All jobs within 50 km around Concord in Customer Service

As a member of the Personal and Business Banking Team, you’ll use your expertise in financial services products and customer service to help clients as they manage their day-to-day banking needs. As a Senior Client Service Representative, whether it’s taking the lead to answer questions, assisting with transactions, or proactively connecting clients with the right team members, you’ll be the first line of support as clients work towards their financial goals. You’re flexible to work our banking centre hours which may include evenings and weekends. To help deliver a great client experience, you’re flexible to work at multiple banking centres within a reasonable travel distance. 

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll be on-site full-time.

How you’ll succeed

• Client engagement - Help clients manage their accounts and products. Focus on the client experience and make interactions meaningful. Connect clients to the right CIBC team members who can help them reach their goals.

• Problem solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to find better solutions.

• Leveraging technology - Become a technology expert. Share your knowledge by introducing clients to our mobile banking applications, helping them to better manage their banking needs.

Who you are

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, it’s the right thing to do.

• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.

• You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You connect with others through respect and authenticity.

• You love to learn. You’re passionate about growing your knowledge. You have a strong sense of curiosity.

• You engage with your heart and mind. You care about people and understand different perspectives. You listen and learn from the experiences of others.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-483 Dundas W & Spadina

Employment Type

Regular

Weekly Hours

20

Skills

Client Issue Resolution, Client Service, Customer Experience (CX), Digital Literacy, Empathy (Inactive), Financial Products, Interpersonal Communication, Standards Compliance, Transaction Services

As a member of the Personal and Business Banking Team, you’ll use your expertise in financial services products and customer service to help clients as they manage their day-to-day banking needs. As a Senior Client Service Representative, whether it’s taking the lead to answer questions, assisting with transactions, or proactively connecting clients with the right team members, you’ll be the first line of support as clients work towards their financial goals. You’re flexible to work our banking centre hours which may include evenings and weekends. To help deliver a great client experience, you’re flexible to work at multiple banking centres within a reasonable travel distance. 

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll be on-site full-time.

How you’ll succeed

• Client engagement - Help clients manage their accounts and products. Focus on the client experience and make interactions meaningful. Connect clients to the right CIBC team members who can help them reach their goals.

• Problem solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to find better solutions.

• Leveraging technology - Become a technology expert. Share your knowledge by introducing clients to our mobile banking applications, helping them to better manage their banking needs.

Who you are

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, it’s the right thing to do.

• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.

• You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You connect with others through respect and authenticity.

• You love to learn. You’re passionate about growing your knowledge. You have a strong sense of curiosity.

• You engage with your heart and mind. You care about people and understand different perspectives. You listen and learn from the experiences of others.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-483 Dundas W & Spadina

Employment Type

Regular

Weekly Hours

20

Skills

Client Issue Resolution, Client Service, Customer Experience (CX), Digital Literacy, Empathy (Inactive), Financial Products, Interpersonal Communication, Standards Compliance, Transaction Services

10/07/2024

Address:

55 Josephine Street

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives.

• Identifies customer needs and initiates referrals to BMO colleagues.
• Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
• Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
• Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
• Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
• Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Acts as a key member of a collaborative and versatile branch and market team.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer’s experience feel personal.
• Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
• Contributes to business results and the overall experience delivered in the branch.
• May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with legal and regulatory requirements for the jurisdiction.
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
• High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs.
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
• Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
• Projects a professional presence.
• Basic knowledge of specialized sales and business banking solutions to refer to specialists.
• Passionate commitment to helping customers.
• A focus on delivering a personal experience to customers.
• Resourceful self-starter with courage and confidence to approach customers.
• Readiness to collaborate and work in different capacities as part of a team.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).
• Collaboration & team skills - Basic (in business environment).

$33,850.00 - $43,500.00

Salaried

Location(s):  Canada : Ontario : Red Lake 

Job Description:

• Department Overview 
  Helping is at the heart of everything we do at our contact centres, and we’re proud of the value that we can deliver from 7am EST – 12am EST, 7-days a week for more than 27 million TD customers. Alongside caring colleagues and supportive leaders, you’ll make a meaningful difference to our business, our customers, and our communities. 
  Job Details  
  What You’ll Do 
  As the voice of TD, you’ll be passionate about understanding our customers. Whether you’re assisting in-bound callers with account inquiries, or resolving an issue by providing advice and recommending a TD product or service, you’ll help us offer trusted support to our clients whenever they need it. You’ll consistently deliver legendary customer service by providing each caller with the right solutions to meet their unique banking needs.  
  As a valued member of our Contact Centre Team, you will:  

• Make people’s day:consistently deliver an outstanding customer service experience by offering friendly support through your knowledge of TD products, services and solutions.  
• Solve problems efficiently: resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns. 
• Achieve your goals: consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets. 
• Never stop learning: actively participate in ongoing training and coaching support to help you continue to grow and develop in your role.   
   
   
  Where You’ll Work 
  After completing in-person training and onboarding sessions, you’ll work primarily offsite. Since most of your work activities can be performed independently, you’ll spend about 95% of your time at your secure, private workspace with a stable internet connection. Your remaining time will be spent at a TD location for in-person team events and experiences. The hiring manager will provide more information about how this works for their team. 
   
