Ontario Public Service Careers - Job Preview
Apply By: Tuesday, February 12, 2013 11:59 pm EST Print this pagePRINT

Competition Status: Position Filled

Approximately 903 individuals applied for this opportunity.

We have completed the recruitment process and successfully hired the top candidate into the position.

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Thank you for your interest in the Ontario Public Service.

Organization:    Ministry of Government Services
Division:    Retail Offices - ServiceOntario
City:    Kingston
Job Term:    5 Permanent, 2 Temporary (up to 12 months, with possibility of extension)
Job Code:    95423 - Customer Service Rep 2
Salary:    $24.00 - $27.84 Per Hour*
Posting Status:    Open
Job ID:    49785
 View Job DescriptionView Job Description

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 and by phone.

Our vision is to be recognized for meeting or exceeding customer expectations with our service, solutions, leadership and people - Every time!

If you strive to provide customers with a positive service experience and thrive in a fast-paced, team driven environment, then a career as a customer service representative is for you!

Please Note:
2 (Permanent) Bilingual positions
3 (Permanent) Unilingual positions
2 (Temporary, Irregular On-Call) Unilingual positions

What can I expect to do in this role?

In this role, you will:

• Provide quality in-person front counter customer services by providing timely and accurate information related to government programs, products and services in a retail and customer service oriented environment
• Provide interpretation of guidelines, directives and procedures
• Provide guidance and support to customers in completing documents and forms, and in the use of public access workstations (i.e., online small business registration)
• Provide guidance and support to customers experiencing problems accessing or obtaining specialized information, and refer to the appropriate program area or organization for resolution
• Process business and individual customer transactions, determining that eligibility requirements are met and obtaining required documents
• Collect and process payments, issuing refunds, and reconcile payments with transactions
• Maintain files and electronic database systems
• Produce a variety of reports and correspondence
• You may be required to work evenings and or Saturday's

How do I qualify?

• You are proficient in English and advanced level oral French

Customer Service and Communication Skills
• You have experience providing in-person, front counter customer service responding to inquiries, providing advice and information, and resolving customer issues in a high-volume environment
• You are a clear, concise oral communicator and can ask appropriate questions to better understand customer inquiries
• You have written communication skills to prepare correspondence
• You have exceptional interpersonal skills to interact with the public and resolve customer complaints

Problem Solving and Analytical Skills
• You have demonstrated analytical and problem solving skills to probe for information, assess situations and determine appropriate course of action
• You can effectively analyze information to determine the underlying needs of the customer beyond those that may have been initially expressed
• You demonstrate judgment and tact when interacting with customers

Collaboration and Organizational Skills
• You have flexibility and collaboration skills to effectively work in a team-driven environment and ensure that operational requirements are being met
• You can interact with other team members to discuss varying points of views, ideas and opinions to help make decisions
• You can organize and prioritize workloads

Relevant Knowledge
• You have knowledge of government services and programs at the municipal, provincial, and federal level
• 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, etc.) in order to support the accurate completion of forms and transactions

Financial and Administrative Skills
• You have experience handling cash and operating cash registers and point of sale machines to process monetary transactions
• You can accurately calculate fees, collect money, balance floats, prepare deposits and reports
• You can accurately maintain filing systems

Computer Skills
• You are proficient with word processing, spreadsheet, database, email and internet applications
• You can use computers to research, retrieve and summarize information

Additional information:

  • 2 Bilingual Permanent - Regular PartTime, 1201 Division St, Kingston, East Region
  • 3 Permanent - Regular PartTime, 1201 Division St, Kingston, East Region
  • 2 Temporary - Irregular On-Call, duration up to 12 months, 1201 Division St, Kingston, East Region
Compensation Group:   Ontario Public Service Employees Union
Schedule:   3.7
Category:   Customer and Client Services
Posted on:   Tuesday, January 29, 2013
  • This ad is also available in French.
  • Prior to the offer of employment, in accordance with the Ontario Public Service personnel screening checks policy, the top applicant(s) will be required to undergo personnel screening checks, which includes a police records check.
  • Less qualified applicants may be considered on an underfill basis.
  • Entry level applicants may be hired at the Customer Service Representative 2 Training (CSR - 2T) level. Salary for the Customer Service Representative 2 Training is $22.54 per hour.
    Irregular On-Call: Between 0-36.25 hrs/week)
    RPT: Up to 18.13 hrs/week
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.
Remember: The deadline to apply is Tuesday, February 12, 2013 11:59 pm EST. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.

Job advertisements for positions that have been designated bilingual will be provided in both English and French on the website. Positions that are not designated bilingual are not translated and are displayed in English only on both the English and French versions of the website.

Les annonces d'emploi pour les postes désignés bilingues sont publiées en anglais et en français sur le site Web. Les annonces pour les postes qui ne sont pas désignés bilingues ne sont pas traduites et elles figurent en anglais seulement, tant dans la version française que dans la version anglaise du site.

The Ontario Public Service is an inclusive employer.
Accommodation is available under the Ontario Human Rights Code.

Note: The only website where you can apply on-line for positions with the Ontario Public Service is http://www.gojobs.gov.on.ca

*Indicates the salary listed as per the OPSEU Collective Agreement.
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