Customer Service Representative

Job Description

Customer Service RepresentativeCorporate Services

Status: (2) Contract Full Time positions - up to 12 months

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

Hours of Work: 35 hours per week

You will be accountable for:

• Must be willing and available to work an assortment of scheduled shifts between 7:00am to 8:00pm, Monday to Sunday, including statutory holidays, Peel Region closures and/or emergencies
• Adherence to the schedule and performance metrics
• Team player with strong communication skills
• Providing our residents with an exceptional customer experience

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:

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

What the role requires:

• A relevant college diploma plus a minimum of 3 years customer service experience/call centre experience or an equivalent of education and experience
• Previous inbound call centre experience is preferred
• Salesforce or other comparable Customer Relationship Management (CRM) software experience preferred
• Five9 cloud-based phone system experience is preferred

Skills/Abilities: 

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

In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.

It's important to note that your off-site work location must be within the province of Ontario. This ensures that we're compliant with all regulations and policies.

Peel Region 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 include In-person interviews.   

Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there.

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

About Us

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 200,000 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 6,700 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.

Additional Information

Peel Region 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.Peel Region 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 zzg-hrtalentacquisition@peelregion.ca 

Please be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. 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.