311 CONTACT CENTRE SVCS REPRESENTATIVE

at  City of Toronto

Job ID: 52999
Job Category: Customer Service
Division & Section: Customer Experience, CX Channel Operations
Work Location: Metro Hall, 55 John St., Toronto
Job Type & Duration: Part-time, Indefinite
Hourly Rate: $35.17 - $38.53
Shift Information: Various, to cover 24/7 operation (Days, Afternoons, Overnight, Weekend/Holidays)
Affiliation: L79 Unit B PT
Number of Positions Open: 15
Posting Period: 27-JAN-2025 to 10-FEB-2025
311 Toronto, Channel Operations, Part Time, Contact Centre Service Representatives (PT-CCSR) answer inquiries, complaints, and concerns, received on all 311 access channels (including telephone, email, chat and in person), explain policies and procedures to the public, refer calls to proper authorities, when necessary, initiate service requests and record related information. PT-CCSR’s are guaranteed to be scheduled a minimum of 3 hours per scheduling period or more pending operational requirements. Total number of hours that a PT-CCSR will be scheduled per week is based upon operational needs, seniority, and availability for shifts.

SHIFT REQUIREMENTS:

Must be available to work varied shifts (days, afternoons, and overnight shifts), including Saturdays & Sundays and holidays. Work schedules are posted four (4) weeks in advance and hours of work will be determined based on operational needs, including call-in shift coverage. Shifts scheduled can range from 3 hour up to 8 hours shifts per schedule based on seniority.

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.

• 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.