25 Aug
City of Toronto

25 Aug

City of Toronto


Posting Period:


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.

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.

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