Customer Service Representative

Calling all experienced individuals who are passionate about customer service!

This is a continuous posting based on operational needs and may be extended or closed at any time without notice.

How To Apply: If you are interested and demonstrate the qualifications outlined below, please CLICK HERE to complete your application, you may be contacted for further assessment.

A cover letter and resume is not required at this time.

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?You will:
• provide public counter customer services offered by ServiceOntario in a fast-paced environment
• provide guidance on ServiceOntario guidelines, directives, and procedures
• assist customers to complete documents and forms related to services offered at ServiceOntario
• respond to customer inquires about accessing ServiceOntario services, directing them to the right resources for resolution
• process personal and business transactions accurately following strict policies & procedures
• use a computer to update electronic databases with accuracy
• collect fees and payments and verify all transactions
• maintain established filling systems

Please note: Effective January 1st, 2024 the salary range for this position is $28.81 to $33.40 per hour in compliance with OPSEU Unified Bargaining Unit collective agreement provisions. The new rates, effective retroactive to January 1, 2024, were recently confirmed and dates for implementation of the new salary rates are still to be determined.
• Entry level applicants may be hired at the Customer Service Representative 2 Training (CSR - 2T) level
• Starting salary for the CSR - 2T level will be 27.02 per hour

How do I qualify?Customer Service and Communication Skills:• You have experience in customer service
• You communicate effectively and know how to seek clarification from customers smoothly to fully address needs/inquires
• You have written communication skills to prepare correspondence
• You are friendly and respectful and easily diffuse challenging situations

Problem-Solving and Analytical Skills:• You have experience in analyzing and finding solutions to problems.
• You know when to probe for information, how to assess situations and determine an appropriate course of action.
• You have good judgement, tact and sensitivity when interacting with customers

Collaboration and Organizational Skills:• You easily adapt in a team environment and embrace collaboration to complete tasks.
• You have proven ability interact with team members and value different viewpoints, ideas, and opinions
• You have planning and organization skills to manage and prioritize shared work tasks

Financial and Administrative Skills:• You have cash handling experience
• You have math skills to calculate fees, and the ability to prepare financial balances, deposits, and related reports.
• You have administrative skills and can accurately maintain filing systems.

Computer Skills:• You are proficient with word processing, spreadsheet, database, email, and internet applications.
• You have experience using computers to research, retrieve and summarize information.

Understanding ServiceOntario Offerings:• You are aware of and/or can learn about ServiceOntario services and programs
• You can learn, find, and use the rules and guidelines that apply to ServiceOntario products and services
Follow this LINK for more information on the services we offer.

Additional Information:

Note:

• 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 individual's 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.
  
  Note: This is not a competition under Article 6 of the OPSEU collective agreement and will only be used to fill short-term vacancies of less than 6 months in duration.
• N-MG-213734/24(2)

Please be advised that the results of this competition may be used to form an eligibility list of qualified candidates to potentially fill future vacancies represented by the Ontario Public Service Employees Union (OPSEU). In accordance with the Collective Agreement, eligibility lists are shared with OPSEU representatives. By applying to this competition, you are providing consent that your name may be shared with OPSEU representatives.

Collection of Information

Your personal information is being collected and will be used to determine your qualifications for employment with the Ontario Public Service, and for recruitment modernization initiatives. OPS Careers is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25 and this collection of personal information is necessary to the proper administration of OPS Careers.

Please do not provide more personal information than what is asked of you. For example, do not include your social insurance number, photograph, or banking information, etc. with your application. We strongly encourage you not to provide us with information beyond that which is requested in the job posting.

If you have any questions about the collection, use, disclosure, or retention of your personal information, please contact us.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Remember: The deadline to apply is Monday, March 31, 2025 11:59 pm EDT. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.

All Ontario Public Service external job advertisements are posted in English and French. To confirm the language requirements of a job, check the "language of position" information at the top of each job ad. For all positions, candidates will be assessed in English, the business language of the Ontario Public Service. For English/French designated bilingual positions, candidates will also be assessed through French-language proficiency testing.

Toutes les offres d'emploi externes de la fonction publique de l'Ontario sont affichées en anglais et en français. Pour connaître les exigences linguistiques, vérifiez les renseignements sur la « langue du poste » figurant dans le haut de chaque offre d'emploi. Pour tous les postes, l'évaluation des candidates et candidats se fera en anglais, la langue usuelle de la fonction publique de l'Ontario. En ce qui concerne les postes désignés bilingues, la maîtrise du français des candidates et candidats sera également évaluée.

Note: The only website where you can apply on-line for positions with the Ontario Public Service is http://www.gojobs.gov.on.ca