Customer Service Representative (After Hours)

Customer Service Representative, After Hours
Corporate Services – Community Connections
Status 2 Contract Full Time; 3 Contract Part Time
Work Mode Remote* see below for more details about this work mode.
Location 7120 Hurontario Street, Mississauga
Hours of Work Minimum of 25 hours per week

• Monday to Friday; 400pm - 100am
• Saturday & Sunday, Holidays and Peel Region closures 700am-100am

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.
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.
You will be accountable for

• Willingness and availability to work an assortment of scheduled shifts between 400PM - 100AM Monday to Friday; 700AM – 100AM Saturday & Sunday, Holidays and Peel Region closures.
• Customer centric model, providing our residents with an exceptional customer experience, via phone, email, chat and social media
• Adherence to the schedule and call quality

What you will do in this role

• Document requests for service using a variety of systems in a Windows environment
• Facilitate customer care concerns within escalation protocols
• Actively participate in team meetings
• Collaborative team player and be able to work independently
• Participate in and receive feedback/coaching during call quality assessment sessions
• Develop an accurate understanding of all call types in order to direct calls to specific program areas
• Respond tactfully and diplomatically to a large volume of incoming telephone calls, emails and tweets in a timely and courteous manner
• Perform other duties as assigned
• Document and maintain accurate records in the appropriate system or database
• Be accountable for calls/emails/chats/tweets and always meet/exceed customer service levels
• Use of computerized knowledge base systems to provide accurate and complete information
• 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
• Adhere to corporate policies, practices, standards and other pertinent legislation such as MFIPPA, PHIPA, etc.

What the role requires

• Minimum High School diploma plus a minimum of one (1) year of customer service/call centre experience
• This position requires flexibility in scheduling to meet demands of the business during the year
• Clear Criminal Record Check prior to Start Date
• Comfortable with chat, e-mail, Twitter and Social Media
• Proficient in MS Office Suites and computer savvy with technology

Skills/Abilities

• Exceptional communication skills, both verbal and written to deal with customer inquiries
• Demonstrated ability to adapt to change in a fast-paced service delivery environment
• Collaborative team player and be able to work independently
• Ability to work well under pressure, problem solve and deal with stressful situations
• Must have effective time management and organizational skills
• Ability to exercise care and good judgment in correctly transferring calls
• Excellent keyboarding and data entry skills
• Ability to assess calls, identify issues and respond quickly and appropriately

Nice to have

• Previous inbound call centre experience
• Salesforce or other comparable Customer Relationship Management (CRM) software experience
• Five9 cloud-based phone system experience

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 10 Peel Centre Drive, Brampton worksite. Your remote work location must be located within the province of Ontario.
Interview Our recruitment process will be completed with video conference technology.
At Peel Region, we value being open and transparent with our community. The Ontario government has passed legislation that will dissolve Peel Region on January 1, 2025. Peel remains committed to providing uninterrupted services to our residents and businesses through the transition. Skilled and qualified professionals are and will be needed to deliver services to the Peel community regardless of the governance model. For information about our transition and how we continue delivering services, visit peelregion.ca/transition.
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.
Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. Peel Region 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, Peel Region 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 Peel Region, 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 Peel Region.
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.