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Call Centre Agent

2 months ago

Toronto, Ontario, Canada Toronto District School Board Full time
Job Title: Call Centre Agent

Join the Toronto District School Board as a Call Centre Agent and be part of a team that provides exceptional customer service to the community.

Job Summary:

We are seeking a highly skilled and experienced Call Centre Agent to join our team. As a Call Centre Agent, you will be responsible for providing telephone answering service for the general TDSB inquiry number, providing general information to the public, and receiving and re-directing incoming calls from the TDSB's main emergency telephone number.

Key Responsibilities:
  • Provide telephone answering service for the general TDSB inquiry number
  • Provide general information to the public
  • Receive and re-direct incoming calls from the TDSB's main emergency telephone number
  • Monitor surveillance systems for alarms such as fire, power failure, building systems failure, gas detection, and break-ins
  • Monitor video surveillance systems
  • Monitor building automation systems
  • Operate various types of communication systems (telephone, pagers, computer, etc.)
  • Log and track incidents
  • Create emergency maintenance work request notifications
Qualifications:
  • Secondary school diploma and one year of related experience including extensive telephone communication experience, or an equivalent combination of education and experience
  • Proven ability to communicate effectively with a customer service focus
  • Proven ability to deal with difficult calls/situations and to take appropriate action in stressful or emergency situations according to Board and/or department procedures/guidelines
  • Familiarity with telecommunications, radio, surveillance and building automation systems
  • Proficient keyboarding skills
  • Proficiency and expertise in the use of computer technology (e.g., e-mail, word processing, spreadsheets, databases, and SAP PM and Remedy)
  • Ability to document information accurately
  • Knowledge of general office procedures
Work Environment:

The Call Centre Agent will work in a fast-paced environment with a high volume of calls and will be required to work rotating shifts, including days, evenings, and nights.

How to Apply:

To apply for this position, please submit your application in résumé form with a covering letter to the Toronto District School Board. Please include the competition number CUPE C UTE in the subject line of your email. Applications must be received by 4:30 pm on September 25, 2024.