Customer Care Representative

7 months ago

Hamilton, 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 strive to provide customers with a positive service experience and thrive in a fast-paced, team driven environment, then a career as a Customer Care Representative may be for you

Please Note:

- Entry level applicants may be hired at the Customer Service Representative 2 Training (CSR - 2T) level. The Starting salary for the CSR - 2T level $25.35 per hour

**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 quality in-person, and contact centre (telephone) front counter customer services** by providing timely and accurate information related to government programs, products and services in a retail and customer service oriented environment
- provide interpretation of guidelines, directives and procedures
- provide guidance and support to customers in completing documents and forms, and in the use of public access workstations (i.e., online small business registration)
- provide guidance and support to customers experiencing problems accessing or obtaining specialized information, and refer to the appropriate program area or organization for resolution
- process business and individual customer transactions, determining that eligibility requirements are met and obtaining required documents
- collect and process payments, issuing refunds, and reconcile payments with transactions
- maintain files and electronic database systems
- produce a variety of reports and correspondence

**How do I qualify?**:
**Mandatory**:

- You must possess oral French language skills at the advanced level. Your proficiency level will be confirmed before hire.
- Must possess a valid class “G” driver's licence to travel to outreach locations.
- Ability to assemble/disassemble equipment, and lift/transfer equipment up to 60lbs between vehicle and work site as extensive travel to outreach locations may be required in this position.

**Customer Service and Communication Skills**:

- You have experience providing high quality customer service in a front-line environment responding to inquiries, providing advice and information, and resolving customer issues in a high-volume environment
- You are a clear, concise oral communicator and can ask appropriate questions to better understand customer inquiries before responding
- You have written communication skills to prepare correspondence
- You have exceptional interpersonal skills to interact with the public and resolve customer complaints

**Problem Solving and Analytical Skills**:

- You have demonstrated analytical and problem solving skills to probe for information, assess situations and determine appropriate course of action
- You can effectively analyze information to determine the underlying needs of the customer beyond those that may have been initially expressed
- You demonstrate judgement and tact when interacting with customers

**Collaboration and Organizational Skills**:

- You have flexibility and collaboration skills to effectively work in a team-driven environment and ensure that operational requirements are being met
- You can interact with other team members to discuss varying points of views, ideas and opinions to help make decisions
- You have planning and organization skills to organize and prioritize workloads

**Relevant Knowledge**:

- You have general knowledge of government services and programs at the municipal, provincial, and federal level

**Financial and Administrative Skills**:

- You have experience handling cash, and operating cash registers and point of sale machines to process monetary transactions
- You can accurately calculate fees, collect money, balance floats, prepare deposits and reports
- You have administrative skills and can accurately maintain filing systems

**Computer Skills**:

- You have experience using computers (i.e. Intranet, Internet, databases, and electronic manuals) to research, retrie

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