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City of Toronto Local 79 part-time employees are eligible to apply for this part time opportunity.  In order to receive consideration for this posting, you must state the words "Part-Time Employee" and you must indicate your SAP employee number in the first line of your resume.

This is an exciting time to join the City of Toronto, Canada's largest city and home to a diverse population of approximately 2.6 million people. Dedicated to prosperity, opportunity and a high quality of life for all its residents, in the last three years alone the Toronto public service has won more than 70 awards for quality, innovation and efficiency in delivering public services. Make your contribution to our 311 Division and join us as a part time 311 Contact Centre Services Representative.


311 Contact Centre Services Representative (Part Time)
File Reference #: X9CSA18712

Major Responsibilities:

  • Answers inquiries and complaints received on all 311 access channels (including telephone, email, in person), explains policies and procedures to the public, refers calls to proper authorities when necessary, initiates service requests and records related information
  • Uses specialized knowledge in multiple functional areas to carry out duties in a timely, efficient and accurate manner
  • Conducts research and analysis to develop service options for interested parties
  • Provides effective verbal and written communications to all inquiries and requests for City services
  • Utilizes customer service skills to effectively respond to inquiries and service requests
  • Uses knowledge of City operations to guide customers and advocate on their behalf
  • Liaises with internal divisions, Emergency Services, and contracted service providers.
  • Enters, retrieves and interprets data in customer relationship management and/or work management system databases
  • Refers escalated issues to the supervisor and/or manager when applicable
  • Interprets and provides information on compliance requirements for applicable legislation, by-laws, policies and procedures
  • Utilizes delegated authority to make decisions and critical recommendations (e g. approve eligibility for licensing)
  • Performs general clerical duties as required
  • May provide call redirection and message taking function
  • Keeps informed on activities of the City

Key Qualifications:

  1. Considerable experience working in a customer service and call centre environment.
  2. Considerable experience analyzing, recording and reporting data.
  3. Considerable experience inputting data and maintaining large multi-screen databases and managing large volumes of information.
  4. Experience conducting research using various research tools and computerized databases.
  5. Excellent communication and problem solving skills to deal effectively, both orally and in writing.
  6. Ability to exercise good judgement in public relations when dealing with members of the public, media, and all levels of staff, including elected officials.
  7. Demonstrated ability in conflict resolution to create and maintain cooperative working relationships with staff, the public, and other personnel.
  8. Excellent multi-tasking, organizational and time management skills, including attention to details, ability to set priorities, meet deadlines and deal with conflicting priorities & work demands.
  9. Proficiency using a computer.
  10. Excellent keyboarding and proof reading skills with emphasis on accuracy.
  11. Ability to handle confidential and sensitive information with discretion and tact.
  12. Highly developed interpersonal skills and the proven ability to work effectively independently and as a member of a team.
  13. Ability to interpret and provide compliance information on legislation as it relates to specific program areas.
  14. Strong analytical and problem solving skills in combination with the ability to perform duties under minimal supervision.
  15. Ability to work overtime when required.
  16. Ability to work varied shifts including evenings, nights, weekends and statutory/religious holidays.

City of Toronto Local 79 part-time employees are eligible to apply for this part time opportunity.  In order to receive consideration for this posting, you must state the words "Part-Time Employee" and you must indicate your SAP employee number in the first line of your resume.

To apply for this position, please send us a resume and cover letter, quoting File #X9CSA18712, using the following method only:

Online: Click on the Apply for this position button at the bottom of this posting.

Please do not send duplicates.

Applications must be received by October 5, 2009.


Committed to employment equity, the City of Toronto encourages applications from Aboriginal people, people with disabilities, members of visible minority groups and women.

Accommodation will be provided in all parts of the hiring process as required under the City’s Employment Accommodation policy. Applicants need to make their needs known in advance.

We thank all applicants and advise that only those selected for an interview will be contacted.


City of Toronto