311 CONTACT CENTRE SVCS REPRESENTATIVE

City of Toronto • Toronto, ON

7d • Onsite

About The Position

311 Toronto is the voice of the City, where service excellence meets civic impact. As a 311 Contact Centre Services Representative, you will help shape how residents, businesses and visitors experience City services every day. This is a meaningful customer service role where you will help resolve issues, answer questions, support service requests, and connect people with the programs and services that help Toronto work. As a 311 Toronto Contact Centre Services Representative, you are a key gateway to City information, programs and services. 311 Toronto is committed to putting customers first and ensuring every interaction provides exceptional service throughout the customer journey. Using a solution-focused mindset, strong communication skills, sound judgment and critical thinking, you will respond to customer inquiries across multiple channels, research information, initiate service requests, and support customers in navigating City services. This role requires professionalism, empathy, accuracy, resilience and the ability to manage a high volume of customer interactions in a fast-paced contact centre environment. 311 Toronto operates in a fast-paced, 24/7 contact centre environment. Successful candidates must be comfortable handling a high volume of customer interactions, navigating multiple systems at the same time, researching information quickly, documenting accurately, and supporting customers who may be frustrated, upset or experiencing urgent issues. This role requires strong judgment, empathy, resilience and the ability to remain calm and professional while providing accurate information and service options. Representatives are expected to promote digital and self-service options where appropriate and support first-contact resolution whenever possible.

Requirements

• Considerable experience in a high-volume contact centre or customer service environment receiving inbound communications, including phone, email, social media, live chat or other customer contact channels.
• Considerable experience providing exceptional customer service, including experience using de-escalation techniques and managing difficult or sensitive customer interactions.
• Considerable experience multitasking while working with large volumes of information, including researching, assessing, recording and reporting data while navigating multiple applications and computer screens.
• Considerable experience using call centre or contact centre technologies, databases and software, such as customer relationship management applications, workforce management tools, knowledge base databases or similar systems.
• Ability to listen empathetically, interpret customer needs and respond with exceptional oral and written communication skills.
• Ability to provide proactive, solution-focused service with confidence and tact when dealing with confidential, sensitive or challenging situations.
• Ability to navigate multiple systems to support first-contact resolution.
• Strong technical skills and the ability to promote digital and self-service options.
• Knowledge of contact centre principles, practices and key performance metrics.
• Ability to adapt and demonstrate emotional resilience in a fast-paced environment.
• Proficiency in conflict resolution techniques to effectively manage interactions with upset or frustrated customers.
• Strong multitasking skills, including the ability to document calls, navigate multiple systems and interact with customers simultaneously.
• Proven ability to thrive in a busy environment while working independently to achieve operational and service goals.
• Strong verbal and written communication skills.
• Ability to learn new systems, processes and information quickly.
• Strong research, analysis and knowledge-gathering skills.
• Ability to keep accurate records efficiently.
• Ability to work within tight timelines and meet service expectations.
• Ability to use Microsoft Office, including Word and Excel.
• Availability to work flexible hours, including days, afternoons, overnights, weekends and holidays, to meet operational needs.

Responsibilities

• Answer inquiries and complaints by telephone, email, in person, and through digital or self-service channels.
• Explain City policies, procedures, programs and services to the public.
• Initiate service requests and accurately record related information.
• Refer calls or requests to the appropriate division, agency or authority when required.
• Use knowledge across multiple City service areas to support customer inquiries and requests.
• Stay informed on City operations, service updates and customer-facing information.
• Conduct research and analysis to identify service options and provide accurate information.
• Provide clear verbal and written communication in response to inquiries and requests for City services.
• Apply customer service, de-escalation and conflict-resolution skills to address inquiries, complaints and customer concerns.
• Use knowledge of City operations to guide customers and advocate on their behalf where appropriate.
• Liaise with internal divisions, Emergency Services and contracted service providers.
• Enter, retrieve, interpret and update data in customer relationship management systems, work management systems, knowledge bases and related databases.
• Provide information on compliance with applicable legislation, by-laws, policies and procedures.
• Apply approved guidelines, policies and procedures to support accurate service delivery and determine appropriate next steps.
• Promote digital and self-service options to support customer access to City services.
• Perform general clerical duties as required.
• Redirect calls as necessary and take messages when appropriate.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed