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Title : CUSTOMER CARE REPRESENTATIVE - Ministry of Government and Consumer Services - Hamilton, ON
link : CUSTOMER CARE REPRESENTATIVE - Ministry of Government and Consumer Services - Hamilton, ON

CUSTOMER CARE REPRESENTATIVE - Ministry of Government and Consumer Services - Hamilton, ON

CUSTOMER CARE REPRESENTATIVE (PART-TIME BILINGUAL FRENCH)

Organization:

Ministry of Government and Consumer Services

Division:

ServiceOntario - Retail Office

City:

Hamilton

Job Term:

1 Temporary - duration up to 6 months

Job Code:

95423 - Customer Service Rep 2

Salary:

$24.71 - $28.65 Per Hour*
*Indicates the salary listed as per the OPSEU Collective Agreement.

Understanding the job ad - definitions

Posting Status:

Open

Job ID:

113922

Apply Online
View Job Description

Note:
• Entry level applicants may be hired at the Customer Service Representative 2 Training (CSR - 2T) level
• Starting salary for the CSR - 2T level: $23.18 per hour

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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 make Government better through service excellence and innovation. Our Mission is to design and deliver excellent services and solutions and to champion service delivery transformation.

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 (i.e., 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 obtaining required documents
• Collect and process payments, issuing refunds, and reconcile payments with transactions
• Maintain files and electronic database systems
• Produce a variety of reports and correspondence

How do I qualify?

Mandatory

• You are proficient in English and advanced level oral French

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 views, ideas and opinions to help make decisions
• You can organize and prioritize workloads

Relevent 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, prepare deposits and reports
• You can accurately maintain filing systems

Computer Skills

• You are proficient with word processing, spreadsheet, database, email and internet applications
• You can use computers to research, retrieve and summarize information

Additional Information:

Address:

• 1 Bilingual Temporary - PartTime, duration up to 6 months, 119 King St W, Hamilton, West Region, General Screening Requirement

Compensation Group:

Ontario Public Service Employees Union

Understanding the job ad - definitions

Schedule:

3.7

Category:

Customer and Client Services

Posted on:

Friday, November 10, 2017

Note:

• This ad is also available in French.
• In accordance with the Ontario Public Service Employment Screening Checks Policy, the top candidate(s) may be required to undergo a security screening check. Please refer to the Additional Information / Address section above to determine the screening checks that are required for this position.
  
  You will be responsible for obtaining the criminal record check at your own expense and provide it, along with your written consent, to the Transition and Security Office (TSO), HR Service Delivery Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional screening checks as indicated in the Additional Information / Address section above that were not obtained directly by you. (Note: If a Vulnerable Sector Screening/Check is required, it must also be obtained in person at your local police service.)
  
  A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Screening check records will be maintained by the TSO and kept strictly confidential.
• C-MG-113922/17

How to apply:

1. You must apply online.
2. Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.
3. Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.
4. Read the job description to make sure you understand this job.
5. OPS employees are required to quote their WIN EMPLOYEE ID number when applying.
6. If you require a disability related accommodation in order to participate in the recruitment process, please Contact Us to provide your contact information. Recruitment Services staff will contact you within 48 hours.

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