Information Agent (Part Time)

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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 an Information Agent may be for you!

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About the job

You will:

• greet customers and determine the nature and scope of their inquiries
• provide information to the public about services offered, relevant regulations and application/document requirements
• issue queue tickets and guide customers to appropriate area or refer them to other ministries/jurisdictions as appropriate
• provide responses to routine/general inquiries
• assist customers with the use of the public access workstation
• check application forms for accuracy and completion and/or ensure customers have the correct supplementary documents
• maintain a visitor sign-in/sign-out and statistical log of inquiries received from the public
• direct calls to the appropriate area/staff member
• receive and sort incoming mail and arrange and/or assist in the preparation of outgoing mail

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What you bring to the team

Mandatory requirements

• You are proficient in English and advanced level oral French

Customer Service and Communication Skills

• you have customer service experience responding to inquiries, providing accurate information and resolving customer issues in a high-volume environment
• you demonstrate professionalism, tact and diplomacy when interacting with customers, service partners, peers and management
• you can effectively adapt services to meet the varying needs of customers
• you have oral communication skills to provide explanations and interpretations of guidelines, directives and procedures

Technical Knowledge

• you have the ability to acquire and apply knowledge of government services and programs at the municipal, provincial, and federal level
• you have the ability to reference, research and apply relevant policies, procedures and legislation (e.g. driver and vehicle licensing, health card registrations, Highway Traffic Act, Freedom of Information and Protection of Privacy Act, Ontario Health Act and Retail Sales Tax Act etc.)
• you have the ability to acquire knowledge of ServiceOntario products, services, vision, values and mandate to promote ServiceOntario and to direct customers to appropriate services

Collaboration and Organizational Skills

• you have collaboration skills to effectively work in a team-driven environment
• you have the ability to work under pressure in a high volume environment and to respond to a variety of inquiries in a prompt, courteous and consistent manner
• you have organizational and administrative skills to maintain current forms, information sheets, visitor logs and appointment bookings up to date

Research and Analytical Skills

• 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 to identify and compile information

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 access and retrieve information
• you have keyboarding skills to prepare and update logs, information sheets, prepare file labels and templates

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Additional information:

Note:

• This ad is also available in French.
• In accordance with the Ontario Public Service Employment Screening Checks Policy, the top candidate(s) may be required to undergo a security screening check. Please refer to the Additional Information / Address section above to determine the screening checks that are required for this position.
  
  You will be responsible for obtaining the criminal record check at your own expense and provide it, along with your written consent, to the Transition and Security Office (TSO), HR Service Delivery Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional screening checks as indicated in the Additional Information / Address section above that were not obtained directly by you. (Note: If a Vulnerable Sector Screening/Check is required, it must also be obtained in person at your local police service.)
  
  A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Screening check records will be maintained by the TSO and kept strictly confidential.
• C-MG-110283/17(2)

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.