Customer Service Representative

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The Alcohol and Gaming Commission of Ontario (AGCO) Contact Centre is a fast paced, omni-channel, high profile organization that is committed to service excellence. The Contact Centre requires a high performing, innovative, customer centric professional to act as a front line contact for the AGCO. Working within a demanding remote work environment, you possess a strong work ethic, flexibility, and play a pivotal role in contributing to a positive service experience.

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About the job

Drawing on your demonstrated information-seeking and solution focused capabilities, you will interpret Acts, Regulations, policies and procedures relevant to the AGCO to provide comprehensive and detailed technical information; educating and instructing applicants/licensees/registrants/stakeholders on the businesses we regulate, as well as directing and forwarding escalated customer contacts to the appropriate departments as needed. You will exercise judgment and integrity in your daily work functions along with ensuring adherence to organizational principles and values. In addition, you will work on a variety of internal systems and applications to service customers along with being responsible for a range of administrative tasks to support customer and internal stakeholder business needs. Furthermore, you will be the first point of contact for the AGCO complaints process, servicing these contacts in a timely fashion and adhering to organizational standards.

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What you bring to the team

This position requires:

• Superior customer service skills
  
• Tech-savviness with the ability to easily troubleshoot technical related matters
  
• Experience working in a contact centre with the ability to multi-task in a high-volume, fast-paced, demanding environment and meet contact centre quality and performance standards
  
• The ability to research, analyze, and interpret information and provide tailored responses all while striving for first point of contact resolution
  
• Strong communication, listening and interpersonal skills
  
• The ability to deal with customers using tact, judgement, self-control, confidentiality and discretion
  
• The ability to work independently in a team environment with minimal supervision.
  
• Excellent conflict-resolution, time management, analytical and problem solving skills
  
• Strong computer skills in MS Office applications (Word, Excel, and Outlook), with the ability to easily learn new software applications related to our business
  
• A minimum of 3 years' experience working within a contact centre, using contact centre technology and engaging with customers using multiple channels of communication (e.g. phone, email, web chat)
  
  The successful candidate must be eligible to work in Canada and will be subject to a criminal background check.

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Additional information:

Note:

• 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.
• In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
  
  Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Acquisition Branch (TAB), HR Service Delivery Division (HRSDD) to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
  
  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 employment 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 employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.

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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).

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