Customer Care Representative (Bilingual French)

Note:
• Entry level applicants may be hired at the Customer Service Representative 2 Training (CSR - 2T) level
• Starting salary for the CSR - 2T level: $22.84 per hour

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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, at kiosks 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!

What can I expect to do in this role?

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

How do I qualify?

Mandatory:

• You are proficient in English and advanced level oral French

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

Please be advised that the results of this competition may be used to form an eligibility list of qualified candidates to potentially fill future vacancies represented by the Ontario Public Service Employees Union (OPSEU). In accordance with the Collective Agreement, eligibility lists are shared with OPSEU representatives. By applying to this competition, you are providing consent that your name may be shared with OPSEU representatives.

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 as applicable 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 being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered 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 Wednesday, July 19, 2017 11:59 pm EDT. Late applications will not be accepted.

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