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 are an excellent telephone communicator, enjoy working in a fast-paced, team driven environment, then a career in our contact centre as a customer care agent may be for you!
PLEASE NOTE:• These positions cover a 24/7 business service operation.
• 5 temporary part-time positions for up to 12 months with possibility of extension are available
How we support diversity, inclusion and accessibility
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the
OPS Anti-Racism Policy and the
OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's
Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.
About the job
You will:
• provide information and support services to customers using the telephone
• perform various transactions and support electronic transactions related to government programs, services, legislation, policies and procedures
• proactively provide guidance and support to customers in completing forms and in the use of self-service systems
• review and respond to email, mail and fax inquiries
• research and verify information via databases, websites, and resource documents
• maintain accurate documentation on transactions and identify frequent requests and recurring complaints, and provide input regarding improvements to websites, information tools, resource databases
What you bring to the team
Customer Service and Interpersonal Skills:
• You have customer service experience responding to inquiries, providing accurate information and resolving customer issues in a high-volume environment
• You have interpersonal skills to interact with the public, to collaborate in a team driven environment to ensure that operational requirements are being met
• You can effectively adapt services to meet the varying needs of customers
Research, Analysis and Problem Solving Skills:
• 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, business communications, etc.) in order to support the accurate completion of forms and transactions
• 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
Communication Skills:
• You are a clear, concise oral communicator and have experience providing detailed explanations of programs, services or procedures to customers
• You have experience providing written responses to customers' requests for information
• You have experience applying effective telephone techniques, customer service principles and quality standards when dealing with diverse inquiries and client groups
Relevant Knowledge:
• You have the ability to acquire and apply knowledge of government services and programs at the municipal, provincial, and federal level
Organizational and Multi-tasking Skills:
• You have demonstrated organizational skills and the ability to multi-task and work effectively in a fast-paced environment
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