Customer Care Specialist

Customer Care Specialist

Organization: Ministry of Public and Business Service Delivery and Procurement

Division: ServiceOntario – Contact Centre Services Branch

City: Kingston, North York, Oshawa

Language: English

Job Term: 16 Temporary assignments/contracts up to 12 months with possibility of extension

Job Code: 95424 – Customer Service Rep 3

Salary: $29.53 – $35.36 Per Hour*

Posting Status: Open Targeted

Job ID: 222762

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Do have exceptional customer service skills? Are you committed to service excellence? Then consider these challenging opportunities with the Driver and Vehicle Hotline team where you will support ServiceOntario’s commitment to providing the best customer experience possible.

Please note: The office hours for these positions are from Monday to Friday 8:30am to 9:00pm and Saturday from 9:00am to 5:00pm.

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 “How to apply” section if you require a disability-related accommodation.

What can I expect to do in this role?

In this role, you will:

• Provide specialized guidance on Government and Ministry products, programs and service offerings to internal/external clients.

• Handle difficult, contentious and/or sensitive problems and issues, generally escalated by customer service staff or referred by management.

• Provide interpretation of related legislation, regulations, policies and procedures to stakeholders, including senior officials.

• Identify recurring trends, problems or issues related to legislation, regulations, policy and systems.

• Identify training needs, provide input into training approaches and methods and deliver training workshops, one-on-one training and coaching to customer service staff.

• Continuous daily support to identify gaps in process and ensure compliance with policies and procedures.

How do I qualify?

Leadership & Customer Service Skills:

• You can provide professional, responsive customer service and care to mediate and resolve disputes between clients.

• You have demonstrated experience working in a contact centre, customer service environment.

• You have knowledge of the Freedom of Information and Protection of Privacy Act (FIPPA) and the ability to determine whether or not to release information to customers and client groups based on FIPPA.

• You can oversee the performance of designated administrative activities to support customer service functions.

• You have training and mentoring skills to provide technical advice, guidance, training and mentoring to customer service staff and other groups involved in service delivery.

Knowledge & Experience:

• You have knowledge of and experience with relevant business products and services

• You have the ability to interpret and apply the ministry related acts/legislation for the Contact Centre line of business that you are applying for.

Analytical & Research Skills:

• You have analytical and evaluative methods and techniques to assess complicated and sensitive complaints, issues and problems.

• You have knowledge of research methods and techniques to conduct research related to contentious issues, complaints and problems.

• You can investigate circumstances of issues and compile information for reports.

Communication & Interpersonal Skills:

• Proven communication and interpersonal skills to provide policy and legislation interpretation to customers, client groups and stakeholders, including detailed explanations to ensure understanding.

• The ability to prepare issues reports, correspondence, presentations and develop procedural proposals, training materials and other documentation.

Computer Proficiency:

• You have the ability to use and operate computers, software and database systems such as Microsoft Office and database programs, and the Internet.

• You can access and maintain databases, prepare reports, correspondence and presentations.

Additional Information

Address: 5775 Yonge St, North York, Toronto, 1055 Princess St, Kingston,  33 King St W, Oshawa,

Compensation Group: Ontario Public Service Employees Union

Category: Customer and Client Services

Posted on: Monday, November 4, 2024

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), Corporate Talent Programs Branch, Talent and Leadership Division 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-222762/24(20)

How to apply:

1.            You must apply online by visiting www.ontario.ca/careers. You must enter the job id number 222762 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 team 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 Tuesday, November 19, 2024 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.

The Ontario Public Service is an inclusive employer.

Accommodation is available under the Ontario’s Human Rights Code .

http://www.ontario.ca/careers  JOB ID# 222762

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