Position ID: 1055
Job Category: Customer Service
Division & Section: 311 Toronto, 311 Toronto Operations Section II
Work Location: METRO HALL, 55 John Street, Toronto
Job Type & Duration: Part-time, Part Time
Hourly Rate and Wage Grade: $32.97 - $36.13, Wage Grade 9
Shift Information: Various per week
Affiliation: L79 Unit B PT
Number of Positions Open: 12
Posting Period: 13-May-2020
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
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.
NOTE TO CURRENT CITY OF TORONTO CUPE 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 your on-line application form, and provide your "Employee Number" in order to be considered for this job opportunity as part of your application process.
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.
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.