Bilingual Sales and Contact Centre Representative

---

Since 1969, the Ontario Science Centre has welcomed more than 50 million visitors, with an interactive approach that has become the model for science centres around the world. Guided by our mission to inspire passion for the human adventure of discovery, the Centre engages visitors in lifelong learning, is a vital link in the education and innovation ecosystems and a convener of public dialogue about science, technology and society. The Centre welcomes 900,000 visitors each year, and offers hands-on experiences and insights into science and technology that help visitors of all ages understand and contribute to the world around us.

We are looking for a customer service focused individual who can deliver a range of client services both in person and over the phone. If you enjoy working in a fast paced team environment, then consider joining our team! Bring your exceptional customer service and communication skills to this challenging opportunity working in the Sales and Contact Centre department.

---

About the job

The Sales and Contact Centre Representative (Bilingual) is responsible for providing a high level of customer service in both English and French by:
• Acting as the initial point of contact for the Ontario Science Centre and promoting the sale of various programs, films and activities offered by the Ontario Science Centre to organizations, groups, and individuals
• Providing full booking/reservation services and information to OSC customers, including recreational groups, tour operators, the general public, teachers and members who wish to book for a variety of programs
• Responding to inquiries through telephone, fax and email and gathering or researching additional information to respond as required

---

What you bring to the team

Mandatory requirements

• This position requires proficiency in English, as well as oral and written French at the advanced level
• This position works in a 7 days per week call centre operation and requires regular weekend and holiday work.

Customer Service and Communication/Interpersonal Skills

• Superior customer service skills and strong knowledge of customer service and service delivery principles/practices to detect and deal with customer service issues quickly and calmly in a high-volume, customer service environment
• Superior interpersonal, oral and written communication skills to effectively liaise with a diverse range of internal and external contacts.
• Ability to work independently as well as in a team environment.

Computer/Technical Skills

• Strong computer skills, including proficiency with word processing, spreadsheets, and related software (i.e. Microsoft Word, Excel, Outlook), with the ability to operate computerized ticketing systems, process bookings and prepare statistical reports.
• Data-entry skills and proficiency with databases to enter sales and bookings into the system, determine appropriate pricing, confirm details such as dates and times and modify and back-up data when necessary.
• Multi-tasking skills, competence with numbers, a high degree of accuracy and attention to detail to ensure accurate transactions and to process large volume of requests with multi-functional variables.
• Knowledge of cashing policies and experience with cash handling procedures including credit cards, cheques, invoices and payment deposits

Knowledge of Sales Techniques

• Ability to apply sales techniques with respect to Ontario Science Centre programming (i.e. providing appropriate information for customer to pick suitable product, selling, up-selling/cross-selling).
• Knowledge of "soft selling" and marketing in order to promote the Ontario Science Centre programs.

Product and Customer Service Knowledge

• Demonstrated ability to learn about the Ontario Science Centre's educational and recreational programs, special events, exhibits, demonstrations and OMNIMAX films to explain and promote to potential and current clients.
• Demonstrated ability to learn about the Ontario school curriculum (Kindergarten to 12) to advise and make recommendations regarding program choices to teachers.
• Knowledge of processes and procedures relating to Accessibility for Ontarians with Disabilities Act (AODA).
• Demonstrated ability to learn about other Greater Toronto Area and Ontario attractions to answer general customer inquiries.

---

Additional information:

Note:

• This ad is also available in French.
• T-SC-149173/20

---

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.