If you aren't already familiar with the free service, 311 is a recently launched service offered by the City of Toronto to improve the public's "accessibility to non-emergency City services and information" while also increasing "the City's effectiveness in responding to public inquiries".
And now, 311 is looking to hire a number of 311 Contact Centre Services Representative.
The main job responsibilities include:
- Answers inquiries and complaints received on all 311 access channels (including telephone, email, in person), explains policies and procedures to the public, refers calls to proper authorities when necessary, initiates service requests and records related information
- Uses specialized knowledge in multiple functional areas to carry out duties in a timely, efficient and accurate manner
- Conducts research and analysis to develop service options for interested parties
- Provides effective verbal and written communications to all inquiries and requests for City services
- Utilizes customer service skills to effectively respond to inquiries and service requests
- Uses knowledge of City operations to guide customers and advocate on their behalf
- Liaises with internal divisions, Emergency Services, and contracted service providers.
- Enters, retrieves and interprets data in customer relationship management and/or work management system databases
- Refers escalated issues to the supervisor and/or manager when applicable
- Interprets and provides information on compliance requirements for applicable legislation, by-laws, policies and procedures
- Utilizes delegated authority to make decisions and critical recommendations (e g. approve eligibility for licensing)
- Performs general clerical duties as required
- May provide call redirection and message taking function
- Keeps informed on activities of the City
If that sounds like something you can do, then make sure you meet the following key qualifications:
1. Considerable experience working in a customer service and call centre environment
2. Considerable experience analyzing, recording and reporting data
3. Considerable experience inputting data and maintaining large multi-screen databases and managing large volumes of information
4. Experience conducting research using various research tools and computerized databases
5. Excellent communication and problem solving skills to deal effectively, both orally and in writing
6. Ability to exercise good judgement in public relations when dealing with members of the public, media, and all levels of staff, including elected officials
7. Demonstrated ability in conflict resolution to create and maintain cooperative working relationships with staff, the public, and other personnel
8. Excellent multi-tasking, organizational and time management skills, including attention to details, ability to set priorities, meet deadlines and deal with conflicting priorities & work demands
9. Excellent keyboarding and proof reading skills with emphasis on accuracy
10. Ability to handle confidential and sensitive information with discretion and tact
11. Highly developed interpersonal skills and the proven ability to work effectively independently and as a member of a team
12. Ability to interpret and provide compliance information on legislation as it relates to specific program areas
13. Strong analytical and problem solving skills in combination with the ability to perform duties under minimal supervision
14. Ability to work overtime when required
15. Ability to work varied shifts including evenings, nights, weekends and statutory/religious holidays.
To apply, complete the required online application form and cut and paste your resume into the appropriate area.
INSIDER TIP: Because the City of Toronto uses Resumix, an online recruitment tool that looks for specific key works and phrases, you must have a keyword/key-phrase heavy electronic resume. Ensure that you format your resume correctly since special fonts and characters will not show up properly. For more information, check out a special posting I wrote on how to analyze job ads for specific keywords.
Applications are due by August 26, 2010.