Ontario One Call
1-104 Cooper Drive, Guelph, ON, Canada
Feb 20, 2020
Seasonal
Contact Position Ending November 8th, 2020
Position Overview:
Ontario One Call is the legislated ‘Call Before You Dig’ provider and regulator for the Ontario Underground Infrastructure Notification Systems Act, 2012.
Ontario One Call operates inbound contact centres that receive and process requests from anyone who may be digging near underground infrastructure such as homeowners, excavators and infrastructure owners. The over 780 underground utility owners or operators across Ontario – including utilities, municipalities and other entities – who are the members of Ontario One Call, can then provide locates to protect their buried infrastructure. Ontario One Call is also responsible for the public education, industry outreach and compliance of the act. Ontario One Call’s mandate is defined in Provincial Law and a representative Board of Directors consisting of both excavators and members governs us.
Ontario One Call is currently hiring multiple Contact Center Agents to assist with processing the high volume of requests received during peak season. These highly motivated individuals should be dependable, team-orientated and possess strong communication skills. Candidates should 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 the Director of Operations and their respective Team Leads. If successful, all new hires will be required to attend mandatory, paid, full-time training for the first three weeks.
Multiple Seasonal Positions Available
Training Class Start Dates:
February 3, 2020
February 24, 2020
March 23, 2020
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 may 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
Strong computer and keyboarding skills
Work schedule flexibility is key
Outstanding attendance and punctuality
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 Contact Centre Agent would perform
Education/Experience:
2+ years of customer service experience with the general public
Industry experience in a call centre or administration are an asset
Fluency in French is an asset
Rewards:
$17.00/hour base rate Afternoon and night shift premiums apply
Highly engaged workforce and excellent workplace culture
Extensive 3 weeks of paid training
Consistent coaching sessions providing supportive environment
New, clean and bright facility
Ontario One Call is an equal opportunity employer. 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.
As part of the recruitment process, the selected candidate will be required to provide employment references and successfully complete a criminal background check.
