Talent Pool - Contact Centre Representative - Jobs in Toronto, ON

Job Description

The Office of the Public Guardian and Trustee (OPGT) delivers a unique and diverse range of services that safeguard the legal and financial interests of private individuals and estates. This is an opportunity to work in a rewarding role providing services to clients who are incapable of making decisions regarding personal finances, property or health. It offers a challenging opportunity for individuals skilled in providing excellent customer service when explaining comprehensive information on a range of services and who wants to make a difference in the day-to-day lives of our vulnerable clients. As part of our team, you will receive, respond to or redirect inquiries all while maintaining quality customer service standards. If you are an excellent communicator and enjoy working in a fast-paced, team driven environment, then a career in the OPGT Contact Center may be for you!This competition will be used to create an eligibility list of qualified candidates to fill possible temporary opportunities across Ontario within the next eighteen months. The number of positions to be filled has not yet been identified at this time.Unilingual and Bilingual (French) opportunities may be available in:

• London
• Hamilton
• Toronto
• Ottawa
• Sudbury
• Thunder Bay

Please indicate the location(s) you are applying to in your application, however, we may not be able to accommodate everyones preferences based on operational needs.What can I expect to do in this roleYou will:

• provide clear verbal communications to diverse public callers, clients and stakeholders and explain OPGTs role to clients, family members and caregivers
• actively listen and probe to determine the nature and complexity of the enquiry and appropriate course of action
• apply professionalism, compassion and quality service standards to every interaction
• proactively provide guidance and support to clients in completing forms, navigating self-service systems, and in accessing data and information

How do I qualifyMandatory (for Bilingual position only)

• You must possess oral and written French language skills at the advanced level. Your proficiency level will be confirmed before hire.

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 and to collaborate in a team driven environment to ensure that operational requirements are being met
• You can respond to upset clients and handle difficult situations with tact and diplomacy
• You can effectively adapt services to meet the varying needs of customers
• You have good listening skills and are able to find solutions to problems
• You are able to communicate with staff and clients well both in writing and verbally
• You can explain and interpret legal procedures, legislation and regulations
• You can provide information in plain language over the phone, in writing or in person

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, Substitute Decisions Act, Mental Health Act) in order to provide accurate and complete information to the public
• 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
• You have sound judgment and interpretative skills to determine the nature of the enquiry and needs of the client

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

Technical Knowledge:

• You have the ability to acquire and apply knowledge of government services and programs

Computer Skills:

• You are proficient with word processing, spreadsheet, database, email and internet applications
• You have the ability to work in a fully automated environment using on-line database various Windows based computer applications
• You have experience using computers (i.e. Intranet, Internet, databases, and electronic manuals) to research, retrieve and summarize information

Additional Information:Address:

• Temporary, duration up to 12 months, London, West Region or Toronto, Toronto Region or Sudbury, North Region or Ottawa, East Region or Thunder Bay, North Region or Hamilton, West Region, Criminal Record and Judicial Matters Check, Credit History Check
• Bilingual Temporary, duration up to 12 months, London, West Region or Toronto, Toronto Region or Sudbury, North Region or Ottawa, East Region or Thunder Bay, North Region or Hamilton, West Region, Criminal Record and Judicial Matters Check, Credit History Check

Compensation Group: Ontario Public Service Employees UnionUnderstanding the job ad - definitionsSchedule: 3.7Category: Customer and Client ServicesPosted on: Wednesday, October 26, 2022Note:

• This ad is also available in French.
• The number of positions to be filled has not been identified at this time. This competition will be used to create an eligibility list of qualified candidates to fill upcoming opportunities within the next eighteen months following the closing date of the job ad posting.
• 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 individuals 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-AG-181519/22

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