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Customer Care Agent (Job ID: 151244)

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Company Name Ministry of Government and Consumer Services Division: ServiceOntario
Location Kingston
Date Posted June 18, 2020
Category Business / Finance / Administration
Job Type Contract Full Time
Job Apply You must apply online by visiting You must enter the job id number 151244 in the Job ID search field to locate the job ad.


Organization:    Ministry of Government and Consumer Services

Division:    ServiceOntario - East Contact Centre Services Branch

City:    Kingston

Job Term:    3 Temporary assignments/contracts for 12 months with possibility of extension

Job Code:    95422 - Customer Service Rep 1

Salary:    $24.30 - $28.15 Per Hour*
*Indicates the salary listed as per the OPSEU Collective Agreement.

Posting Status:    Open Targeted

Job ID:    151244

PLEASE NOTE: These positions may require you to work overnight shifts. Please click on the "view more information" tab for additional perks that may be offered with these positions.

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 make Government better through service excellence and innovation. Our Mission is to design and deliver excellent services and solutions and to champion service delivery transformation.
If you are an excellent telephone communicator, enjoy working in a fast-paced, team driven environment, then a career in our contact centre as a customer care agent may be for you!

What can I expect to do in this role?

You will:
• contribute to a team that provides 24/7 access to information and support services to customers using the telephone
• perform various transactions and support electronic transactions related to government programs, 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 on transactions 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 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 have a high degree of initiative and can effectively adapt services to meet the varying needs of customers
• You have the ability to work independently with minimal supervision

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, Citizenship and Immigration Canada guidelines, business communications, etc.) in order to support the accurate completion of forms and transactions
• 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

Relevant Knowledge:
• You have the ability to acquire and apply knowledge of government services and programs at the municipal, provincial, and federal level

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


  • 3 Temporary, duration up to 12 months, 1055 Princess St, Kingston, East Region, Criminal Record Check

Compensation Group:    Ontario Public Service Employees Union

Schedule:    3.7

Category:    Customer and Client Services

Posted on:    Thursday, June 18, 2020


  • 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.

  • N-MG-151244/20(5)

How to apply:

  1. You must apply online by visiting You must enter the job id number 151244 in the Job ID search field to locate the job ad.
  2. Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.
  3. Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.
  4. Read the job description to make sure you understand this job.
  5. OPS employees are required to quote their WIN EMPLOYEE ID number when applying.
  6. If you require a disability related accommodation in order to participate in the recruitment process, please Contact Us to provide your contact information. Recruitment Services staff will contact you within 48 hours.

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 Friday, July 3, 2020 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.

The Ontario Public Service is an inclusive employer.
Accommodation is available under the
Ontario Human Rights Code .

This job advertisement has been provided by an external employer. Career Edge is not responsible for the accuracy, authenticity or reliability of the content.Cette offre a été fournie par un employeur externe. Career Edge n'est pas responsable de l'exactitude, de l'authenticité ni de la fiabilité du contenu.

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