Ontario One Call 1-104 Cooper Drive, Guelph, ON, Canada
Feb 20, 2020Seasonal
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.