Ontario Public Service Careers - Job Preview
Apply By: Thursday, June 27, 2013 11:59 pm EDT Print this pagePRINT

Competition Status: Posting Cancelled

Approximately 814 individuals applied for this opportunity.

Due to operational reasons the recruitment for this position has been cancelled.

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Thank you for your interest in the Ontario Public Service.

Organization:    Ministry of Government Services
Division:    ServiceOntario - Contact Centre Services Branch
City:    Kingston
Job Term:    Permanent, Temporary (Part-time and Full-time)
Job Code:    95423 - Customer Service Rep 2
Salary:    $24.00 - $27.84 Per Hour* (Entry level starting rate is $22.52 per hour)
Posting Status:    Open
Job ID:    53526
 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!

What can I expect to do in this role?

In this role, you will:

• Provide quality over the phone customer service by providing timely and accurate information related to government programs, products and services in a contact centre, customer service oriented environment
• Provide interpretation of guidelines, directives and procedures
• Provide guidance and support to customers experiencing problems accessing or obtaining specialized information, and refer to the appropriate program area or organization for resolution
• Maintain files and electronic database systems
• Produce a variety of reports and correspondence

How do I qualify?

• Proficiency in English and advanced level French required for Bilingual positions only

Customer Service and Communication Skills
• You have experience providing customer service responding to inquiries, providing advice and information, and resolving customer issues in a high-volume, customer service or call centre 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
• You have knowledge of customer service practices and principles to provide professional, responsive customer service and care

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 demonstrated ability to reference, research and apply relevant legislation, regulations and guidelines (e.g. where applicable, Freedom of Information and Privacy Act, etc.)

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

Additional information:

  • Bilingual Permanent, 1055 Princess St, Kingston, East Region
  • Permanent, 1055 Princess St, Kingston, East Region
  • Bilingual Temporary, duration up to 18 months, 1055 Princess St, Kingston, East Region
  • Temporary, duration up to 18 months, 1055 Princess St, Kingston, East Region
Compensation Group:   Ontario Public Service Employees Union
Schedule:   3.7
Category:   Customer and Client Services
Posted on:   Thursday, June 6, 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.
  • The number of positions to be filled has not been identified at this time. This competition will be used to create an eligibility list of qualified candidates to fill upcoming opportunities within the next eighteen months following the closing date of the job ad posting.
  • 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 $22.52 per hour.
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 Thursday, June 27, 2013 11:59 pm EDT. 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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