Customer Service Representative - Future and Ongoing Opportunities

CUSTOMER SERVICE REPRESENTATIVES FUTURE OPPORTUNITIES

This is a continuous posting based on operational need and will be used to create an eligibility list to fill upcoming opportunities within the next twelve months.

The number of positions to be filled has not been identified at this time. The positions are casual and temporary.

SALARY

Customer Experience Associate Tier 1 : $

Customer Experience Associate Tier 2 & Trip Reservationist : $

WHAT WE OFFER

DEFINED BENEFIT PENSIONS PROGRAM - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life.

Eligibility from date of hire as a full-time employee and includes employer-matched contributions.

DISCOUNTS AND INCENTIVES - Enjoy corporate discounts from a variety of local businesses, such as, gyms and fitness studios, Canada’s Wonderland, Telus or Rogers phone plans and the Personal or Cooperators insurance.

Don’t forget to take advantage of our Apple Employee Purchasing program!

EMPLOYER OF CHOICE - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.

BENEFITS AND WELLNESS - A healthcare spending account of $1,800. Access to 24 / 7 Employee and Family Assistance Program (EFAP).

For Casual roles : 4% and 10% in lieu of vacation and benefits on all paid hours.

INCLUSIVE AND DIVERSE WORKPLACE - Creating an environment which recognizes and celebrates all dimensions of diversity and inclusion.

ABOUT THE ROLES

Customer Experience Associate Tier 1

• This role is responsible for responding to requests and resolving questions and concerns received from the public in a call centre environment;
• assessing customer needs, triaging customers for appropriate services and provide information for various Regional and Provincial programs and services;
• completing program registration and processing of payments; making referrals to department staff, and community agencies;

tracking and documenting details in the Customer Relationship Management (CRM) system; with the goal of responding to customers and resolving the inquiry at the first point of contact.

Customer Experience Associate Tier 2

• This role is responsible for responding to requests and resolving questions and concerns received from the public; conducting customer interviews to determine customer needs, triaging customers for appropriate services and assessing eligibility for various Regional and Provincial programs and services;
• completing intakes and assessments of program specific applications; making referrals to department staff, and community agencies;
• processing applications; tracking and documenting details in the Customer Relationship Management (CRM) system and Provincial systems;

with the goal of responding to customers and resolving the inquiry at the first point of contact.

Trip Reservationist

This position Under the direction of the Team Lead, this position is responsible for providing trip booking services to on demand customers, including receiving, entering, confirming and / or cancelling customer trip requests for the Regions on demand service.

QUALIFICATIONS

Customer Experience Associate Tier 1 :

• Successful completion of a Community College Diploma in Human Services or approved equivalent combination of education and experience.
• Demonstrated experience in electronic applications such as a Customer Relationship Management (CRM) system, Social Assistance Management System (SAMS), YARDI.
• Demonstrated knowledge of problem solving, complaint and conflict resolution techniques.

Customer Experience Associate Tier 2 :

• Successful completion of a Community College Diploma in Human Services or approved equivalent combination of education and experience.
• Minimum two (2) years demonstrated experience in a Human Services environment working with the vulnerable population and one (1) year experence in a call centre environment.
• Demonstrated strong assessment skills to provide appropriate services to marginalized, vulnerable and at risk populations.
• Demonstrated experience in electronic applications such as a Customer Relationship Management (CRM) system, Social Assistance Management System (SAMS), YARDI.
• Demonstrated experience working in a highly structured reporting based environment.
• Demonstrated knowledge of problem solving, complaint and conflict resolution techniques..

Trip Reservationist :

• Successful completion of a Secondary School Diploma or approved equivalent combination of education and experience.
• Minimum one (1) year customer service experience including call centre or dispatch centre experience.
• Demonstrated experience working with persons of disabilities.
30+ days ago