311 CONTACT CENTRE SVCS REPRESENTATIVE

Position Details 311 Toronto Contact Centre Service Representative (PT‑CSR) Division & Section: Customer Experience, CX Channel Operations Job Type: Temporary (12 months), Part time Location: Metro Hall, 55 John Street, Toronto, ON M5V 0C4 Hourly Rate: $36.77 – $40.13 Shift Information: Various to cover 24/7 operation (Days, Afternoons, Overnight, Weekend/Holidays) About The Role As a 311 Toronto Contact Centre Service Representative you are the gateway to city information, programs and services. 311 Toronto is committed to putting customers first and ensuring every interaction provides exceptional service throughout the customer journey by using a solution‑focused mindset to resolve all customer inquiries via multiple channels. You will provide world‑class service during each interaction by using strong critical‑thinking skills and investigating and researching to drive resolution. Major Responsibilities Answer inquiries and complaints by telephone, email, in person or through self‑serve channels. Explain policies and procedures to the public, refer calls to proper authorities, initiate service requests and record related information. Use knowledge in multiple functional areas to carry out duties. Keep informed on activities of the City. Conduct research and analysis to develop service options for interested parties. Provide verbal and written communications for all inquiries and requests for City services. Utilize customer service skills to address inquiries, customer concerns and service requests. Use knowledge of City operations to guide customers and advocate on their behalf. Liaise with internal divisions, Emergency Services, and contracted service providers. Enter, retrieve and interpret data in customer relationship management and/or work management system databases. Interpret and provide information on compliance with applicable legislation, by‑laws, policies and procedures. Utilize delegated authority to make decisions and critical recommendations (e.g., approve eligibility for licensing). Perform general clerical duties. Redirect calls as necessary and take messages. Key Qualifications Considerable experience in a high‑volume centre (e.g., Telecommunications) receiving inbound communications including phone, e‑mail, social media (e.g., Twitter), live chat, etc. Considerable experience providing exceptional customer service, including experience with de‑escalation techniques and managing difficult calls. Considerable experience with multi‑tasking large volumes of information including researching, assessing, recording and reporting data, while navigating multiple applications and computer screens. Considerable experience with call/contact centre technologies, databases and software (e.g., Customer Relationship Management applications, workforce management tools, knowledge base databases). Additional Qualifications Ability to listen empathetically, interpret and respond with exceptional oral and written interpersonal skills. Provide pre‑emptive solutions with confidence and tact when dealing with confidential, sensitive and challenging situations. Ability to navigate multiple systems to provide first‑call resolution. Have strong technical skills to promote digital and self‑service options. Possess strong knowledge of contact centre principles, practices, and key performance metrics. Ability to adapt with emotional resilience in a fast‑paced environment. Proficiency in conflict resolution techniques to effectively manage interactions with upset customers. Ability to use robust multi‑tasking skills (e.g., log calls, navigate multiple systems and interact with the customer simultaneously). Proven ability to thrive in a busy environment, working independently to achieve strategic goals. Great communication (both verbal and written) skills. Ability to learn new systems quickly. Strong research and knowledge gathering skills. Ability to keep accurate records efficiently. Ability to work with tight deadlines. Ability to use Microsoft Office: Word, Excel. Availability to work flexible hours, including days, evenings, weekends, and holidays to meet customer needs. Equity, Diversity and Inclusion The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity. Accommodation The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier‑free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require code‑protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability‑related accommodation during the application process is available upon request. Learn more about the City’s hiring policies and accommodation process. #J-18808-Ljbffr