Customer Care Agent

1 week ago

Kingston, Ontario, Canada Ministry of Public and Business Service Delivery Full time

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, at kiosks and by phone.

Our vision is to make Government better through service excellence and innovation. Our Mission is to design and deliver excellent services and solutions and to champion service delivery transformation.

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

Positions Available:

-
1 temporary full-time unilingual position for up to 12 months with possibility of extension:


  • 1 temporary full-time bilingual position for up to 12 months with possibility of extension:
- **2 temporary irregular on-call positions working hours per week for up to 12 months with possibility of 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.

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:

  • provide information and support services to customers using the telephone
- perform various transactions and 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
- 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

PLEASE NOTE:

  • These positions cover a 24/7 business service operation.

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 highvolume 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 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

Relevant Knowledge:

Organizational and Multi-tasking Skills:

  • You have demonstrated organizational skills and the ability to multitask and work effectively in a fastpaced environment

Computer Skills:

  • You have experience using computers (i.e. Intranet, Internet, databases, and electronic manuals) to research, retrieve and summarize information

Additional Information:

Address:

  • 1 Temporary, duration up to 12 months, 1055 Princess St, Kingston, East Region, Criminal Record Check
  • 1 Bilingual Temporary, duration up to 12 months, 1055 Princess St, Kingston, East Region, Criminal Record Check
  • 2 Temporary Irregular On-Call, duration up to 12 months, 1055 Princess St, Kingston, East Region, Criminal Record Check

Compensation Group:

  • Ontario Public Service Employees Union
  • Understanding the job ad definitions
    Schedule:
  • 3.7
    Category:
  • Customer and Client Services
    Posted on:
  • Tuesday, August 22, 2023
    Note:
  • This ad is also available in French.


Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs 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

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