Client Service Officer

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

What can I expect to do in this role?

• respond to a large volume of enquiries received by telephone, e-mail, correspondence, social network, chat, short message service, in-person, web, fax, website inquiries
• provide advice, guidance, consultation and application support to callers on employment and training related programs and services
• refer clients to appropriate community partners, credential evaluation services or other relevant resources
• coordinate job posting services for a broad range of employers across the province
• identify and assess employer or job content issues and problems and respond to complaints
• lead individual and group discussions on Employment Ontario programs and services
• assess and investigate unusual requests and follow up verbally or in writing with the client to provide specific information or guidance
• research and prepare correspondence in response to public enquiries
• participate on committees and special projects

How do I qualify?

Specialized knowledge and skills:

• You have work experience providing information and advice and referrals to a large number of people through various channels, including phone, e-mail and live Chat,
• You have the ability to learn and provide information about Ontario's Employment and Training programs and services (e.g. apprenticeship programs, employment benefit and support measures, grant programs, literacy and basic skills training, job search).
• You have knowledge of industry-accepted contact centre strategies, tools, techniques and standards.

Investigative skills:

• You have proven Investigative skills to respond to unusual requests by conducting internal and online research and contacting appropriate areas and organizations for information.

Communications and interpersonal skills:

• You have highly developed interpersonal skills to tactfully interview people with widely varying cultural/educational/linguistic backgrounds to clarify, assess their situation, circumstances and meet individual needs/goals.
• You have superior communication skills to explain and interpret complex legislative provisions, policies, procedures, benefits and criteria.

Analytical, reasoning, judgement and evaluative skills:

• You can work within a framework of policies, directives, legislation and program guidelines and exercise judgement and decision-making ability to assess inquiries to determine needs and appropriate responses.
• You can assess situations and provide appropriate referrals, as well as approve/refuse job postings on the Ontario Job Bank website.

Technical knowledge and skills:

• You have the ability to obtain thorough knowledge of provisions, intent and practical applications of relevant provincial and federal legislation, policies, procedures, standards, programs and delivery systems of ministry Employment and Training programs and services.

Other important skills:

• You can provide orientation and support to Client Service Officer colleagues, including new hires.

Additional Information: