Job Specification

Purpose of Position :

To provide comprehensive information services at the tier 1 level for a broad range of programs and
services within designated lines of business, acting as the first and single point of contact for customers,
whenever possible; and/or to provide comprehensive information services and resolve escalated issues
and problematic inquiries pertaining to various lines of business at the tier 2 level, striving to fully resolve
inquiries. Provides services in English and French to a diverse base of customers, including the public
and business community, by telephone and/or through mail, Internet and email, meeting or exceeding
customer expectations and facilitating the professional delivery of fast, friendly and easy access to
Government information and services. Works in a contact centre.

Duties / Responsibilities :

Acting as a customer gateway, ServiceOntario provides an integrated offering of services through its retail
offices, kiosks, online and by telephone. Through the ServiceOntario service channels, members of the
general public, business people and other client groups can easily and efficiently obtain information and
transactional services provided by the Provincial Government, and can also access information regarding,
municipal and federal governments and local community agencies.
ServiceOntario is committed to service excellence, professionalism and results, and is committed to
continually improving its service to customers by focusing on what is important to them -- providing the
best customer experience is of utmost importance.
ServiceOntario customer service staff provide assistance to seniors, persons with a disability, those for
whom English is not a first language, and people who are unfamiliar with existing programs/benefits
and/or their eligibility requirements.

Following are key duties/responsibilities of the position:

1. Greets customers and determines the nature and scope of their inquiries and requests; provides a
diverse range of information in response to telephone or written inquiries and requests for
information, which may include confirming or informing clients of their legislative rights, obligations
and entitlements, and providing clarification; providing interpretation of guidelines, directives and
procedures related to products, programs and services; and encouraging voluntary compliance with a
diverse range of government programs and initiatives. Composes and types correspondence for
written inquiries. Directs customers to program areas, ministries, other government jurisdictions,
agencies and associations, when necessary. Records pertinent data/information for each inquiry.
Maintains a high level of professionalism and quality service.

2. Proactively provides guidance and support to customers experiencing problems accessing or
obtaining specialized information regarding government products, programs or services by identifying,
addressing and resolving the problem/concern, or referring the matter to the applicable program area
or organization for resolution, when necessary. Follows up on response; may communicate outcome
to the customer, ensuring satisfaction.

3. Identifies and reports on recurring client issues and trends. Identifies, monitors, records and
escalates potentially fraudulent activities that could result in misuse of resources or other problems.

4. Researches and verifies information via databases, websites, and applicable resource documents.
Updates reference/resource information and various records in databases and other resources.

5. Develops and maintains program contacts with personnel in other government jurisdictions, and
related agencies in order to obtain information for customers; and to refer customers' issues for
resolution and advice.

6. Maintains a current awareness of government and partner broader public/private sector products,
programs and service offerings by attending internal training courses on product and service
offerings; exchanging information with internal/external personnel; and reviewing incoming reports, news releases, current publications and other documentation.

7. Actively participates in meetings and on working groups, providing input into proposed
operational/procedural changes to improve the quality of the customer experience and achieve
service excellence.

8. Provides on-the-job training for new staff, and orientation to staff on new or changed programs and
processes. Acts as a technical resource by providing input into material for presentations, seminars,
workshops and training sessions.

9. Identifies, documents and reports/escalates technical problems related to systems applications,
telecommunication problems, service interruptions or other problems to the appropriate unit/branch
for resolution. May monitor status until restoration of service and apprise customers of progress and
pertinent information.

10. Managers have the right to assign additional duties.

Staffing and Licencing :

• Position requires French and English oral and written skills at an advanced level, as per OPS
Standard.

• Security Clearance may be required based on assigned line(s) of business.

