Customer Service Role - Empathy and Patience Needed!

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A little empathy goes a long way—we start with how may I help you?

We offer a training program to ensure you are successful in the role

Learn more about the Social Assistance program you'll be supporting over the phone.

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About the job

Providing support to the Social Assistance Support Line, you will:
• answer calls and provide accurate information to clients
• assist with completing applications and understanding services
• document call details and update client records accurately
• collaborate with team members to resolve issues efficiently
• stay current on policies and procedures

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What you bring to the team

We believe exceptional phone service must have:

• Customer focus to provide optimum service, explain information and meet customer needs resulting in a positive experience.
• Thinking skills to probe for information, assess situations, and take appropriate actions.
• Patience and empathy to assist sensitive client situations professionally everytime.
• Computer proficiency and ability to use Microsoft Office, database programs, and operation of specialized equipment.
• Effective communication to explain guidelines and procedures clearly and meet each customer needs.
• Team collaboration to work well with colleagues in a team environment.
• Bilingual vacancies require oral French language skills at the advanced level and your proficiency level will be confirmed before hire

These positions offer:
• options for group health, dental, life and disability benefits
• a professional work culture
• a career that can grow across ministries and job functions
• many employee networks offering support for and education about underrepresented groups
• an Employee and Family Assistance Program, which provides confidential counseling services

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Don't meet every qualification?

If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!

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How we support diversity, inclusion and accessibility

We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.

Our hiring process is accessible, consistent with Ontario's Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer  accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please  contact us.

Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:

• diversity, equity and inclusion initiatives
• accessibility
• Anti-Racism Policy

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Additional information:

Note:

• This ad is also available in French.
• About security checks:
  A criminal or other federal offence record does not automatically disqualify you from the position. We consider each situation based on the position's responsibilities.
  If a check is needed and you've lived outside of Canada in the past 5 years for 6 or more months in a row, or if you are not a Canadian resident, you'll need to provide an out-of-country police clearance certificate from the country you lived in.
  Employment screening checks are only reviewed and evaluated by the Transition and Security Office, which also maintains them and keeps them strictly confidential.
• • Entry level applicants may be hired at the Customer Service Representative 2 Training (CSR - 2T) level;
  • Starting salary for the CSR - 2T level: $27.02 per hour.
• N-MG-229114/25

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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.