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Company Name Ministry of Government and Consumer Services Division: ServiceOntario
Location Kingston
Date Posted September 14, 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 154503 in the Job ID search field to locate the job ad.


Apply By: Monday, September 28, 2020 11:59 pm EDT


Organization:    Ministry of Government and Consumer Services

Division:    ServiceOntario - Contact Centre Services Branch

City:   Kingston

Job Term:

30 Temporary assignments/contracts for up to 12 months with the possibility of extension

Job Code:    95423 - Customer Service Rep 2

Salary:    $25.71 - $29.82 Per Hour*
*Indicates the salary listed as per the OPSEU Collective Agreement.

Posting Status:    Open Targeted


Job ID:    154503

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 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 with the MCCSS Contact Center may be for you!

What can I expect to do in this role?

In this role, you will:
• Provide comprehensive information services in English and French to a diverse base of customers, including the public and business community, by telephone and/or through mail, Internet and email for Government and Ministry products, programs and service offerings (e.g. Ontario Disability Support Program, Social Service Programs such as Autism, and MyBenefits).
• Provide interpretation of guidelines, directives and procedures
• Provide guidance and support to customers experiencing problems accessing or obtaining specialized information, and refer to the appropriate program area or organization for resolution
• Maintain files and electronic database systems
• Produce a variety of reports and correspondence

• Entry level applicants may be hired at the Customer Service Representative 2 Training (CSR - 2T) level
• Starting salary for the CSR - 2T level: $24.12 per hour

How do I qualify?


  • You are proficient in English and advanced level oral French (for the bilingual positions only)

Customer Service and Communication Skills

  • You have experience providing customer service responding to inquiries, providing advice and information, and resolving customer issues in a high-volume, customer service or call centre environment
    • You are a clear, concise oral communicator and can ask appropriate questions to better understand customer inquiries
    • 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 determine whether or not information can be disclosed to customers

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
    • You have administrative skills and can accurately maintain filing systems

Additional Information


  • 4 Bilingual Temporary, duration up to 12 months, 1055 Princess St, Kingston, East Region, Criminal Record Check
  • 26 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:    Friday, September 11, 2020


  • This ad is also available in French.
  • 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.

  • 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 $23.18 per hour.
  • N-MG-154503/20

How to apply:

  1. You must apply online by visiting You must enter the job id number 154503 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 Monday, September 28, 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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