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Overview

Position Type: Full time - Permanent

Location: Ontario

Job Band: 2

Salary Range: $21.53 – $26.51/hour

Hours of work: 36.25 hr/week

Reports to: Supervisor, Client Services

Skilled Trades Ontario (STO) is a Crown agency responsible for skilled trades certification in Ontario, which includes:

- Establishing apprenticeship programs, including training standards, curriculum standards and certification exams
- Assessing experience and qualifications of individuals who have not completed an apprenticeship program in Ontario
- Issuing Certificates of Qualification in all trades with certifying exams
- Renewing Certificates of Qualification in compulsory trades
- Maintaining a Public Register of people authorized to work in compulsory trades
- Conducting research in relation to apprenticeship and the trades

Position: Bilingual Client Service Consultant

Reports to: Supervisor, Client Services within the Client Services department

This role uses client service skills and knowledge of Skilled Trades Ontario (STO) to meet client needs through a telephone-based Client Service Centre. It is the “face” of STO, providing and processing information in response to inquiries, concerns and requests about STO.

Responsibilities

- Assists clients in a high-volume, high-pressure contact centre environment, ensuring optimal delivery of products, services, and information to STO members and clients.
- Provide information and respond to client inquiries either by answering in-bound calls, e-mails or in-person (front counter) and making outbound calls.
- Listen to clients to obtain all necessary information, analyze needs, and respond promptly and appropriately.
- Meet specific performance targets through use of superior client service skills.
- Respond to queries and complaints in a professional, courteous manner and provide referrals to address requests for further information.
- Prepare, maintain and analyze records in computer systems, complete call reports and logs, and research issues in a timely fashion.




- Use problem-solving skills to handle difficult or challenging client service needs, resolve conflicts, and make decisions.
- Participate in special projects for process and system improvements in the Client Service Centre.
- Collaborate with stakeholders, partners and colleagues in other departments to ensure a seamless interface with members and clients.
- Provide coverage on reception when required.
- Other duties as assigned.

Qualifications

- Proficiency in reading, writing and speaking in both English and French.
- Relevant years of experience working in a call centre workplace.
- Basic computer knowledge (Windows-based systems and internet navigation).
- Ability to be flexible and adaptable to handle client contacts across channels including telephone, email and in-person.
- Knowledge of client services best practices, theories and principles.
- Knowledge of the programs, services and organizational structure of STO.

Skills Include

- Superior multitasking abilities.
- Oral communication skills and techniques to effectively serve clients.
- Flexibility to work between 7 a.m. and 7 p.m., with potential evenings and weekends based on future need.
- This position is represented by OPSEU.
- Only those candidates selected for an interview will be contacted.

We thank all applicants for their interest and will contact those whose skills, knowledge, and experience most closely match the requirements of the position.

STO embraces diversity and is committed to creating an inclusive workplace. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, and STO’s Accommodation Policy, accommodation will be provided at any point throughout the hiring process, provided the candidate makes their accommodation needs known to STO. We welcome applications from all qualified persons.

Skilled Trades Ontario is an equal opportunity employer.

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Apply on Kit Job: kitjob.ca/job/2g8xxx

📌 Bilingual Client Service Consultant (Mississauga)
🏢 Skilled Trades Ontario / Métiers spécialisés Ontario
📍 Mississauga