Customer Care Representatives

• one temporary, full-time (up to 12 months)
• two temporary, part-time (up to 12 months)
• one temporary, irregular on-call (up to 12 months)

 
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 be recognized for meeting or exceeding customer expectations with our service, solutions, leadership and people – every time!
 
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 service representative is for you!
 
What can I expect to do in this role?
 
In this role, you will:

• provide quality in-person front counter customer services by providing timely and accurate information related to government programs, products and services in a retail and customer service-oriented environment
• provide interpretation of guidelines, directives and procedures
• provide guidance and support to customers in completing documents and forms and in the use of public access workstations (e.g. online small business registration)
• provide guidance and support to customers experiencing problems accessing or obtaining specialized information and refer to the appropriate program area or organization for resolution
• process business and individual customer transactions, determining that eligibility requirements are met and required documents are obtained
• collect and process payments, issue refunds and reconcile payments with transactions
• maintain files and electronic database systems
• produce a variety of reports and correspondence

 
Location:  100 Dundas Street, London, Ontario
 
How do I qualify?
 
Customer Service and Communication Skills:

• you have experience providing in-person, front counter customer service responding to inquiries, providing advice and information and resolving customer issues in a high-volume 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 judgment 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 view, ideas and opinions to help make decisions
• you can organize and prioritize workloads

 
Relevant Knowledge:

• you have 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 support the accurate completion of forms and transactions

 
Financial and Administrative Skills:

• you have experience handling cash and operating cash registers and point of sale machines to process monetary transactions
• you can accurately calculate fees, collect money, balance floats and prepare deposits and reports
• you can accurately maintain filing systems

 
Computer Skills:

• you are proficient with word processing, spreadsheet, database, e-mail and Internet applications
• you can use computers to research, retrieve and summarize information 

 
Note:

• Prior to the offer of employment, in accordance with the Ontario Public Service personnel screening checks policy, the top applicant(s) will be required to undergo personnel screening checks, which includes a police records check.

 
Salary range:  $24.00 – $27.84 per hour
 
Please apply online, by June 5, 2013, by visiting www.ontario.ca/careers and entering Job ID 53970 in the Job ID search field. Please follow the instructions to submit your application online. Faxes are not being accepted at this time. If you need employment accommodation, please contact us at www.gojobs.gov.on.ca/ContactUs.aspx to provide your contact information. Recruitment Services staff will contact you within 48 hours. Only those applicants selected for an interview will be contacted.
 
The Ontario Public Service is an equal opportunity employer. Accommodation will be provided in accordance with the Ontario Human Rights Code.
 
www.ontario.ca/careers