Apply By: Friday, February 6, 2015 11:59 pm EST
Competition Status: Position Filled

Approximately 119 individuals applied for this opportunity.

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

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CUSTOMER CARE REPRESENTATIVE (Bilingual)

Job ID:
72711
Organization:
Ministry of Government and Consumer Services
Division:
ServiceOntario - Retail Offices
City:
Kingston
Position(s) language:
Bilingual English/French
Job term:
1 Permanent
Job code:
95423 - Customer Service Rep 2
Salary:
$24.00 - $27.84 Per hour*
*Indicates the salary listed as per the OPSEU Collective Agreement.

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 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 care representative may be for you!

About the job

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 deployed to other offices within 40 km of the specified work location listed on the job ad.

What you bring to the team

Mandatory requirements

• 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 before responding
• 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 judgement 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 have planning and organization skills to organize and prioritize workloads

Relevant Knowledge

• You have general 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 have administrative skills and can accurately maintain filing systems

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

Additional information:

Apply by:
Friday, February 6, 2015 11:59 pm EST
Position details:
  • 1 Bilingual English/French Permanent - Regular PartTime, 1201 Division St, Kingston, East Region, General Screening Requirement
Compensation group:
Ontario Public Service Employees Union
Work hours:
Category:
Customer and Client Services
Posted on:
Friday, January 23, 2015

Note:

  • This ad is also available in French.
  • In accordance with the Ontario Public Service Employment Screening Checks Policy, the top candidate(s) may be required to provide a general or enhanced screening check. Please refer to the Additional Information / Address section above on this job advertisement to determine the screening check that is required for each position.

    A general screening check includes a criminal record check and if applicable, fingerprint verification at your own expense. An enhanced screening check includes a criminal record check and if applicable, fingerprint verification at your own expense and permission for the Negotiations & Security Branch , Employee Relations Division to conduct any specific screening as indicated in the Additional Information / Address section above.

    A record of a Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The screening check results will only be reviewed and evaluated by the Negotiations & Security Branch for the purpose of making a clearance decision. The details of an individual's screening check will be considered in specific relation to the duties and responsibilities of the position being filled. Screening check records will be maintained by the Negotiations & Security Branch and kept strictly confidential.
  • •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.
    T-MG-72711/15


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.


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