Ontario Public Service Careers - Job Preview
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Apply By: Thursday, March 7, 2013 11:59 pm EST Print this pagePRINT
 

Competition Status: Position Filled

Approximately 510 individuals applied for this opportunity.

We have completed the recruitment process and successfully hired the top candidate into the position.

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Thank you for your interest in the Ontario Public Service.

CUSTOMER CARE AGENT (BILINGUAL)
Organization:    Ministry of Government Services
Division:    Contact Centre Services Branch - ServiceOntario
City:    Downsview
Job Term:    1 Permanent
Job Code:    95422 - Customer Service Rep 1
Salary:    $22.91 - $26.55 Per Hour*
Posting Status:    Open
Job ID:    50131
 View Job DescriptionView Job Description
 

At ServiceOntario, we are committed to providing the citizens of Ontario with fast, friendly and easy access to Ontario government information and services - online, in person and by phone.

Our vision is to be recognized for meeting or exceeding customer expectations with our service, solutions, leadership and people, EVERY TIME!

If you are an excellent telephone communicator, enjoy working in a fast-paced, team driven environment, then a career in our contact centre as a customer care agent may be for you!

What can I expect to do in this role?

You will:

• Provide information and support services to customers using the telephone
• Perform various transactions and support electronic transactions related to government programs, services, legislation, policies and procedures
• Proactively provide guidance and support to customers in completing forms and in the use of self-service systems
• Review and respond to email, mail and fax inquiries
• Research and verify information via databases, websites, and resource documents
• Maintain accurate documentation on transactions and identify frequent requests and recurring complaints, and provide input regarding improvements to websites, information tools, resource databases

How do I qualify?

Mandatory
• You are proficient in English and advanced level oral French

Customer Service and Interpersonal Skills
• You have customer service experience responding to inquiries, providing accurate information and resolving customer issues in a high-volume environment
• You have interpersonal skills to interact with the public, to collaborate in a team driven environment to ensure that operational requirements are being met
• You can effectively adapt services to meet the varying needs of customers

Research, Analysis and Problem Solving Skills
• You have demonstrated ability to reference, research and apply relevant legislation, regulations and guidelines (e.g. where applicable, Freedom of Information and Privacy Act, Citizenship and Immigration Canada guidelines, business communications, etc.) in order to support the accurate completion of forms and transactions
• You can effectively probe for information, assess situations and determine the underlying needs of the customer beyond those that may have been initially expressed
• You have knowledge of research and information gathering methods

Communication Skills
• You are a clear, concise oral communicator and have experience providing detailed explanations of programs, services or procedures to customers
• You have experience providing written responses to customers' requests for information
• You have experience applying effective telephone techniques, customer service principles and quality standards when dealing with diverse inquiries and client groups

Relevant Knowledge
• You have the ability to acquire and apply knowledge of government services and programs at the municipal, provincial, and federal level

Organizational and Multi-Tasking Skills
• You have demonstrated organizational skills and the ability to multi-task and work effectively in a fast-paced environment

Computer Skills
• You are proficient with word processing, spreadsheet, database, email and internet applications
• You have experience using computers (i.e. Intranet, Internet, databases, and electronic manuals) to research, retrieve and summarize information

Additional information:

Address:  
  • 1 Bilingual Permanent, 1201 Wilson Ave, Downsview, Toronto Region, Personnel Security Screening Requirement
Compensation Group:   Ontario Public Service Employees Union
Schedule:   3.7
Category:   Customer and Client Services
Posted on:   Thursday, February 21, 2013
 
Note:
  • This ad is also available in French.
  • Prior to the offer of employment, in accordance with the Ontario Public Service personnel screening checks policy, the top applicant(s) will be required to undergo personnel screening checks, which includes a police records check.
  • This competition will be used to create an eligibility list to fill upcoming opportunities within the next twelve months.
  • The minimum salary rates identified in this posting are subject to revision as a result of the recently agreed to OPSEU collective agreement covering the period of January 1, 2013 to December 31, 2014.
All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from applying and/or accepting a position with the Ontario Public Service for a specific time period (e.g. one year), or from applying and/or accepting a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.
 
Remember: The deadline to apply is Thursday, March 7, 2013 11:59 pm EST. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.



Job advertisements for positions that have been designated bilingual will be provided in both English and French on the website. Positions that are not designated bilingual are not translated and are displayed in English only on both the English and French versions of the website.

Les annonces d'emploi pour les postes désignés bilingues sont publiées en anglais et en français sur le site Web. Les annonces pour les postes qui ne sont pas désignés bilingues ne sont pas traduites et elles figurent en anglais seulement, tant dans la version française que dans la version anglaise du site.


The Ontario Public Service is an inclusive employer.
Accommodation is available under the Ontario Human Rights Code.

Note: The only website where you can apply on-line for positions with the Ontario Public Service is http://www.gojobs.gov.on.ca

 
*Indicates the salary listed as per the OPSEU Collective Agreement.
 
 
 
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