Customer Service Representative, Community Outreach Program

2 weeks ago

Ottawa, Ontario, Canada City of Ottawa Full time

Job Summary

The City of Ottawa is seeking a highly skilled and dedicated individual to join our team as a Customer Service Representative, Community Outreach Program. In this role, you will be responsible for gathering accurate and detailed information from City of Ottawa residents who are applying for a program or service delivered by the Employment and Social Services (ESS) Branch.

You will conduct a telephone interview, complete an assessment based on personal and financial circumstances, determine potential eligibility for a program or service, schedule the applicant to the next point of contact, render decisions of ineligibility and refer callers to other appropriate public or community services for assistance.

You will work in a fast-paced environment, managing call volumes and operating in compliance with legislation, policy, procedures and standards set by the province and the ESS Branch.

Key Responsibilities

  • Conduct telephone interviews and gather accurate and detailed information from applicants
  • Complete assessments based on personal and financial circumstances
  • Determine potential eligibility for programs or services
  • Schedule applicants to the next point of contact
  • Render decisions of ineligibility and refer callers to other appropriate services

Requirements

  • Completion of Grade 12
  • Minimum of 4 years of clerical experience, of which 1 year must be in a social services or customer services field
  • Strong knowledge of ESS programs and services, applicable federal, provincial and municipal legislation, policy and procedures, community resources and computer programs

Language Requirement

Candidates must meet the language requirement for the position upon hire.

Police Record Check

The successful candidate will be required to complete a Vulnerable Sector Check with the Police Services detachment in their jurisdiction to the City of Ottawa's satisfaction.

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