Job ID: 36421

Job Category: Customer Service

Division & Section: Customer Experience, CX Channel Operations

Work Location: Metro Hall, 55 John Street, Toronto, Ontario, M5V 3V6

Job Type & Duration: Part-time Indefinite

Hourly Rate and Wage Grade: $35.17 - $38.53, Wage Grade 9

Shift Information: Various (Days, Afternoons, Overnight, Weekends/Holidays)

Affiliation: L79 Unit B PT

Number of Positions Open: 12

Posting Period: 03-Jan-2024 to 17-Jan-2024

Shift Requirements:

Must be available to work varied shifts (days, afternoons, and overnight shifts), including Saturdays & Sundays and holidays, work location being at Metro Hall, with the possibility of hybrid work. Work schedules are posted four (4) weeks in advance and hours of work will be determined based on operational needs, including call-in shift coverage.

Major Responsibilities:

• Answers inquiries and complaints received on all 311 access channels, including but not limited to: telephone, email and in person.
• Explains policies and procedures to the public, refers calls to proper authorities, when necessary, initiates service requests and records related information.
• Uses specialized knowledge in multiple functional areas to carry out duties in a timely, efficient, and accurate manner.
• Conducts research and analysis to develop service options for interested parties.
• Provides effective verbal and written communications to all inquiries and requests for City services.
• Utilizes customer service skills to effectively respond to inquiries and service requests.
• Uses knowledge of City operations to guide customers and advocate on their behalf.
• Liaises with internal divisions, Emergency Services, and contracted service providers.
• Enters, retrieves, and interprets data in customer relationship management and/or work management system databases; Refers escalated issues to the supervisor and/or manager when applicable
• Interprets and provides information on compliance requirements for applicable legislation, bylaws, policies, and procedures.
• Utilizes delegated authority to make decisions and critical recommendations (e.g., approve eligibility for licensing, etc.).
• Performs general clerical duties as required.
• Redirects calls as necessary and may perform message taking function.

Key Qualifications:

Your application must describe your qualifications as they relate to:

1. Considerable experience in a high-volume call centre receiving inbound communications including phone, e-mail, social media (e.g. Twitter), live chat, etc.
2. Considerable experience providing first class customer service, including experience with de-escalation techniques and managing difficult calls.
3. Considerable experience multi-tasking with large volumes of information including researching, assessing, recording and reporting data, while utilizing multiple applications and computer screens.
4. Experience with call/contact center technologies, databases and software (e.g., Customer Relationship Management applications, workforce management tools, knowledge base databases, etc.

You must also have:

• Highly developed interpersonal skills, including excellent oral and written communications skills, with the ability to empathetically listen, interpret and respond.
• Ability to deal with difficult clients, de-escalate and diffuse challenging situations and successfully resolve customer issues in a diplomatic, unbiased, and professional manner.
• Ability to exercise sound judgement, tact and diplomacy when dealing with confidential and sensitive information.
• Strong analytical, problem solving, multi-tasking, organizational and time management skills, with the ability to work independently with little direction and as a member of a team.
• Excellent keyboarding and proof-reading skills with emphasis on accuracy and attention to detail.
• Ability to interpret and provide compliance information on legislation as it relates to specific program areas.
• Knowledge of contact centre principles, practices, and key performance metrics.
• Must be available to work varied shifts including evenings, nights, weekends, and statutory/religious holidays.
• Must be available to work overtime when required.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.