Officer, Contact Centre Services

Job Requisition ID: 12263

Position Status: Temporary Full Time

Position Type: Hybrid

Office Location: Ottawa (ON); Montreal (QC); Toronto (ON)

Travel Requirement: Limited

Language Designation: Bilingual

Language Skill Levels (Read/Write/Speak): CBC

Security Requirement: Reliability Status

Salary: Our salaries generally range from $ 62393.27 to $ 77991.59 and are based on qualifications and experience.

About CMHC

The work you do and the work we do together matters. We come to work every day with a common purpose: to contribute to a well-functioning housing system.

At CMHC, we hold ourselves accountable for our results and support our colleagues in their achievements. We thrive on collaboration, connecting across CMHC and involving the right people to get our work done. Our leadership style is guided by trust, where our leaders favour an adaptive approach based on the needs of their teams.

Join us and be part of a team that's committed to making a real difference and be part of something meaningful.

What’s in it for you

We’ve got the purpose, the people and the perks you need for a fulfilling career. Here’s the comprehensive and generous benefits you get when you’re a contract employee:

• Accrued vacation.
• Annual individual performance bonus.
• Group insurance coverage to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more.
• An inclusive workplace culture and environment.

About the role

Join the Corporate Call Centre Team, in the Bilingual Officer, Contact Centre Services position. In this role, you will deliver high‑quality client support and contribute to an exceptional client experience.

There are two temporary positions with a duration of 13 months and 24 months.

The Corporate Call Centre operates Monday to Friday from 8:00 AM to 6:00 PM (EST). You will be expected to work rotating shifts within these hours in a fast‑paced, high‑volume environment.

What you’ll do:

• Act as a trusted customer service advisor, delivering high quality, knowledgeable, and professional support across all client interactions, while continuously enhancing the overall client experience.
• Capture, analyze, and escalate client feedback and concerns, identifying trends and proposing practical solutions to improve service delivery and client satisfaction.
• Work closely with internal business partners to refine, develop, and enhance client facing information, tools, and service delivery approaches across multiple channels.
• Operate effectively within a virtual, collaborative team environment to ensure client inquiries and issues are addressed promptly, accurately, and in alignment with service standards.
• Monitor and maintain accurate tracking of customer feedback, inquiries, and suggestions, ensuring data integrity, completeness, and actionable insights.
• Respond to client inquiries with clarity and precision, consistently meeting established KPIs and SLAs while maintaining a client focused approach.
• Contribute to continuous improvement initiatives by identifying opportunities to streamline processes, enhance service quality, and optimize the client experience.

What you should have:

• A post-secondary education, or an equivalent combination of education and experience.
• A minimum of three (3) years’ experience in a customer service or client support role.
• A general understanding of CMHC programs, products, and services, or experience applying comparable knowledge in the housing, financial services, or public sector environment.
• A result oriented, proactive, and technology savvy mindset, with demonstrated proficiency in AI tools, Microsoft Office Suite (including Excel), CRM systems, and contact centre technologies, and the ability to adapt and thrive in a dynamic, fast paced environment.
• Strong oral and written communication skills in both official languages (English and French), with the ability to communicate complex information in a clear, accessible, and engaging manner to diverse client groups.
• Excellent interpersonal and relationship building skills, with a demonstrated commitment to delivering outstanding customer service.
• A proven experience working in high volume environments, managing multiple priorities while maintaining accuracy and attention to detail.
• The ability to collaborate across teams and functions, contributing to a culture of accountability, responsiveness, and continuous improvement.

Posting closing date: Note, the competition will remain active until filled.

Our commitment to diversity, equity, and inclusion

We’re committed to employment equity and encourage women, Indigenous Peoples, persons with disabilities, veterans and persons of all races, ethnicities, religions, abilities, sexual orientations, and gender identities and expressions to apply. We also welcome applications from non-Canadians who are eligible to work in Canada.

CMHC is an inclusive workplace where diversity of thought – and of people – are recognized, valued, and considered essential to achieving our mission.

Learn more about our commitment to diversity and inclusion

What happens after you apply

We know that applying for a new job can be both exciting and daunting, and we appreciate your effort. Learn more about our hiring process. If you are selected for an interview or testing, please advise us if you require an accommodation.

If you applied before and you were not successful don’t worry – we're always posting new positions, so don’t hesitate to give it another shot. We’re excited to see what you bring to the table this time around!