Customer Service Representative

2 weeks ago

Mississauga, Ontario, Canada Regional Municipality of Peel Full time

Job Description:

Customer Service Representative - Human Services Portfolio

Corporate Services - Community Connections

Status:3 Contract Full Time & 2 Contract Part Time; 12 Months**
Salary Range: $53,110 to $66,389 per annum

Work Mode:
Remote _see below for more details about this work mode._

Location: 7120 Hurontario Street, Mississauga

Hours of Work:35 hours per week (Full Time) & 25 hours per week (Part Time)

You will be accountable for:
-
Must be willing and available to work an assortment of scheduled shifts between 7:00am to 8:00pm, Monday to Sunday, including statutory holidays, Peel Region closures and/or emergencies:


  • Adherence to the schedule and performance metrics:
-
Team player with strong communication skills:


  • Providing our residents with an exceptional customer experience
Our service delivery business unit is the frontline contact for Peel Region programs, services and other corporate wide initiatives.

The Region's Customer Contact Centre operates on an 18 hour, 7 days per week, 365 days per year basis.

What you will do in this role:

  • Develop an accurate understanding of all call types to direct calls to specific program areas
  • Document and maintain accurate records in the appropriate system or database
  • Use of knowledge base systems to provide accurate and complete information
  • Facilitate customer service concerns within escalation protocols
  • Take personal accountability for job performance and quality i.e., meeting or exceeding contact centre targets, this includes areas such as satisfaction surveys, quality and adherence to work schedule
  • Participate in and receive feedback/coaching during call quality assessment sessions
  • Adhere to corporate policies, practices, standards and other pertinent legislation such as MFIPPA, PHIPA, etc.
  • Actively participate in team meetings
  • Collaborative team player and be able to work independently
  • Perform other duties as assigned
  • This position requires flexibility in scheduling to meet demands of the business during the year

What the role requires:

  • Minimum High School diploma plus a minimum of one (1) year of customer service/call centre experience, or a combination of education and experience may be considered
  • Previous inbound call centre experience is preferred
  • Salesforce or other comparable Customer Relationship Management (CRM) software experience preferred
  • Five9 cloudbased phone system experience is preferred

Skills/Abilities:

  • Comfortable with Chat, Email, and Twitter
  • Exceptional communication skills, both verbal and written to deal with internal/external inquiries
  • Proficient in MS Office Suites, data entry and accuracy
  • Collaborative team player and be able to work independently
  • Ability to work well under pressure, problem solve and deal with stressful situations
  • Ability to assess calls, identify issues and respond quickly and appropriately
  • Must have strong time management and organizational skills
  • Demonstrated ability to adapt to change in a fastpaced service delivery environment
  • Ability to exercise care and good judgment in correctly transferring calls
  • Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias

Nice to have:

  • Experience with Human/Social Services programs is preferred
  • SAMS and/or OCCMS are preferred
  • Automatic enrolment into OMERS pension plan
  • Accrue Vacation on a monthly basis up to 3 weeks per annum
  • 3 Paid personal days and floating holidays
  • Flexible hours supporting your wellness and wellbeing
  • Annual performance review and merit increases based on performance
  • Supportive leadership and a culture of respect and inclusion
  • Access to tuition reimbursement (where applicable) and learning and development resources

Work Mode & Job Location:
In this role you will have the ability to work mostly remote. You will be required to occasionally attend on-site meetings based on operational requirements at the

7120 Hurontario Street, Mississauga worksite. Your remote work location must be located within the province of Ontario.

**_

The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved._**
Interview: Our recruitment process will be completed with video conference technology.


As part of the Region's ongoing commitment to health and safety, there are enhanced COVID-19 specific safety protocols and/or personal protective equipment requirements (e.g. masks, eye protection, etc.) in place to help protect health and safety. The additional requirements are determined based on the nature of the work being carried out.
**New employees are required to be fully vaccinated against COVID-19 as a condition of employme

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