Customer Support Specialist

Job Summary

Ontario One Call, is currently hiring on a vacant job post of Customer Support Specialist based in Guelph ON. Please read the job detail carefully before applying.

Job Title: Customer Support Specialist
Company Name: Ontario One Call
Job Type: Full Time
Job Location: Guelph ON
Salary: $41,236 a year
Job Link Expiry: 2022-12-17
Posted on: jobsintelecom.net

Job Detail

Customer Support Specialist
Build your future at Ontario One Call!
Company Overview:
Ontario One Call operates an inbound contact centre, which collects information from people planning to dig, to assist in identifying underground infrastructure. You would be truly amazed at what is buried beneath your feet! In addition to our contact centre, we are also responsible for public education, industry outreach and compliance. Ontario One Call is a not-for-profit governed by a Board of Directors representative of the underground infrastructure and excavation industries.
Core Values:
At Ontario One Call we are Reliable Experts who Care.
Reliable…We are dependable and accessible
Experts…We have the mindset to lead innovation
Caring…We ensure the safety and well-being in our communities.
Do you have what it takes to join our team?
Position Overview:
Ontario One Call is currently hiring multiple Customer Support Specialists to assist with processing excavation requests received year-round. These highly motivated individuals are dependable, team-orientated and possess strong communication skills. They understand the natural fluctuations in work volume, and are capable of rising to the challenge of our particularly busy “dig season” while utilizing quieter moments to complete training and level up their skills.
Candidates have proficient technological skills in regards to telecommunication software, mapping software, email and strong keyboarding skills. Ontario One Call is looking for those who hold the same passion for damage prevention and public safety as we do.
This role reports to a Team Lead and is based out of our Guelph, Ontario office with the opportunity to work a hybrid model of splitting their time between work and the office as per company policy. If successful, all new hires will be required to attend mandatory, paid, full-time training, in office, for the first three weeks. Training runs between the hours of 8:30am and 4:30pm.
We are hiring to fill day and evening shifts. The day shift starts as early as 6:00am. The evening shift go as late as 11:00pm. The ideal candidate will be flexible to work either shift as required.
COVID-19 Safety Precautions:
Ontario One Call has a comprehensive safety plan in place to protect employees working in the office including masking and social distancing. Employees are not required to serve the public face-to-face, they perform their duties over the phone or via the internet. Once an employee successfully completes the training and the probationary period, they earn the option to transfer to a hybrid model of working part time in the office and part time from home.
Primary Responsibilities:

• Receive inbound calls from excavators and homeowners who plan to disturb the ground, asking pertinent and scripted questions
• Input and process locate requests into a proprietary application
• Make changes to or cancel locate requests as directed by callers, ensuring to get all pertinent information when doing so
• Review and process locate requests submitted through Ontario One Call’s electronic ticket application
• Handle emergency calls in a timely and efficient manner
• Analyze maps to provide office clearances
• Make outbound phone calls to obtain clarification on digging requests
• Answer locate related questions
• Escalate calls when appropriate
• Review additional training material as be required, staying well informed about changes to processes and the organization
• Handle all interactions in a professional manner

Qualifications:

• Must be able to speak, read and write fluently in English. Fluency in French is an asset
• Technically savvy, able to work multiple open software applications. Strong computer and keyboarding skills
• Intermediate skill with MS Office Suite
• Prior use of scheduling software to read individual scheduled shifts/breaks/time off
• Use of virtual ‘soft’ phones an asset
• Familiarity with online maps, such as google maps is a strong asset
• Work schedule flexibility is key. Outstanding attendance and punctuality is required
• Ability to read and interpret directions and instructions by phone or computer
• Effectively communicate with various communication styles
• Exceptional customer service skills
• Excellent attention to detail
• Ability to follow and understand protocol
• Skilled at multi-tasking and handling large workloads in a fast-paced environment
• Candidates who advance to secondary interviews will be asked to complete basic computer testing that closely replicates typical day-to-day tasks a Customer Support Specialist would perform

Technical Requirements:
Using their home set up, candidates wishing to apply should be able to meet the following technical requirements:

• High speed internet connection delivered via Fibre, Cable or DSL
• Computer that meets the following specifications:
• Windows 10 (all updates applied)
• Minimum Intel i3
• Minimum 4GB RAM
• Minimum 512 MB disk space free
• Computer connected to internet via Ethernet cable (WIFI connections are NOT supported)
• Antivirus software (installed and up to date)
• Ability to install Cisco Anyconnect VPN and Avaya Communicator
• Candidates must complete and attach a pdf screenshot of a speed test when applying.
• Go to: https://ontarioonecall.speedtestcustom.com/
• Use password ‘on1call’ to perform a speed test on our custom server
• Take a screenshot of the results screen and save it as a pdf file
• Attach the file of the screenshot to your application

Education/Experience:

• High school diploma (or equivalent) and minimum 1 year completion of post secondary education
• 2+ years of customer service experience with the general public
• Industry experience in a call centre or administration are an asset

Rewards:

• Starting salary $41,236.00/annum
• 10 paid personal emergency leave days
• 3 weeks’ paid vacation/year
• Extensive health, dental and life insurance benefits
• Highly engaged workforce and excellent workplace culture
• Diverse and inclusive environment
• Extensive 3 weeks of paid training
• Consistent coaching sessions providing supportive environment

As a precondition to employment, all potential new employees will be required to provide satisfactory employment references, successfully complete a criminal background check prior to or any time following hire. Request for accommodation be made, based on a medical need. The request for accommodation must be made during the initial application process.
Ontario One Call is an equal opportunity employer. In accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, accommodations for job applicants with disabilities are available on request.
We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

Job Type: Permanent

Salary: $41,236.00 per year

Direct Apply
Report job