Customer Service Representative – Human Services

Customer Service Representative – Human Services Portfolio

Corporate Services – Community Connections

Status 3 Contract Full Time & 2 Contract Part Time; 12 Months

Salary Range $53,110 to $66,389 per annum

Work Mode Remote *see below for more details about this work mode.

Location 7120 Hurontario Street, Mississauga

Hours of Work 35 hours per week (Full Time) & 25 hours per week (Part Time)

You will be accountable for

• Team player with strong communication skills
• Providing our residents with an exceptional customer experience
• Adherence to the schedule and performance metrics
• Must be willing and available to work an assortment of scheduled shifts between 700am to 800pm, Monday to Sunday, including statutory holidays, Peel Region closures and/or emergencies

Our service delivery business unit is the frontline contact for Peel Region 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.

What you will do in this role

• This position requires flexibility in scheduling to meet demands of the business during the year
• Participate in and receive feedback/coaching during call quality assessment sessions
• Adhere to corporate policies, practices, standards and other pertinent legislation such as MFIPPA, PHIPA, etc.
• Be accountable for calls/chats/emails/tweets and always meet/exceed customer service levels
• Facilitate customer service concerns within escalation protocols
• Develop an accurate understanding of all call types to direct calls to specific program areas
• Take personal accountability for job performance and quality i.e., meeting or exceeding contact centre targets, this includes areas such as satisfaction surveys, quality and adherence to work schedule
• Respond tactfully and diplomatically to a large volume of incoming telephone calls, chats, emails and tweets in a timely and courteous manner as per SLA
• Actively participate in team meetings
• Perform other duties as assigned
• Collaborative team player and be able to work independently
• Document and maintain accurate records in the appropriate system or database
• Use of knowledge base systems to provide accurate and complete information
• Document requests for service using a variety of applications

What the role requires

• Five9 cloud-based phone system experience is preferred
• Previous inbound call centre experience is preferred
• Minimum High School diploma plus a minimum of one (1) year of customer service/call centre experience, or a combination of education and experience may be considered
• Salesforce or other comparable Customer Relationship Management (CRM) software experience preferred

Skills/Abilities

• Ability to exercise care and good judgment in correctly transferring calls
• Strong knowledge of working with computers, applications, and cloud-based technology
• Comfortable with Chat, E-mail, and Twitter
• Must have strong time management and organizational skills
• Collaborative team player and be able to work independently
• Proficient in MS Office Suites, data entry and accuracy
• Ability to assess calls, identify issues and respond quickly and appropriately
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
• Exceptional communication skills, both verbal and written to deal with internal/external inquiries
• Ability to work well under pressure, problem solve and deal with stressful situations
• Demonstrated ability to adapt to change in a fast-paced service delivery environment

Nice to have

• SAMS and/or OCCMS are preferred
• Experience with Human/Social Services programs is preferred

Perks @ Peel and why you will love working for us

• Supportive leadership and a culture of respect and inclusion
• Accrue Vacation on a monthly basis up to 3 weeks per annum
• 3 Paid personal days and floating holidays
• Automatic enrolment into OMERS pension plan
• Access to tuition reimbursement (where applicable) and learning and development resources
• Annual performance review and merit increases based on performance
• Flexible hours supporting your wellness and wellbeing

Work Mode & Job Location In this role you will have the ability to work mostly remote. You will be required to occasionally attend on-site meetings based on operational requirements at the 7120 Hurontario Street, Mississauga worksite. Your remote work location must be located within the province of Ontario.

The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved. 

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

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

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 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.

Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. The Region of Peel delivers essential services to more than 1.5 million residents and approximately 175,000 businesses.

We’re working to create a community that is safe, inclusive, and accessible. A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.

Our workforce is 6,500 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support.

Recognized by Canada's Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, the Region of Peel is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking. At Region of Peel, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won't find a better opportunity than the Region of Peel.

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].

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.