SKILLED TRADES ONTARIO STO-005-26
JOB OPPORTUNITY
Position Title: Client Service Consultant
Position Type: Regular/Full-Time and Fixed term
Location: Mississauga, ON
Job Band: 2
Hiring Range: $21.53 – $26.51/hour
Hours of work: 36.25 hours/week
Reporting to: Supervisor, Client Services
This posting is applicable to: Internal/External Applicants
Skilled Trades Ontario (STO) is a Crown agency responsible for skilled trades
certification in Ontario, which includes:
- Establishing apprenticeship programs, including training standards, curriculum
standards, and certification exams.
- Administering apprenticeship programs, including approving apprentices and
sponsors, registering training agreements and assessing applications for
apprenticeship program completion.
- Issuing certificates of apprenticeship to completed Ontario apprentices.
- Assessing experience and qualifications of individuals who have not
completed an apprenticeship program in Ontario.
- Administering exams, including certifying exams, in all trades subject to
certifying exams.
- Issuing Certificates of Qualification in all trades with certifying exams.
- Renewing Certificates of Qualification in compulsory trades.
- Maintaining a Public Register of people authorized to work in compulsory
trades.
- Researching apprenticeships and the trades.
Client Service Consultant reports to the Supervisor, Client Services within our Client
Services department. This incumbent will use their client service skills and knowledge of
Skilled Trades Ontario (“STO”) to meet client needs and expectations through the use of
a telephone-based Client Service Centre. This role is the “face” of STO providing and
processing information in response to inquiries, concerns and requests about STO.
SKILLED TRADES ONTARIO SSTO-005-26
Responsibilities:
- Assist clients in a high-volume, high-pressure contact center environment,
ensuring optimal delivery of products, services, and information to members and
clients of STO.
- Provide information and respond to client inquiries either by answering in-bound
calls, e-mails or in-person (front counter) and making outbound calls.
- Listens to clients to obtain all the necessary information, analyzes their needs,
and responds promptly and appropriately.
- Meets specific performance targets through use of superior client service skills.
- Responds to queries and complaints in a professional, courteous manner and
provide referrals to appropriately address requests for further information.
- Prepares, maintains and analyzes records in computer systems as well as
complete the call report and logs, and research issues in a timely fashion.
- Use problem-solving skills to handle difficult or challenging client service needs,
resolve conflicts, and make decisions.
- Participate in special projects for process and system improvements in the Client
Service Centre.
- Works collaboratively with stakeholders, partners and colleagues in other
departments to ensure a seamless interface with members and clients.
- Provides coverage at reception when required.
- Other duties as assigned.
Qualifications:
- Relevant years of experience working in a call centre environment.
- Basic computer knowledge (Windows-based systems and internet navigation).
- Ability to be flexible and adaptable to handle client contacts across a number of
channels including telephone, email and in-person.
- Knowledge of client services best practices, theories and principles.
- Knowledge of the programs, services and organizational structure of STO.
- French Language skills are an asset.
Skills Include:
- Superior multitasking abilities.
- Oral communication skills and techniques to effectively serve clients.
- Flexibility to work between 7 a.m. and 7 p.m. and potentially evenings and
weekends, based on future need.
SKILLED TRADES ONTARIO SSTO-005-26
What STO Offers:
- Work-life balance
- Comprehensive health and dental benefits
- RRSP matching (up to 6%)
- Employee Assistance Program (EAP) through TELUS Health with employee perks
We thank all applicants for their interest and will only contact those whose skills,
knowledge, and experience most closely match the requirements of the position.
Our Recruitment Process Includes:
- Step 1: Resume Screening
- Step 2: Phone Screening
- Step 3: Panel Interview(s)/Assignment
- Step 4: Selection
- Step 5: Offer of Employment
Skilled Trades Ontario embraces diversity and is committed to creating an inclusive workplace.
Our goal is to attract, develop and retain highly talented employees from diverse backgrounds,
allowing us to benefit from a wide variety of experiences and perspectives. In accordance with
the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, and
Skilled Trades Ontario’s Accommodation Policy, accommodation will be provided at any point
throughout the hiring process, provided the candidate makes their accommodation needs known
to Skilled Trades Ontario. We welcome applications from all qualified people.
Skilled Trades Ontario is an equal opportunity employer.
