Customer Support Specialist

**Customer Support Specialist**

Build your future at Ontario One Call

**Company Overview**:
Ontario One Call operates an inbound contact centre, which collects 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 centre, 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.

Reliable We are dependable and accessible

Experts We have the mindset to lead innovation

Caring We 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 Customer Support Specialists 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 Guelph, Ontario office with the opportunity to work a hybrid model of splitting their time between working from home and the office as per company policy. If successful, all new hires will be required to attend mandatory, paid, full-time training, in office and at home, for the first three weeks. Training runs between the hours of 8:00am and 4:00pm.

We are hiring to fill afternoon shifts. The afternoon shift starts as early as 12:00pm, and can go as late as 11:00pm.

This is a **contract position**. The start date is March 27th, with an end date of November 17th. There is the potential for permanency based on performance and availability of open roles. We offer permanent roles (and immediate enrolment in benefits) as they open up. Contract agents must have completed 3 months prior for consideration for permanency.

**COVID-19 Safety Precautions**:
Ontario One Call has a comprehensive safety plan in place to protect employees working in the office including masking and social distancing. 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**:

- 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 a variety of maps to determine validity of requests
- 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 w