Sales and Contact Centre Representative (Bilingual)

The Opportunity:
We are looking for a customer service focused individual who can deliver a range of client services over the phone, via email, and in person. 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.

Guided by our mission to inspire passion for the human adventure of discovery, the Science Centre:

• Believes science, technology and innovation will help us shape a better future for society and our planet
  
• Provides opportunities to explore, learn and collaborate
  
• Moves a positive and enduring impact on the lives of individuals and communities
  

The Science Centre welcomes 900,000 visitors each year, and offers interactive experiences and insights into science and technology that help visitors of all ages understand and contribute to the world around us.

The Ontario Science Centre, part of the Ontario Public Service, offers:

• a progressive work environment that promotes a work/life balance
  
• flexible learning and development opportunities including online training and mentorship programs
  
• opportunities for career advancement and specialization through a wide range of career fields within both the Ontario Science Centre and the Ontario Public Service
  
• a dedicated approach to creating an inclusive and accessible work environment for all employees
  
• optional enrolment in a defined benefit pension plan and group benefits coverage for fixed-term employees
  

Note: This position currently works in a hybrid model with a combination of remote work and in-person work, subject to operational demands.

What can I expect to do in this role?

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

How do I qualify?

Mandatory

• 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 some 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.
  
• Demonstrated experience and 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 experience and 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.

OPS Commitment to diversity, inclusion, accessibility, and anti- racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the application instructions below if you require a disability-related accommodation.

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, May 31, 2022 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.