Customer Care Specialist

Organization: Ministry of Public and Business Service Delivery and Procurement

City: Kingston, North York, Oshawa

Job Term: 16 Temporary assignments/contracts up to 12 months with possibility of extension

Job Code: 95424 – Customer Service Rep 3

Posting Status: Open Targeted

Job ID: 222762

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Do you have exceptional customer service skills? Are you committed to service excellence? Then consider these challenging opportunities with the Driver and Vehicle Hotline team where you will support ServiceOntario’s commitment to providing the best customer experience possible.

Please note: The office hours for these positions are from Monday to Friday 8:30am to 9:00pm and Saturday from 9:00am to 5:00pm.

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

We are committed to building a workforce that reflects the communities we serve and to promoting 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.

What can I expect to do in this role?

1. Provide specialized guidance on Government and Ministry products, programs, and service offerings to internal/external clients.
2. Handle difficult, contentious, and/or sensitive problems and issues, generally escalated by customer service staff or referred by management.
3. Provide interpretation of related legislation, regulations, policies, and procedures to stakeholders, including senior officials.
4. Identify recurring trends, problems, or issues related to legislation, regulations, policy, and systems.
5. Identify training needs, provide input into training approaches and methods, and deliver training workshops, one-on-one training, and coaching to customer service staff.
6. Provide continuous daily support to identify gaps in process and ensure compliance with policies and procedures.

Leadership & Customer Service Skills:

1. Provide professional, responsive customer service and care to mediate and resolve disputes between clients.
2. Demonstrated experience working in a contact centre or customer service environment.
3. Knowledge of the Freedom of Information and Protection of Privacy Act (FIPPA) and the ability to determine whether or not to release information to customers and client groups based on FIPPA.
4. Oversee the performance of designated administrative activities to support customer service functions.
5. Training and mentoring skills to provide technical advice, guidance, training, and mentoring to customer service staff and other groups involved in service delivery.

Knowledge & Experience:

1. Knowledge of and experience with relevant business products and services.
2. Ability to interpret and apply the ministry-related acts/legislation for the Contact Centre line of business that you are applying for.

Analytical & Research Skills:

1. Analytical and evaluative methods and techniques to assess complicated and sensitive complaints, issues, and problems.
2. Knowledge of research methods and techniques to conduct research related to contentious issues, complaints, and problems.
3. Investigate circumstances of issues and compile information for reports.

Communication & Interpersonal Skills:

1. Proven communication and interpersonal skills to provide policy and legislation interpretation to customers, client groups, and stakeholders, including detailed explanations to ensure understanding.
2. Ability to prepare issues reports, correspondence, presentations, and develop procedural proposals, training materials, and other documentation.
3. Ability to use and operate computers, software and database systems such as Microsoft Office and database programs, and the Internet.
4. Access and maintain databases, prepare reports, correspondence, and presentations.

Additional Information

Address: 5775 Yonge St, North York, Toronto, 1055 Princess St, Kingston, 33 King St W, Oshawa

Category: Customer and Client Services

Posted on: Monday, November 4, 2024

Note: 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.

How to apply:

1. You must apply online by visiting www.ontario.ca/careers. You must enter the job id number 222762 in the Job ID search field to locate the job ad.
2. Your cover letter and resume combined should not exceed five (5) pages.
3. Customize your cover letter and resume to the qualifications listed on the job ad.
4. Read the job description to make sure you understand this job.
5. OPS employees are required to quote their WIN EMPLOYEE ID number when applying.
6. If you require a disability related accommodation in order to participate in the recruitment process, please Contact Us to provide your contact information.

Remember: The deadline to apply is Tuesday, November 19, 2024 11:59 pm EST. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.

The Ontario Public Service is an inclusive employer. Accommodation is available under the Ontario’s Human Rights Code.