311 Contact Centre Svcs Representative

**Job ID**: 52999

**Job Category**:Customer Service

**Division & Section**:Customer Experience, CX Channel Operations

**Work Location**:Metro Hall, 55 John St., Toronto

**Job Type & Duration**:Part-time, Indefinite

**Hourly Rate**:$35.17 - $38.53

**Shift Information**: Various, to cover 24/7 operation (Days, Afternoons, Overnight, Weekend/Holidays)

**Affiliation**: L79 Unit B PT
**Number of Positions Open**: 15

**Posting Period**:27-JAN-2025 to 10-FEB-2025

**SHIFT REQUIREMENTS**:
Must be available to work varied shifts (days, afternoons, and overnight shifts), including Saturdays & Sundays and holidays. Work schedules are posted four (4) weeks in advance and hours of work will be determined based on operational needs, including call-in shift coverage. Shifts scheduled can range from 3 hour up to 8 hours shifts per schedule based on seniority.

**Major Responsibilities**:

- Explains policies and procedures to the public, refers calls to proper authorities, when necessary, initiates service requests and records related information.
- Uses specialized knowledge in multiple functional areas to carry out duties in a timely, efficient, and accurate manner.
- Conducts research and analysis to develop service options for interested parties.
- Provides effective verbal and written communications to all inquiries and requests for City services.
- Utilizes customer service skills to effectively respond to inquiries and service requests.
- Uses knowledge of City operations to guide customers and advocate on their behalf.
- Liaises with internal divisions, Emergency Services, and contracted service providers.
- Enters, retrieves, and interprets data in customer relationship management and/or work management system databases; Refers escalated issues to the supervisor and/or manager when applicable
- Interprets and provides information on compliance requirements for applicable legislation, bylaws, policies, and procedures.
- Utilizes delegated authority to make decisions and critical recommendations (e.g., approve eligibility for licensing, etc.).
- Performs general clerical duties as required. Redirects calls as necessary and may perform message taking function.

**Key Qualifications**:

- Considerable experience providing first class customer service, including experience with de-escalation techniques and managing difficult calls.

**You must also have**:

- Highly developed interpersonal skills, including excellent oral and written communications skills, with the ability to empathetically listen, interpret and respond.
- Ability to deal with difficult clients, de-escalate and diffuse challenging situations and successfully resolve customer issues in a diplomatic, unbiased, and professional manner.
- Ability to exercise sound judgement, tact and diplomacy when dealing with confidential and sensitive information.
- Strong analytical, problem solving, multi-tasking, organizational and time management skills, with the ability to work independently with little direction and as a member of a team.
- Excellent keyboarding and proof-reading skills with emphasis on accuracy and attention to detail.
- Ability to interpret and provide compliance information on legislation as it relates to specific program areas.
- Knowledge of contact centre principles, practices, and key performance metrics.
- Must be available to work varied shifts including evenings, nights, weekends, and statutory/religious holidays.
- Must be available to work overtime when required.

**NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES**:
**Equity, Diversity and Inclusion**

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

**Accommodation