Competition Status: Position Filled
Approximately 1287 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.
Contact Centre Representative
Organization:
Ministry of the Attorney General
Division:
Tribunals Ontario – Social Justice Division (TO-SJD)
Language of Position(s):
English
Job Term:
2 Temporary (up to 12 months)
Job Code:
08OAD - Office Administration 08
Salary:
$24.52 - $28.51 Per Hour*
*Indicates the salary listed as per the OPSEU Collective Agreement.
Tribunals Ontario – Social Justice Division (TO-SJD) is a cluster of 14 adjudicative tribunals that play an important role in the administration of justice in Ontario. Each year our tribunals receive and resolve nearly 100,000 cases - providing fair, accessible dispute resolution to thousands of Ontarians.
Are you a customer service oriented individual who wants to be on the front line providing comprehensive information and options to empower clients for the Landlord and Tenant Board in difficult situations? As part of our team, you will receive, respond to or redirect telephone inquiries, provide information on upcoming hearings, assist with questions regarding applications and inform clients of general information. If you are an excellent telephone communicator, enjoy working in a fast-paced, team driven environment, then consider this opportunity with the Landlord and Tenant Board (LTB). A career in the Landlord and Tenant Board Contact Center may be for you!
What can I expect to do in this role?
You will:
• provide comprehensive information, education and assistance to the public regarding the Landlord and Tenant Board, primarily through a call centre environment
• perform various transactions and support electronic transactions related to LTB's services, legislation, policies and procedures
• proactively provide guidance and support to customers in completing forms and in the use of self-service systems
• review and respond to email, mail and fax inquiries
• research and verify information via databases, websites, and resource documents
• maintain accurate documentation and identify frequent requests and recurring complaints, and provide input regarding improvements to websites, information tools, resource databases
How do I qualify?
Customer Service and Interpersonal Skills:
• You have customer service experience responding to inquiries, providing accurate information and resolving customer issues in a high-volume call center environment
• You have interpersonal skills to interact with the public, to collaborate in a team driven environment to ensure that operational requirements are being met
• You can respond to upset clients and handle difficult situations with tact and diplomacy
• You can effectively adapt services to meet the varying needs of customers
• You have good listening skills and are able to find solutions to problems
• You are able to communicate with staff and clients well both in writing and verbally
• You have experience reading and interpreting legal documents
• You can provide information in plain language over the phone or in person
Research, Analysis and Problem Solving Skills:
• You have demonstrated ability to reference, research and apply relevant legislation, regulations and guidelines (e.g. where applicable, Freedom of Information and Privacy Act) in order to provide accurate and complete information to the public
• You can effectively probe for information, assess situations and determine the underlying needs of the customer beyond those that may have been initially expressed
• You have knowledge of research and information gathering methods
Communication Skills:
• You are a clear, concise oral communicator and have experience providing detailed explanations of programs, services or procedures to customers
• You have experience providing written responses to customers' requests for information
• You have experience applying effective telephone techniques, customer service principles and quality standards when dealing with diverse inquiries and client groups
Technical Knowledge:
• You have the ability to acquire and apply knowledge of government services and programs
Organizational and Multi-tasking Skills:
• You have demonstrated organizational skills and the ability to multi-task and work effectively in a fast-paced environment
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:
Address:
- 2 English Temporary, duration up to 12 months, 25 Grosvenor St, Toronto, Toronto Region, Criminal Record Check
Compensation Group:
Ontario Public Service Employees Union
Schedule:
3.7
Category:
Customer and Client Services
Posted on:
Monday, November 9, 2020
Note:
- In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Acquisition Branch (TAB), HR Service Delivery Division (HRSDD) to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential. - T-AG-155614/20(2)
Please be advised that the results of this competition may be used to form an eligibility list of qualified candidates to potentially fill future vacancies represented by the Ontario Public Service Employees Union (OPSEU). In accordance with the Collective Agreement, eligibility lists are shared with OPSEU representatives. By applying to this competition, you are providing consent that your name may be shared with OPSEU representatives.
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, November 24, 2020 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.
All Ontario Public Service external job advertisements are posted in English and French. To confirm the language requirements of a job, check the "language of position" information at the top of each job ad. For all positions, candidates will be assessed in English, the business language of the Ontario Public Service. For English/French designated bilingual positions, candidates will also be assessed through French-language proficiency testing.
Toutes les offres d'emploi externes de la fonction publique de l'Ontario sont affichées en anglais et en français. Pour connaître les exigences linguistiques, vérifiez les renseignements sur la « langue du poste » figurant dans le haut de chaque offre d'emploi. Pour tous les postes, l'évaluation des candidates et candidats se fera en anglais, la langue usuelle de la fonction publique de l'Ontario. En ce qui concerne les postes désignés bilingues, la maîtrise du français des candidates et candidats sera également évaluée.
