Ministry of Public and Business Service Delivery Hiring for Customer Care Agent at Kingston, ON Full Time

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 are an excellent telephone communicator, enjoy working in a fast-paced, team driven environment, then a career in our contact centre as a customer care agent may be for you!

Positions Available:

• 5 temporary irregular on-call positions working 0-36.25 hours per week for up to 12 months with possibility of extension
  
• 1 temporary full-time position for up to 12 months with possibility of extension

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario’s Human Rights Code. Refer to the “How to apply” section if you require a disability-related accommodation.

What can I expect to do in this role?

You will:

• provide information and support services to customers using the telephone
• perform various transactions and support electronic transactions related to government programs, services, legislation, policies and procedures
• proactively provide guidance and support to customers in completing forms and in the use of self-service systems
• review and respond to email, mail and fax inquiries
• research and verify information via databases, websites, and resource documents
• maintain accurate documentation on transactions and identify frequent requests and recurring complaints, and provide input regarding improvements to websites, information tools, resource databases

PLEASE NOTE:

• These positions cover a 24/7 business service operation.

How do I qualify?

Customer Service and Interpersonal Skills:

• You have customer service experience responding to inquiries, providing accurate information and resolving customer issues in a high-volume environment
• You have interpersonal skills to interact with the public, to collaborate in a team driven environment to ensure that operational requirements are being met
• You can effectively adapt services to meet the varying needs of customers

Research, Analysis and Problem Solving Skills:

• 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, business communications, etc.) in order to support the accurate completion of forms and transactions
• You can effectively probe for information, assess situations and determine the underlying needs of the customer beyond those that may have been initially expressed
• You have knowledge of research and information gathering methods

Communication Skills:

• You are a clear, concise oral communicator and have experience providing detailed explanations of programs, services or procedures to customers
• You have experience providing written responses to customers’ requests for information
• You have experience applying effective telephone techniques, customer service principles and quality standards when dealing with diverse inquiries and client groups

Relevant Knowledge:

• You have the ability to acquire and apply knowledge of government services and programs at the municipal, provincial, and federal level

Organizational and Multi-tasking Skills:

• You have demonstrated organizational skills and the ability to multi-task and work effectively in a fast-paced environment

Computer Skills:

• You are proficient with word processing, spreadsheet, database, email and internet applications
• You have experience using computers (i.e. Intranet, Internet, databases, and electronic manuals) to research, retrieve and summarize information

Additional Information:

• In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.

  Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.

  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 employment 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 employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.

• E-MG-189632/22(6)