The Opportunity:
The Ontario Science Centre (OSC) is looking for a customer service-focused individual who can deliver a range of client services both in person and over the phone. If you enjoy working in a fast-paced team environment, then consider joining our team! Bring your exceptional customer service and communication skills to this challenging opportunity working in the Sales and Contact Centre department.
Guided by our mission to inspire passion for the human adventure of discovery, the Ontario Science Centre:
• engages visitors in lifelong learning
• is a vital link in the education and innovation ecosystems
• is a convener of public dialogue about science, technology and society
The Ontario Science Centre welcomes 900,000 visitors each year, and offers interactive experiences and insights into science and technology that help visitors of all ages understand, and contribute to, the world around us.
The Ontario Science Centre, part of the Ontario Public Service, offers:
• a progressive work environment that promotes a work/life balance
• flexible learning and development opportunities, including online training and mentorship programs
• opportunities for career advancement and specialization through a wide range of career fields within both the Ontario Science Centre and the Ontario Public Service
• a dedicated approach to creating an inclusive and accessible work environment for all employees
• optional enrolment in a defined benefit pension plan and group benefits coverage for fixed-term employees.
What can I expect to do in this role?
The Sales and Contact Centre Representative is responsible for providing a high level of customer service by:
• Acting as the initial point of contact for the Ontario Science Centre and promoting the sale of various programs, films and activities offered by the Ontario Science Centre to organizations, groups, and individuals
• Providing full booking/reservation services and information to OSC customers, including recreational groups, tour operators, the general public, teachers and members who wish to book for a variety of programs
• Responding to inquiries through the telephone, fax and email, and gathering or researching additional information to respond, as required.
How do I qualify?
Mandatory
• This position will potentially require both remote and onsite work.
• This position involves working in a 7 days per week call centre operation and requires some regular weekend and holiday work.
Customer Service and Communication/Interpersonal Skills
• Superior customer service skills and strong knowledge of customer service and service delivery principles/practices to detect, and deal with, customer service issues quickly and calmly in a high-volume, customer service environment.
• Superior interpersonal, oral and written communication skills to effectively liaise with a diverse range of internal and external contacts.
• Demonstrated experience and ability to work independently as well as in a team environment.
Computer/Technical Skills
• Strong computer skills, including proficiency with word processing, spreadsheets, and related software (i.e. Microsoft Word, Excel, Outlook), with experience and ability to operate computerized ticketing systems, process bookings and prepare statistical reports.
• Data-entry skills and proficiency with databases to enter sales and bookings into the system, determine appropriate pricing, confirm details such as dates and times, and modify and back up data when necessary.
• Multi-tasking skills, competence with numbers, a high degree of accuracy and attention to detail to ensure accurate transactions and to process a large volume of requests with multi-functional variables.
• Knowledge of cashing policies and experience with cash handling procedures, including credit cards, cheques, invoices and payment deposits.
Knowledge of Sales Techniques
• Ability to apply sales techniques with respect to Ontario Science Centre programming (i.e. providing appropriate information for customer to pick suitable product, selling, up-selling/cross-selling).
• Knowledge of “soft selling” and marketing in order to promote the Ontario Science Centre programs.
Product and Customer Service Knowledge
• Demonstrated ability to learn about the Ontario Science Centre’s educational and recreational programs, special events, exhibits, demonstrations and OMNIMAX films, to explain and promote to potential and current clients.
• Demonstrated ability to learn about the Ontario school curriculum (Kindergarten to 12) to advise and make recommendations regarding program choices to teachers.
• Knowledge of processes and procedures relating to the Accessibility for Ontarians with Disabilities Act (AODA).
• Demonstrated ability to learn about other Greater Toronto Area and Ontario attractions to answer general customer inquiries.
OPS commitment to diversity, inclusion, accessibility, and anti-racism:
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the OPS Anti-Racism Policy < https://www.ontario.ca/page/ontario-public-service-anti-racism-policy > and the OPS Diversity and Inclusion Blueprint < https://www.ontario.ca/page/ops-inclusion-diversity-blueprint > pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario’s Human Rights Code < http://www.ohrc.on.ca/en/ontario-human-rights-code >. Refer to the application instructions below if you require a disability-related accommodation.
Salary Range: $23.29 – $26.90 Per Hour
Additional Information:
· 2 Temporary (irregular on-call, up to 12 months), 770 Don Mills Rd, Toronto, Toronto Region
Interested applicants must apply online, by 11:59 p.m. on Tuesday, July 19, 2022, by visiting www.ontario.ca/careers, and entering Job ID 183850 in the Job ID search field. Late submissions will not be considered.
We thank all candidates for their interest; however, only applicants selected for an interview will be contacted.
The Ontario Public Service is an Equal Opportunity Employer. Accommodation will be provided in accordance with the Ontario Human Rights Code < http://www.ohrc.on.ca/en/ontario-human-rights-code >.
www.ontario.ca/careers