Customer Service Representative

**Job Description**:
**Customer Service Representative**

**Public Works - Operations Support**

**Two Positions**:
**One (1) Regular Part-Time**

**One (1) Contract Part-Time, 24 Months**

**Pay Band 3 - Entry Level Hourly rate: $23.99**

**Work Mode**:_Hybrid _*see below for more details about this work mode_

**Location**:_ 2 Copper Road, Brampton_

**Hours of Work**:_17.5 Hours/week (Various shifts Monday to Friday between 7:00am - 6:00pm)_

Public Works Customer Service operates 24 hours a day, 7 days a week, 365 days of the year. After hours, the CSRs also provide emergency response for situations related to the Public Works Water/Wastewater/Roads Operational Yards, Public Works Facility, Fleet & Inventory Services and Environment Control. Overnight they also a single point of contact for calls related to Health, Peel Living, Ontario Works, Transhelp and Property Management.

Public Works Customer Service also provides services to internal customers as a central communication center; monitoring various alarms, mailing out information, communicating with Police and Fire and completing a Central Dispatch function for requests for service from the operational public works yards

**_
What you will do_**_:_**
- Responding tactfully and diplomatically to incoming calls from the general public, internal staff, Police and Fire in a call centre environment.
- Monitoring alarms for Wastewater flow monitors, Long Term Care elevators and Real Property Asset Management and dispatching alarms to the appropriate contact.
- Completing a Central Dispatch function for the requests for service from one of the Operational Yards documented by the Corporate Tier I Call Centre.
- Fanning out emergency notifications received from the Overall Responsible Operator, Conservation Authorities and special weather alerts.
- Operating the two-way radio Voice Communications System (VCOM) and providing back-up service for all talk groups.
- Assessing the level of response required for all calls, radio communication, service requests and alarms.
- Providing administrative support by filling orders and completing data-entry.
- Documenting and maintaining accurate records of all communication and activities.
- Relaying information on behalf of the callers for other Regional employees for resolution where applicable.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- Other duties as assigned.

**_ What we require_**_:_**
- Secondary school diploma, combined with a minimum one-year office experience, preferably in a front-line call centre environment. An equivalent combination of education and/or experience may be considered.
- Exceptional communication skills, both verbal and written.
- Ability to work well under pressure, problem solve and deal with stressful situations.
- Ability to work in a fast-paced customer service environment.
- Ability to assess calls, identify issues and respond quickly and appropriately.
- Detail oriented to maintain accurate records.
- Collaborative team player and able to work independently with little supervision.
- Strong time-management, multi-tasking and organizational skills.
- Must be able to read maps.
- Previous exposure to multi-lined phones and two-way radios would be an asset.
- Experience using Hansen and iPal would be considered an asset.
- Availability on weekdays also would be considered an asset.
- Must be available to participate in the CSR on Stand-by program.

**Location**: In this role you will have the ability to work remotely and attend on-site when required based on operational requirements at the **2 Copper Road, Brampton, ON** worksite. The frequency of on-site activities may vary on a weekly basis and based on operational requirements. Your remote work location must be located within the province of Ontario.

**Interview**: Our recruitment process will be completed with video conference technology.

**As part of the Region’s ongoing commitment to health and safety, there are enhanced COVID-19 specific safety protocols and/or personal protective equipment requirements (e.g. masks, eye protection, etc.) in place to help protect health and safety. The additional requirements are determined based on the nature of the work being carried out.**

About Us:
Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. The Region of Peel delivers essential services to more than 1.5 million residents and approximately 175,000 businesses.

We’re working to create a community that is safe, inclusive, and accessible. A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.

Our workforce is 6,500 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care suppor