Job Information
City of Toronto SUPPORT ASSISTANT B in Toronto, Ontario
SUPPORT ASSISTANT B
Job ID: 50500
Job Category: Administrative
Division & Section: Revenue Services,
Work Location: 5100 Yonge Street, North York Civic Centre
Job Type & Duration: Full-time, Temporary Vacancies
Hourly Rate: $33.34 - $36.55
Shift Information: Monday to Friday, 35 hours per week
Affiliation: L79 Full-time
Number of Positions Open: 20
Posting Period: 02-OCT-2024 to 16-OCT-2024
This Call Centre is a 12-hour operation, open from 830am-830pm with various shifts including morning and afternoon shifts.
Summary:
The Revenue Services, Customer Care Call Centre has expanded to add a dedicated service line to manage high volume of calls related to Toronto Water Meter Transmission Unit (MTU) billing inquiries and discrepancies.
Major Responsibilities:
Responds to telephone, mail, email and in person inquiries from the public, agencies and other levels of government utilizing in-depth knowledge of procedures, regulations and criteria.
Performs varied administrative tasks involving the preparation, research, summary and reconciliation of data and the control and expedition of documents and data. Conducts research and analysis to develop service options for the public and various interested parties.
Prepares and processes documents/statistical summaries/reports etc. Assesses and analyses data.
Operates office equipment and computers utilizing a variety of software packages, applying speed and skill.
Checks work for accuracy and conformity with regulations, policy and procedures and corrects/resolves outstanding/incorrect items. Identifies issues and recommends solutions. Performs complex calculations.
Directs, coordinates, schedules and trains assigned staff. Checks/verifies work of assigned staff.
Operates office equipment and computers utilizing a variety of software packages, applying speed and skill.
Reviews, accepts, or rejects material/applications from the public, ensuring all criteria have been met.
Key Qualifications:
Your application must describe your qualifications as they relate to:
Considerable experience providing customer service either in a call center environment or at a front counter.
Considerable experience performing complex calculations pertaining to customer bills.
Considerable experience de-escalating difficult situations with the public and managing difficult calls
Considerable experience using Microsoft Office (i.e. Word, Excel, Outlook).
You Must Also Have:
Strong comfort with working in a fast paced and high volume environment daily.
Excellent interpersonal and customer service skills with the ability to work independently
Excellent oral and written communication skills with the ability to communicate effectively with all levels of staff and the public.
Ability to exercise independent judgment and discretion in dealing with confidential matters.
Ability to write reports, bank reconciliations and accept various payment types
Knowledge of contact centre principles, practices and key performance metrics
Additional Information:
This position will be hybrid
The shifts for this position are as follows:
Monday to Friday
8:30am to 4:30pm
10:00am to 6:00pm
12:30pm to 8:30pm
An employee's reporting relationship and/or work location may change due to operational reasons and in accordance with their Collective Agreement
NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:
City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request . Learn more about the City’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .