Bilingual Support Representative

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The Office of the Chief Electoral Officer is a non-partisan agency of the Legislative Assembly of Ontario, responsible for the administration of provincial elections, by-elections and referenda.

Our recruitment process reflects our mission to uphold the integrity and accessibility of the electoral process and to manage elections in an efficient, fair, and impartial manner. Together we lead change by building modern services that put the needs of electors first.

The Operations division is seeking 2 bilingual (English and French) individuals to join our Scarborough location to support our Returning Officers and their staff with general and payroll-related inquires and poll officials regarding electoral information pertaining to an electoral event via phone and/or email.

The ideal candidates are flexible with exceptional customer service skills in a high volume service-oriented environment who wants to work for an organization that offers career growth opportunities and a competitive rewards program.

We believe in Responsiveness and Innovation, Accountability and Integrity, Respect and Efficiency.

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About the job

Reporting to the Manager, Election Resources, you will:
• provide first-tier support when responding to a broad range of questions from Returning Officers and their staff on all aspects of electoral administration, operations and Elections Ontario specific software;
• provide first-tier support to poll officials and returning office staff regarding payroll-related issues;
• record calls and emails that cannot be answered at the first tier into a ticketing system and escalate them to the appropriate business owner for resolution;
• research answers to inquiries using a prescribed list of resources;
• identify and report trends in inquiry patterns and provide recommendations to remedy issues/problems;
• maintain current knowledge of all protocols, operational policies, procedures and business processes for the conduct of the Returning Officer Support Network (ROSN) operations; and
• provide recommendations to improve service delivery procedures and protocols based on a review of best practices.

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What you bring to the team

Mandatory requirements

• Candidates applying to the bilingual competition, must be fluent in French and English both written and oral;
• 2 to 3 - years' experience working in a dynamic service-oriented environment;
• Excellent knowledge and proven experience of call centre practices and processes (including customer service level commitments and protocols) relating to providing first tier support;
• Adept at using various software programs simultaneously to send and/or receive emails and to track inbound and outbound calls;
• Ability to comprehend Elections Ontario's structure, organization and the aspects of administering and delivering electoral events;
• Ability to read, comprehend and relay information pertaining to the Election Act and Elections Ontario policy and procedural manuals;
• Familiarity with multi-line telephone systems;
• Familiarity with providing first tier software support;
• Developed interpersonal and communication skills including the ability to actively listen, empathize, ask questions and respond in language that clients understand;
• Ability to work well in a team environment;
• Willingness to accept and follow directions and seek guidance when required;
• Ability to work under pressure to meet tight deadlines; and
• Must be able to work flexible hours, including evening and weekends during peak periods as required

Compensation

Salary: $50,000 per annum

How to Apply

Please submit your resume and cover letter as one attachment quoting File # EO-2018-05 to hr@elections.on.ca no later than February 4, 2018.

We are an Equal Opportunity Employer. If you require a disability-related accommodation to participate in the recruitment process, please contact us. We will accommodate your needs under the Ontario Human Rights Code.

While we appreciate all applications, only those candidates selected for an interview will be contacted. Previous applicants need not apply. We thank all applicants for their submissions.

Posting Date: January 22, 2018

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Additional information:

Note:

• This ad is also available in French.
• This posting is for an organization that is not a part of the Ontario Public Service. The information and tips on the Ontario Public Service Careers website may not apply to this posting. Please use the contact information below to contact the organization directly if you have questions.

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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.

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.

Information collection notice

We are collecting your personal information to assess how well you meet the qualifications for employment with the Ontario Public Service, and for related recruitment purposes. The collection of personal information is necessary to the proper administration of OPS Careers, which is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25.

Please do not include any more personal information than is needed for your application (for example, do not include your photograph or social insurance number).

If you have any questions about how your information is collected, used, shared or saved, please contact us.