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 make Government better through service excellence and innovation. Our Mission is to design and deliver excellent services and solutions and to champion service delivery transformation.
If you strive to provide customers with a positive service experience and thrive in a fast-paced, team driven environment, then a career as a Customer Care Representative may be for you!
Please Note:
• This is a temporary/part-time position working 20 hours per week for 12 months with possible extension.
• Entry level applicants may be hired at the Customer Service Representative 2 Training (CSR - 2T) level. Starting salary for the CSR - 2T level: $25.10
About the job
You will:
• provide quality in-person, front counter customer services by providing timely and accurate information related to government programs, products and services in a retail and customer service oriented environment
• provide interpretation of guidelines, directives and procedures
• provide guidance and support to customers in completing documents and forms, and in the use of public access workstations (i.e., online small business registration)
• provide guidance and support to customers experiencing problems accessing or obtaining specialized information, and refer to the appropriate program area or organization for resolution
• process business and individual customer transactions, determining that eligibility requirements are met and obtaining required documents
• collect and process payments, issuing refunds, and reconcile payments with transactions
• maintain files and electronic database systems
• produce a variety of reports and correspondence
What you bring to the team
Customer Service and Communication Skills:
• You have experience providing in-person, front counter customer service responding to inquiries, providing advice and information, and resolving customer issues in a high-volume environment.
• You are a clear, concise oral communicator and can ask appropriate questions to better understand customer inquiries before responding.
• You have written communication skills to prepare correspondence.
• You have exceptional interpersonal skills to interact with the public and resolve customer complaints.
Problem Solving and Analytical Skills:
• You have demonstrated analytical and problem solving skills to probe for information, assess situations and determine appropriate course of action.
• You can effectively analyze information to determine the underlying needs of the customer beyond those that may have been initially expressed.
• You demonstrate judgement and tact when interacting with customers.
Collaboration and Organizational Skills:
• You have flexibility and collaboration skills to effectively work in a team-driven environment and ensure that operational requirements are being met.
• You can interact with other team members to discuss varying points of views, ideas and opinions to help make decisions.
• You have planning and organization skills to organize and prioritize workloads.
Relevant Knowledge:
• You have general knowledge of government services and programs at the municipal, provincial, and federal level.
• 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, etc.) in order to support the accurate completion of forms and transactions.
Financial and Administrative Skills:
• You have experience handling cash, and operating cash registers and point of sale machines to process monetary transactions.
• You can accurately calculate fees, collect money, balance floats, prepare deposits and reports.
• You have administrative skills and can accurately maintain filing systems.
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.
Don't meet every qualification?
If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!
How we support diversity, inclusion and accessibility
We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.
Our hiring process is accessible, consistent with Ontario's
Human Rights Code and the
Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer
accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please
contact us.Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:
What we offer
The Ontario Public Service is one of Ontario's largest employers. Employees work for 29 ministries, with offices in more than 70 cities across the province. We offer:
• a career that can grow across ministries and job functions
• flexible learning and developmental opportunities, including education and mentorship programs
• many employee networks offering support for and education about underrepresented groups
This role comes with a comprehensive compensation and benefits package that includes:
• a defined-benefit lifetime pension plan (guaranteed, ongoing inflation-protected income after retirement)
• group health, dental, life and disability benefits
• a range of vacation and leave options
• an Employee and Family Assistance Program, which provides confidential counseling services