Customer Service Representative - Jobs in Brampton, ON

Job Description

Customer Service RepresentativePublic Works – Operations SupportOne (1) Contract Part Time, Eleven (11) Months - After HoursOne (1) Casual Part Time - Regular Business HoursAs part of the Public Works Customer Service business unit, this position is the contact for external customers regarding Water Efficiency, Environmental Education, Water Quality and other Public Works Programs and Services. After hours, the CSRs also provide emergency response for situations related to the Public Works Water/Wastewater/Roads Operational Yards, Public Works Facility, Fleet & Inventory Services, Capital Construction Inspections and Environment Control.Public Works Customer Service also provides services to Internal customers; monitoring various alarms, mailing out information, communicating with Police and Fire and completing a Central Dispatch function for the service requests documented by the Corporate Tier I Call Centre. The overnight shift is the single point of contact for calls related to Health, Peel Living, Ontario Works, Transhelp and RPAM. After hours, they are also the single point of contact for the Town of Caledon Public Works and Regulatory Services.Public Works Customer Service operates 24 hours a day, 7 days a week, 365 days of the year. During the application process you will be asked to indicate which position below, you are interest in applying for:Contract Part Time position works after hour shifts including weekends and statutory holidays. You must be available various shifts between the hours of 4:00pm-8:00am Monday-Friday and any shift in a 24-hour period on Saturday, Sunday and statutory holidays. You will be required to participate in a CSR on Stand-by program. This position offer 17.5 hours/week.Casual Part Time position works regular business hours between 7:00am - 5:00pm Monday thru Friday. This position offers no guarantee of hours.What you will do:Responding tactfully and diplomatically to incoming calls from the general public, internal staff, Police and Fire in a call centre environmentMonitor shared email inboxes and answer or direct to the appropriate contact for resolutionMonitoring alarms for Wastewater flow monitors, Long Term Care elevators, Real Property Asset Management and the Health Department’s vaccine fridges and dispatching alarms to the appropriate contactCompleting a Central Dispatch function for the requests for service from one of the Operational Yards documented by the Corporate Tier I Call CentreFanning out emergency notifications received from the Overall Responsible Operator, Conservation Authorities and special weather alertsOperating the two-way radio Voice Communications System (VCOM) and providing back-up service for all talk groupsAssessing the level of response required for all calls, radio communication, service requests and alarmsProviding administrative support by filling orders and completing data-entryDocumenting and maintaining accurate records of all communication and activitiesRelaying information on behalf of the callers for other Regional employees for resolution where applicableOther duties as assignedWhat we require:Secondary school diploma, combined with a minimum one-year office experience, preferably in a front-line call centre environmentExceptional communication skills, both verbal and writtenAbility to work well under pressure, problem solve and deal with stressful situationsAbility to work in a fast-paced customer service environmentAbility to assess calls, identify issues and respond quickly and appropriatelyDetail oriented to maintain accurate recordsCollaborative team player and able to work independently with little supervisionStrong time-management, multi-tasking and organizational skillsMust be able to read mapsPrevious exposure to multi-lined phones and two-way radios would be an assetExperience using Hansen and iPal would be considered an assetMust be available to work an assortment of shifts including evenings, overnight, weekends and holidaysAvailability on weekdays also would be considered an assetMust be available to participate in the CSR on Stand-by programLocation: 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 10 Peel Centre Drive, Brampton.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 detailsHours of Work:Part Time Contract: 17.5 hours per week, between the hours of 4:00pm and 8:00am, Monday to Friday and available for any shift in a 24-hour period on Saturday, Sunday and statutory holidays. 24/7 Operation with stand by rotation required.Casual Part Time: no guarantee of hours, between the hours of 7:00am and 5:00pm, Monday to FridayInterview: 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.If this employment opportunity matches your interest and experience please apply online.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:At the Region of Peel, we respect diversity and treat one another in ways that are fair, courteous and compassionate, recognizing everyone’s contributions. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. The Region of Peel is committed to providing accommodations throughout the recruitment process. If you require accommodation please notify us and we will work with you to meet your needs. 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.