311 CONTACT CENTRE SVCS REPRESENTATIVE

• Job ID: 60486
• Job Category: Customer Service
• Division & Section: Customer Experience, CX Channel Operations
• Work Location: Metro Hall, 55 John Street, Toronto, ON M5V 0C4 
• Job Type & Duration: 10 Temporary (12 months), Part Time Vacancies
• Hourly Rate: $36.77- $40.13
• Shift Information: Various, to cover 24/7 operation (Days, Afternoons, Overnight, Weekend/Holidays)
• Affiliation: L79 Part Time, Unit B
• Number of Positions Open: 10
• Posting Period: 31-Oct-2025 to 14-Nov-2025

Join Us!

If you are interested in learning more about the 311 Toronto Contact Centre Service Representative role, we invite you to attend a virtual TEAMS information session with Divisional staff on Friday, November 7, 2025, from 12:00PM to 1:00PM Eastern Time (US & Canada). This session will provide an opportunity to ask questions about the role, the City of Toronto’s Corporate Services Division, and the City's application process.

Please register to attend the session using the following link: https://events.teams.microsoft.com/event/79cba279-87a8-4e94-bc3d-b5e5ae06e2d0@f0bc8ec6-9ed8-4d0c-9189-411ad949cc65

• Note: Your name and email are required for registration but will remain confidential during the session.

About the Role:

As a 311 Toronto Contact Centre Service Representative (PT-CSR) you are the gateway to city information, programs and services.  311 Toronto is committed to putting customers first and ensuring every interaction provides exceptional service throughout the customer journey by using a solution focused mindset to resolve all customer inquires via multiple channels.  You will do this by providing world class service during each interaction by using strong critical thinking skills and investigating and researching to drive resolution.

Major Responsibilities:

• Answers inquiries and complaints by telephone, email, in person or through self serve channels.
• Explains policies and procedures to the public, refers calls to proper authorities, when necessary, initiates service requests and records related information.
• Uses knowledge in multiple functional areas to carry out duties. Keeps informed on activities of the City.
• Conducts research and analysis to develop service options for interested parties.
• Provides verbal and written communications to all inquiries and requests for City services.
• Utilizes customer service skills to address inquiries, customer concerns 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.
• Interprets and provides information on compliance with applicable legislation, by-laws, policies and procedures.
• Utilizes delegated authority to make decisions and critical recommendations (e. g. approve eligibility for licensing).
• Performs general clerical duties.
• Redirects calls as necessary and takes messages

Key Qualifications:

Your application must describe your qualifications as they relate to:

1. Considerable experience in a high-volume centre (e.g. Telecommunications) receiving inbound communications including phone, e-mail, social media (e.g. Twitter), live chat, etc.
2. Considerable experience providing exceptional 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 navigating multiple applications and computer screens.
4. Considerable 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:

• Ability to listen empathetically, interpret and respond with exceptional oral and written interpersonal skills.
• Provide pre-emptive solutions with confidence and tact when dealing with confidential, sensitive and challenging situations.
• Ability to navigate multiple systems to provide first call resolution.
• Have strong technical skills to promote digital and self-service options.
• Possess strong knowledge of contact centre principles, practices, and key performance metrics.
• Ability to adapt with emotional resilience in fast paced environment. 
• Proficiency in conflict resolution techniques to effectively manage interactions with upset customers.
• Ability to use robust multi-tasking skills (e.g. able to log calls, navigate multiple systems and interact with the customer simultaneously).
• Proven ability to thrive in a busy environment, working independently to achieve strategic goals. 
• Great communication (both verbal and written) skills.
• Ability to learn new systems quickly.
• Strong research and knowledge gathering skills.
• Ability to keep accurate records efficiently.
• Ability to work with tight deadlines.
• Ability to use Microsoft Office: Word, Excel.
• Availability to work flexible hours, including days, evenings, weekends, and holidays to meet customer needs.

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.