Regional Municipality of Peel Hiring for Customer Service Representative at Mississauga, ON Full Time

Corporate Services – Community Connections

Contract Duration: up to 6 months

Full-Time: 35 hours/week

Number of positions to be filled: up to 9

We are looking for energetic, customer focused candidates who are looking for their next opportunity to join our team in helping serve residents in Peel.

You will be accountable for:
Must be willing and available to work an assortment of scheduled shifts between 7:00am to 8:00pm, Monday to Sunday

Adherence to the schedule and call quality information

Providing our residents with an exceptional customer experience

Our service delivery business unit is the frontline contact for Region of Peel programs, services and other corporate wide initiatives.

The Region’s Customer Contact Centre operates on an 18 hour, 7 days per week, 365 days per year basis.

Responsibilities:
Respond tactfully and diplomatically to a large volume of incoming telephone calls, emails and tweets in a timely and courteous manner

Develop an accurate understanding of all call types to direct calls to specific program areas

Document and maintain accurate records in the appropriate system or database

Document requests for service using a variety of systems in a Windows environment

Use of computerized knowledge base systems to provide accurate and complete information

Facilitate customer care concerns within escalation protocols

Take personal accountability for job performance and quality i.e. meeting or exceeding contact centre targets, this includes areas such as accuracy, quality and adherence to work schedule

Participate in and receive feedback/coaching during call quality assessment sessions

Be accountable for calls/emails/chats/tweets and always meet/exceed customer service levels

Adhere to corporate policies, practices, standards and other pertinent legislation such as MFIPPA, PHIPA, etc.

Actively participate in team meetings

Collaborative team player and be able to work independently

Perform other duties as assigned

This position requires flexibility in scheduling to meet demands of the business during the year.

Qualifications:
Minimum High School diploma plus a minimum of one (1) year of customer service/call centre experience

Previous inbound call centre experience is preferred

Collaborative team player and be able to work independently

Strong knowledge of computers, applications and cloud-based technology

Proficient in MS office Suites, data entry and accuracy

Exceptional communication skills, both verbal and written to deal with customer inquiries

Ability to work well under pressure, problem solve and deal with stressful situations

Ability to assess calls, identify issues and respond quickly and appropriately

Must have strong time management and organizational skills

Demonstrated ability to adapt to change in a fast-paced service delivery environment

Ability to exercise care and good judgment in correctly transferring calls

Salesforce or other comparable Customer Relationship Management (CRM) software experience preferred

COVax and VAB experience is preferred

Five9 cloud-based phone system experience is preferred

Comfortable with chat, e-mail and Twitter

If this opportunity matches your qualifications and experience, please apply on-line.

Location: Due to Covid-19, some of our offices are working at limited capacity to protect the health and safety of our employees, clients and community. As such, this position will be required to work remotely for an undetermined period. Once working onsite, you will report to 7120 Hurontario Street, Mississauga.

We are committed to supporting community recovery from COVID-19. This plan will follow a phased approach that is guided by Public Health and Ontario’s Framework for reopening. Get details

Hours: 35 hours/week. Shifts scheduled between 7:00am to 8:00pm, Monday to Sunday.

Interview: Our recruitment process will be completed with video conference technology.

As part of the Region’s ongoing commitment to health and safety, there are enhanced Covid-19 specific safety protocols and/or personal protective equipment requirements (e.g. masks, eye protection, etc.) in place to help protect health and safety. The additional requirements are determined based on the nature of the work being carried out.

New employees who commence employment on or after October 1, 2021 are required to be fully vaccinated against COVID-19 as a condition of employment. Being fully vaccinated is determined as the status of having received the full series of approved vaccines (both doses of a two dose vaccine series, one dose of a single dose vaccine series) and any additional doses required and approved by Health Canada and having satisfied the full post vaccination period required to ensure vaccination efficacy. The Region of Peel reserves the right to request proof of vaccination at any time. Acceptable proof includes an Ontario Ministry of Health COVID-19 vaccine receipt which you can obtain through the Provincial portal https://covid19.ontariohealth.ca/, or other government-issued vaccine passport or certification.

The requirement to be fully vaccinated is subject to the Ontario Human Rights Code. If you are not fully vaccinated, a documented medical reason provided by a physician or registered nurse and time period for the medical reason may be accepted.

About Us:
The Region of Peel serves more than 1.4 million residents and approximately 173,000 businesses in Brampton, Caledon and Mississauga. We deliver a wide range of resident focused services across the Region.

Our 20-year vision for Peel is “Community for Life.” Our goal is to create a place where everyone enjoys a sense of belonging and has access to the services and opportunities needed to thrive in each stage of their lives. Our 2015-2035 Strategic Plan outlines the work we’re focused on to bring this vision to life.

To learn more about the Region of Peel, explore peelregion.ca.

Additional Information:
The Region of Peel is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.

The Region of Peel is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact [email protected]. We encourage applications from all qualified individuals; however, only those under consideration will be contacted.

Please be advised, the Region of Peel uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.