311 Contact Centre Services Representative
City of Toronto
Toronto, ON
Toronto is Canada’s largest city, the fourth largest in North America, and home to a diverse population of about 2.8 million people. Consistently ranked one of the world’s most livable cities, we are a global centre for business, finance, arts and culture. Join the award-winning Toronto Public Service as 311 Contact Centre Services within our _311 Toronto Division.

NOTE TO CURRENT CITY OF TORONTO LOCAL 79 PART-TIME EMPLOYEES: If you are a current City of Toronto Local 79 part-time employee, you must indicate that you are a "Current Part-time employee" in the "Custom Information" section of your on-line application form, and provide your "Employee Number" in order to be considered for this job opportunity.

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
Keeps informed on activities of the City

Key Qualifications:
Your application must describe your qualifications as they relate to:

Considerable experience in a high volume call centre receiving inbound communications including phone, e-mail, social media (e.g. Twitter), live chat, etc.
Considerable experience providing first class customer service, including experience with de-escalation techniques and managing difficult calls.
Considerable experience multi-tasking with large volumes of information including researching, assessing, recording and reporting data, while utilizing multiple applications and computer screens.
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.

Equity, Diversity and Inclusion:
The City of Toronto is committed to fostering an inclusive, accessible environment where all employees and members of the public feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the public and the communities in which we live and serve.

If you are an individual who requires accommodation to apply to this position, due to disability under the Ontario Human Rights Code, please email us at accommodationforapplication@toronto.ca, quoting job ID # and the job title. The City is committed to providing Code-protected accommodation throughout its hiring process. Please visit Hiring Policies and Statements for further details.