Call Centre Agent

7 months ago

Toronto, Canada Toronto Community Housing Full time

Job #:
**8407**
- Division:
- Vacancy Type:
**Full-time Permanent & Full-time Temporary**
- Affiliation:
**Union: CUPE 79**
- Contract Length:
- Grade:
**TCHC 4**
- # of Vacancies:
**1**
- Salary/Hourly Range:
**33.04 - 36.19**
- Hiring range/wage:
**33.04**
- Work Details (Days/hours):
**35 hours per week, Monday-Sunday**
- Posted Date:
**2/5/24**
- Existing or New:
**Existing**
- Deadline to Apply:
**2/19/24**

**Please note**:
An Eligibility List will be created from this competition and will be in effect for up to six (6) months for future Temporary and Permanent Call Centre Agent positions that may become available.

**What we offer**

In addition to competitive wages and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

- Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
- Three Weeks paid annual vacation days, increasing with years of service;
- Four (4) paid personal days;
- Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
- Health and dental benefits;
- Employee and family assistance program;
- Maternity and parental leave top up (93% of base salary);
- Training and development programs including tuition reimbursement of $1500 per calendar year.
- Fitness membership discount;
**Make a difference**

Do you have a knack for working with people? Do you enjoy juggling multiple tasks? Are you a detail oriented and organized person? Do you have a positive attitude and good communication skills? If so, we want you

Working as a Call Centre Agent at Toronto Community Housing is dynamic and rewarding. You get to work and interact with members of our community in a manner that supports TCHC’s tenant focused culture, having the opportunity to see how your actions impact the tenants we serve. If this sounds like the right fit for you, send us your resume today

**What you'll do**
- Receive and provide responses to callers (through a call management system) for information regarding TCHC and available social services (e.g. resolving rent problems, clarifying arrears letters, assisting in the administration of transfers, etc.)
- Receive and provide support to callers requesting non-emergency & emergency maintenance service by probing for details, completing work order request forms and dispatching based on defined protocols.
- Tracks records of call interactions.
- Exercise judgment, tact and discretion to respect privacy and confidentiality.
- Identify problems and recommend solutions to assist with any issues that arise.
- Monitor TCHC customer feedback, identifying recurring concerns and relay positive input and critique to Supervisor for consideration
- Identify urgency of calls such as gas leaks, no heat during winter months, elevator problems, lockouts, fire alarms, etc.
- Perform various administrative tasks to support the Client Care Centre.

**What you’ll need**
- Demonstrated experience in providing excellent customer service
- Proven experience providing welcoming, respectful and accessible service to a diverse population (age, race, language, gender, sexual orientation, culture and disability)
- Ability to learn to resolve rent problems, calculate rent and clarify arrears letters
- A commitment to excellent tenant service
- Ability to recognize possible situations that may demand immediate action (i.e. harassment or discrimination)
- Sensitive to the issues that affect TCHC communities and tenants
- Ability to recognize and respond to conflict in a manner that respects the dignity and human rights of individuals and groups
- Ability to learn about the practices specific to housing and social requirements of special needs client groups
- Ability to work rotating day, evening and weekend shifts on a 24-hour and/or 365 day basis.

**What’s next**

Once you apply, we’ll review your resume and contact you if your skills and experience match the qualifications for the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.

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