Customer Service Representative
- Pay Rate: Flexible- remote
- Location: Toronto, Ontario
We at Raise are hiring right now for one of our Clients. If you’re interested, apply below for your chance to join a great place to work.
Responsibilities:
Skills and Qualifications:
- Program Overview and Key Updates
- The Ontario New Home Affordability Program (ONHAP) is expected to integrate with the Ontario Taxpayer Rebate (OTR) Program. The initiative is intended to support first-time homebuyers purchasing newly built homes.
Key updates include:
- Training materials and the implementation timeline are still being finalized.
- The Ministry of Finance is transitioning from paper-based and mail processes to online services, with approximately 600 individuals remaining to be moved to the online platform.
- An additional callback-focused program is also expected to launch, with further details forthcoming.
- Two agents may be selected for specialized training and exclusive callback responsibilities.
- Seven high-performing agents have been identified to support the initiative.
- The program may operate under a three-year contract, pending confirmation.
- The proposed funding structure is 8% federal and 5% provincial, providing a total of 13% support.
- Experience using ticketing and case management systems such as BMC Remedy, ServiceNow, JIRA, or Microsoft Dynamics.
- Previous experience in a contact centre environment or willingness to learn.
- Demonstrated active listening, empathy, patience, and sensitivity when assisting clients.
- Ability to maintain a positive and professional tone, resolve conflicts, and de-escalate challenging client interactions.
- Strong organizational, time management, interpersonal, and communication skills, with the ability to communicate clearly and concisely.
- Excellent relationship management and problem-solving skills.
- Strong customer service skills, including the ability to work independently and make transactional decisions to achieve client satisfaction.
- Perform additional duties throughout the assignment, as agreed upon between the Ministry and Raise.
- Report and escalate issues involving systems, applications, telecommunications, and service interruptions through the appropriate channels.
- Maintain awareness of current government and broader public and private sector products, programs, and services by attending training sessions.
- Troubleshoot basic technical issues and escalate unresolved matters to the appropriate level of support, including issues involving computer operating systems and web browsers.
- Identify recurring requests and complaints and escalate them to OPS leadership to support continuous service improvement.
- Research, analyze, and verify information using databases, websites, and reference materials.
- Follow OPS standard procedures to verify client identity and eligibility based on the requirements of the applicable line of business.
- Provide information regarding government transactions and proactively guide clients through form completion and the use of online self-service systems and websites.
- Identify, monitor, document, and escalate potentially fraudulent activities that could result in the misuse of resources or other issues.
- Document specific call data and client information in various Ontario Public Service (OPS) systems, as required.
- Act as the first and single point of contact for clients whenever possible, maintaining a high level of professionalism and service quality.
- Refer clients to appropriate government and community resources and liaise with other services, when required, to ensure client satisfaction.
- Encourage voluntary compliance with government programs and initiatives.
- Provide accurate information regarding Ontario Government programs, services, legislation, policies, and procedures, as well as broader public and private sector organizations.
- Greet clients through inbound and outbound calls and respond knowledgeably to telephone inquiries from internal and external clients, including the public and business community.
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 or hello@raiserecruiting.com