.
• You have knowledge of research and information gathering methods.

Communication Skills:

• You are a clear, concise oral communicator and have experience providing detailed explanations of programs, services or procedures to customers.
• You have experience providing written responses to customers' requests for information.
• You have experience applying effective telephone techniques, customer service principles and quality standards when dealing with diverse inquiries and client groups.

Relevant Knowledge:

• You have the ability to acquire and apply knowledge of government services and programs at the municipal, provincial, and federal level.

Organizational and Multi-tasking Skills:

• You have demonstrated organizational skills and the ability to multi-task and work effectively in a fast-paced environment.

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.

Additional Information:

Note:

• This ad is also available in French.
• In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
  
  Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Development Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
  
  A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
• E-MG-183569/22(4)