311 CONTACT CENTRE SVCS REPRESENTATIVE

Job ID: 52999

• Job Category: Customer Service
• Division & Section: Customer Experience, CX Channel Operations
• Work Location: Metro Hall, 55 John St., Toronto
• Job Type & Duration: Part-time, Indefinite
• Hourly Rate: $35.17 - $38.53
• Shift Information: Various, to cover 24/7 operation (Days, Afternoons, Overnight, Weekend/Holidays)
• Affiliation: L79 Unit B PT
  Number of Positions Open: 15 
• Posting Period: 27-JAN-2025 to 10-FEB-2025

311 Toronto, Channel Operations, Part Time, Contact Centre Service Representatives (PT-CCSR) answer inquiries, complaints, and concerns, received on all 311 access channels (including telephone, email, chat and in person), explain policies and procedures to the public, refer calls to proper authorities, when necessary, initiate service requests and record related information.  PT-CCSR’s are guaranteed to be scheduled a minimum of 3 hours per scheduling period or more pending operational requirements.  Total number of hours that a PT-CCSR will be scheduled per week is based upon operational needs, seniority, and availability for shifts.

SHIFT REQUIREMENTS:

Must be available to work varied shifts (days, afternoons, and overnight shifts), including Saturdays & Sundays and holidays. 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.  Shifts scheduled can range from 3 hour up to 8 hours shifts per schedule based on seniority.

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.

To ensure success and continued employment with 311, Channel Operations, all new PT-CCSR’s must attend and adhere to the 5-weeks of mandatory training, which will be held, Monday to Friday, 8:30 a.m. – 4:00 p.m. (excluding any civic or statutory holidays), where attendance, including adherence for the start time of each class is vital to the continued success in remaining in the position.  Mandatory training is conducted in person (location of training will be provided to successful candidates), which includes, “hands-on” shadowing and reverse shadowing.  Additionally, to ensure a new PT-CCSR’s continued employment with 311 Channel Operations, while completing mandatory training, during weekly testing the requirement to meet or exceed the standard passing mark or percentage and the importance to adhere to all 311 Channel Operations, Policies and Procedures.  

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.