Contact Centre Agent

Build your future at Ontario One Call
**Company Overview**:
Ontario One Call is integral to ensuring the safety of our communities and the protection of millions.
Ontario One Call operates inbound contact centres which collect information from people planning to dig, to assist in identifying underground infrastructure. You would be truly amazed at what is buried beneath your feet In addition to our contact centres, we are also responsible for public education, industry outreach and compliance. Ontario One Call is a not-for-profit governed by a Board of Directors representative of the underground infrastructure and excavation industries.
**Core Values**:
At Ontario One Call we are Reliable Experts who Care.
- ReliableWe are dependable and accessible
- ExpertsWe have the mindset to lead innovation
- CaringWe ensure the safety and well-being in our communities.

Do you have what it takes to join our team?
**Position Overview**:
Ontario One Call is currently hiring multiple Contact Center Agents to assist with processing excavation requests received year-round. These highly motivated individuals are dependable, team-orientated and possess strong communication skills. They understand the natural fluctuations in work volume, and are capable of rising to the challenge of our particularly busy “dig season” while utilizing quieter moments to complete training and level up their skills.
This role reports to a Team Lead and is based out of our Sudbury, Ontario office with the opportunity to work a hybrid model of splitting their time between work and the office as per company policy. If successful, all new hires will be required to attend mandatory, paid, full-time training, in office, for the first three weeks. Training runs between the hours of 8:30am and 4:30pm.
**COVID-19 Safety Precautions**:
Ontario One Call has a comprehensive safety plan in place to protect employees working in the office including masking and vaccination. Employees are not required to serve the public face-to-face, they perform their duties over the phone or via the internet. Once an employee successfully completes the training and the probationary period they may earn the option to transfer to a hybrid model of working part time in the office and part time from home.

**Primary Responsibilities**:
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Receive inbound calls from excavators and homeowners who plan to disturb the ground, asking pertinent and scripted questions
- Make changes to or cancel locate requests as directed by callers, ensuring to get all pertinent information when doing so
- Handle emergency calls in a timely and efficient manner
- Analyze maps to provide office clearances
- Make outbound phone calls to obtain clarification on digging requests
- Answer locate related questions
- Escalate calls when appropriate
- Review additional training material as may be required, staying well informed about changes to processes and the organization
- Handle all interactions in a professional manner

**Qualifications**:

- Must be able to speak, read and write fluently in English. Fluency in French is an asset
- Intermediate skill with MS Office Suite
- Prior use of scheduling software to read individual scheduled shifts/breaks/time off
- Use of virtual ‘soft’ phones an asset
- Familiarity with online maps, such as google maps is a strong asset
- Work schedule flexibility is key. Outstanding attendance and punctuality is required
- Ability to read and interpret directions and instructions by phone or computer
- Effectively communicate with various communication styles
- Exceptional customer service skills
- Excellent attention to detail
- Ability to follow and understand protocol
- Skilled at multi-tasking and handling large workloads in a fast paced environment

**Technical Requirements**:

- High speed internet connection delivered via Fibre, Cable or DSL
- Computer that meets the following specifications:

- Windows 10 (all updates applied)
- Minimum Intel i3
- Minimum 4GB RAM
- Minimum 512 MB disk space free
- Computer connected to internet via Ethernet cable (WIFI connections are NOT supported)
- Antivirus software (installed and up to date)
- Ability to install Cisco Anyconnect VPN and Avaya Communicator
- Use password ‘on1call’ to perform a speed test on our custom server
- Take a screenshot of the results screen and save it as a pdf file

**Education/Experience**:

- High school diploma (or equivalent) and minimum 1 year completion of post secondary education
- 2+ years of customer service experience with the general public
- Industry experience in a call centre or administration are an asset

**Rewards**:

- Starting salary $41,236/annum
- 10 paid personal emergency leave days
- 3 weeks’ paid vacation/year
- Extensive health, dental and life insurance benefits
- Highly engaged workforce and excellent workplace culture
- Diverse and inclusive environment
- Extensive 3 weeks of paid training
- Consistent coaching sessions providing supportive environment
- Fully