Call Centre Representative

4 weeks ago

Toronto, Canada The Ontario College of Social Workers and Social Service Workers Full time

**Call Centre Representatives (Bilingual) Permanent Full Time**

With over 27,500 registrants, the Ontario College of Social Workers and Social Service Workers (the “College”) is the regulatory body for social workers and social service workers in Ontario. Its mandate is to serve and protect the public interest through self-regulation of the professions. For more information on the College, visit our website at ocswssw.org.

**Position Description**

Join a dynamic team dedicated to public protection and the promotion of ethical and professional practice. The College is looking for several highly motivated bilingual individuals to join its growing staff.

These positions will work in a hybrid model based on position responsibilities, coming into the office two to three times per week.

**Specific Duties and Responsibilities**

Carry out the following as per the established performance standards of the job:
1. Manage a high-call volume, responding to general inquiries and redirecting stakeholders to appropriate departments, as necessary.

4. Liaise with and provide written and verbal information and support as appropriate to stakeholders regarding the College’s role and public protection mandate.

5. Maintain record of all inquiries, including ongoing analytics for Director of Communications.

6. Work collaboratively with the Communications Department to develop and maintain front line key messages for all stakeholders.

7. Engage in active listening with callers, confirming and clarifying information and participate in early resolution processes in order to resolve stakeholder concerns, where appropriate.

8. Research required information for stakeholders using available resources and follow up with individuals where necessary.

9. Work in partnership with other departments to identify and resolve any gaps in service provision.

11. Provide administrative support to the Communications Department, as assigned by the Director of Communications.

12. Provide ad hoc and short-term relief reception and front desk responsibilities.

13. Any other duties that may be assigned.

**Knowledge, Experience & Necessary Qualifications**
- Bilingual (French and English)
- Post-Secondary Degree or Diploma (or equivalent education and experience)
- 2-3 years of similar experience in a customer service/client care/stakeholder relations role
- Exceptional verbal and written communication skills to interact professionally and effectively with all stakeholders.
- Experience working in communications and/or a regulatory environment an asset.
- Knowledge of communications and customer service best practices
- Attentive listening skills to build rapport with callers and manage challenging stakeholder scenarios.
- Proven customer service experience along with patience and diplomacy to manage stakeholder inquiries.
- Advanced skills in assessment, problem-solving and judgment to identify inquiry and determine when it is appropriate to be triaged or escalated.
- Experience managing multiple tasks, setting priorities and meeting deadlines.
- High degree of computer literacy. Advanced computer skills including database management, word processing, and knowledge of MS Office, including Excel, Word and Outlook.

Strong written and oral communication skills, including well-developed interpersonal communication skills and a demonstrated ability to handle sensitive and confidential information professionally and appropriately

**Compensation and Benefits**
- Target hiring salary range is between **$58,000 and 70,000** annually
- The College office is located in downtown Toronto **(close to parking and the subway)**
- Strong **work-life balance**, including flexible schedules, parental leave top-ups, and a **hybrid work model** is in place
- Three weeks starting vacation for permanent staff
- OCSWSSW closes between December 25th and January 1st — an additional week of paid vacation
- Comprehensive health benefits - including vision **(Employer pays all premiums)**
- **Annual health spending account** in addition to health benefit plan
- **Critical Illness Insurance** for employees and their qualified dependents
- Additional support offered through our Family Employee Assistance Plan for all employees **and their immediate household** family members
- Very generous **pension plan,** vesting after one year of service

Please note that the College has implemented a mandatory COVID-19 Vaccination Policy for all staff.

While all responses are appreciated and will be handled with the strictest confidence, only those being considered for interviews will be acknowledged.

**Job Types**: Full-time, Permanent

**Salary**: $58,000.00-$70,000.00 per year

**Benefits**:

- Company events
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

COVID-19 considerations:
Please note that the Co

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