Knowledge :

The position requires knowledge of the following:
• Relevant provincial, municipal (government or community based) or federal products, programs,
services, initiatives, policies, processes, procedures, guidelines and directives; applicable
sections of legislation and regulations; and relevant reference/resource materials and tools, to
provide information, interpretation and guidance to customers; to resolve customer problems; to
encourage program compliance; and to correct and update records;
• Relevant sections of the Freedom of Information and Protection of Privacy Act to determine
whether or not information can be disclosed to customers;
• OPS Customer Quality Service Standards to consistently provide professional, responsive
customer service and care;
• ServiceOntario products, services, vision and mandate to promote ServiceOntario; and to direct
clients to appropriate services; Contact Centre policies, procedures and standards to ensure
adherence in performing duties/responsibilities;
• Analytical methods and techniques to probe for information and determine customer objectives,
needs and concerns; to assess situations or circumstances, and determine appropriate courses
of action;
• Information gathering and research methods, techniques and tools to identify, source and compile
information for customers;
• Record-keeping procedures to access and update government databases; and to store, file and
retrieve electronic and paper-based information.

Skills :

The position requires the following skills:
• Customer service orientation to consistently provide an optimum level of service to customers and
be fully responsive to their needs;
• Courtesy, professionalism, tact and diplomacy to build rapport with customers, and interface with
them in providing information and support; to effectively resolve their problems and concerns; to
handle resistance and objections to solutions offered or information provided; and/or to
encourage program compliance;
• Active listening, empathy, sensitivity and patience to remain composed, convey understanding,
and placate distressed, irate or confused/frustrated customers in a respectful manner when
resolving difficult situations;
• Political acuity to identify situations and occurrences with political overtones, and respond in a
manner that does not compromise service and/or problem resolution;
• Flexibility and adaptability to meet the needs of a broad, diverse customer base whose service,
support and information needs vary substantially; and to respond promptly to customer needs
and problems;
• Attention to detail to ensure that forms are completed fully and accurately and that
service/transaction requirements are met by the customer;
• Oral communication skills and inclusiveness to provide detailed explanations of legislative rights,
responsibilities, eligibility and or entitlements, and interpretation of guidelines, directives and
procedures to customers and ensure understanding; to obtain or provide information; and to liaise
with program area staff regarding referred matters;
• Written communication skills to prepare correspondence to customers; and to correspond with
program areas and organizations to research information and resolve customer problems;
• Planning and organization skills to organize and prioritize workload; and to respond to unforeseen
demands;
• Use and operation of computers and software/applications such as Microsoft Office and database
programs and the Internet to access information and update databases; to prepare
correspondence and reports; and/or to conduct research;
• Arithmetic skills to identify account discrepancies.

Freedom of Action :

The work is guided by policies, procedures and processes of the Ministry, ServiceOntario Telephone
Channel and the Contact Centre, as well as OPS Customer Service Quality Standards. The position
works independently in performing daily activities, and work is reviewed for accuracy and achievement of
performance targets. Telephone calls are monitored on a regular basis by management to ensure
adherence to call management techniques and the accuracy and consistency of information and
interpretation.
The position assumes complete ownership of the service solution, from start to conclusion, and follows
through on provision of information/services or resolution of problems, ensuring customer satisfaction and
care. Serious customer concerns/problems as well as issues not covered by established policies and
procedures are escalated to the Manager, other senior staff or a program area.
Judgement and discretion are required in identifying and reporting client non-compliance; ascertaining the
need to probe for additional information to determine client needs and entitlements; and determining
when to escalate requests/calls to the Manager, in accordance with referral/escalation procedures.
The position has the freedom to modify and update customer data/information, perform client
registrations, and/or re-issue forms and applications. The position ensures that the confidentiality,
security and integrity of Government and customer data/information are maintained at all times. Entering
incorrect information into government databases could compromise the integrity of government
information, and could result in the provision of erroneous information or communicating improper
eligibility for services or benefits.
Failure to appropriately identify customer needs, inquiries, problems and concerns; to identify the
provisions and limitations of a program to the customer; or to find satisfactory solutions to customer
problems could impact on the provision of timely, quality customer service, and could result in reduced
confidence levels; public criticism; potential hardship for customers and stakeholders; and/or complaints
to management/senior management, the Minister's Office and MPP's.