Customer Service Representative

Customer Service Representative

·        Pay Rate: (flexible)

·        Location: Toronto ON

·        Contract Length: 12 months

Responsibilities

• Handle inbound calls and respond to general inquiries regarding MCCSS programs and services.
• Provide information and assistance related to Ontario Disability Support Program (ODSP) eligibility inquiries and program processes.
• Assist customers with application-related questions, application status requests, and general process information.
• Guide customers in navigating digital service platforms, including MyBenefits and the Disability Support (DS) Portal.
• Troubleshoot common account access, application, and digital service issues within established guidelines.
• Accurately document customer interactions, inquiries, actions taken, and outcomes in the appropriate systems.
• Resolve routine customer inquiries efficiently while adhering to established procedures and service standards.
• Identify and escalate complex inquiries, complaints, or issues requiring specialized support.
• Handle sensitive and confidential customer information in accordance with applicable privacy, security, and information-handling requirements.
• Communicate clearly and professionally with customers from diverse backgrounds and with varying service needs.
• Demonstrate patience and empathy when assisting individuals who may be experiencing challenging personal circumstances or require additional support.
• Maintain a customer-focused approach while meeting established quality, productivity, and service expectations.

Required Qualifications and Skills

• Experience in a contact centre, call centre, customer service, or inbound customer support environment.
• Strong verbal communication, active listening, and customer service skills.
• Ability to understand customer inquiries, provide clear information, and explain processes in a simple and professional manner.
• Strong problem-solving skills, with the ability to resolve routine issues and recognize when escalation is required.
• Excellent attention to detail and the ability to maintain accurate customer records.
• Ability to follow established procedures, guidelines, and service standards.
• Professionalism and discretion when handling confidential or sensitive customer information.
• Ability to manage challenging conversations, respond to customer concerns, and de-escalate difficult situations.
• Basic computer proficiency and the ability to navigate multiple systems while interacting with customers.
• Strong organizational skills and the ability to work effectively in a high-volume service environment.

Preferred Qualifications

• Experience supporting government programs, public-sector services, social assistance, or disability-support programs.
• Familiarity with Ontario Disability Support Program (ODSP) processes or other social assistance programs.
• Experience in regulated service environments, including banking, insurance, healthcare, or public services.
• Experience assisting customers with online applications, account access, digital portals, and application-status inquiries.
• Experience working with individuals with accessibility requirements or complex service needs.
• Familiarity with privacy, confidentiality, and information-handling requirements in customer-facing environments.
• Previous experience meeting contact centre performance measures, quality standards, and service-level expectations.

Looking for meaningful work? We can help

Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.

We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.

We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/

In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 orhello@raiserecruiti