  Job Requirements  
  What You Need to Succeed  
  We’re proud to work with a group of diverse colleagues. If you have relevant experience that isn’t mentioned below, tell us about it in your resume or cover letter. 
• High School Diploma or equivalent  
• Bilingual (French & English) 
• Exceptional communication and listening skills and a curiosity to help customers meet their needs and resolve concerns. (Preference given to those with experience in financial or service industries.)  
• Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics. 
• Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.). 
• Flexibility, resiliency, and a positive attitude when responding to challenging situations.  
• Passion to assist customers in resolving unspoken needs by offering consultative advice 
• Ability to work both independently and as part of a team.  
• Integrity when managing sensitive customer information in alignment with Regulatory and Compliance guidelines related to servicing and sales practices. 
   
  Additional Information  
  We’re delighted that you’re considering building a career with TD. Through regular colleague development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.  
  Colleague Development  
  If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion about helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.  
  Training & Onboarding 
  We’re hosting in-person training and onboarding sessions at 7250 Mile-End for 10 weeks to ensure you’ve got everything you need to succeed in your new role.  
  InterviewProcess  
  We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call. 
  National Occupation Classification (NOC) Code 
  14201 – Banking, insurance and other financial clerks (NOC)

09/29/2024

Address:

5140 Yonge Street, Unit 101

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives.

• Identifies customer needs and initiates referrals to BMO colleagues.
• Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
• Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
• Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
• Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
• Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Acts as a key member of a collaborative and versatile branch and market team.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer’s experience feel personal.
• Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
• Contributes to business results and the overall experience delivered in the branch.
• May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with legal and regulatory requirements for the jurisdiction.
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
• High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs.
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
• Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
• Projects a professional presence.
• Basic knowledge of specialized sales and business banking solutions to refer to specialists.
• Passionate commitment to helping customers.
• A focus on delivering a personal experience to customers.
• Resourceful self-starter with courage and confidence to approach customers.
• Readiness to collaborate and work in different capacities as part of a team.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).
• Collaboration & team skills - Basic (in business environment).

$33,850.00 - $44,000.00

Reporting to the Manager, FBO, the Customer Service Representative at the Porter FBO is responsible for delivering a high level of service to our passengers while providing operational support to other team members. 

Duties & Responsibilities

• Project a professional manner with an emphasis on customer service and hospitality 

• Ensure compliance with the grooming and uniform standards of the company 

• Knowledgeable of, and actively support the goals for the department as well as the company as a whole to ensure high quality and consistent service

• Ensure his/her duties are carried out in accordance with company policies.   

• Provide prompt, professional and courteous service to customers in a personalized and refined manner.

• Data entry of aircraft fuel quantities into database

• Provide special services, (i.e. car rental, limo/taxi reservations, restaurant reservations, catering, etc)

• Occasionally driving customers to and from the terminal

• Develop a positive working relationship with team members and passengers

• Coordinate line service activities, such as accurately relaying aircraft fuel loads and aircraft movements

• Ensure fuel and service orders are fulfilled in a timely manner 

• Complete daily, weekly, and monthly accounting and reconciliation of FBO transactions

• Provide air/ground communications using a Unicom radio

• Administrative duties including basic filing and organization of passenger records and files

• Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy

• Other administrative duties as assigned.

Behavioural Competencies

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

• Teamwork: Working collaboratively with others to achieve organizational goals.

• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).

• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.

• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

• Ability to handle stress well and work under pressure. 

• Ability to obtain necessary security clearances

• Ability to obtain Restricted Radio Operators Certificate

• Ability to work on a permanent basis in Canada

• Work rotating shifts including days, afternoons, evenings, weekends, and holidays

• Dependability (must possess a clear attendance record and reliable on-time reporting for work

• Full G2 license (or out of province equivalent) with a clean Driver's Abstract

Location

Toronto (Billy Bishop Toronto City Airport - YTZ)

09/19/2024

Address:

877 Lawrence Avenue East

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives.

• Identifies customer needs and initiates referrals to BMO colleagues.
• Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
• Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
• Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
• Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
• Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Acts as a key member of a collaborative and versatile branch and market team.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer’s experience feel personal.
• Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
• Contributes to business results and the overall experience delivered in the branch.
• May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with legal and regulatory requirements for the jurisdiction.
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
• High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs.
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
• Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
• Projects a professional presence.
• Basic knowledge of specialized sales and business banking solutions to refer to specialists.
• Passionate commitment to helping customers.
• A focus on delivering a personal experience to customers.
• Resourceful self-starter with courage and confidence to approach customers.
• Readiness to collaborate and work in different capacities as part of a team.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).
• Collaboration & team skills - Basic (in business environment).

$33,850.00 - $44,000.00

Posting Period: 03-Sep-2024 to 17-Sep-2024

Job Description

Customer Care only / Customer Care Support only

Job Summary:

To supervise the provision of customer care services including: the 24/7 operation of the Toronto Water Customer Care Centre, the administration of external customer service programs, public education and outreach, the administration and technical review of locate requests for underground infrastructure and water/sewer service connections or disconnection for residential, multi-residential, industrial, commercial or institutional properties.

Major Responsibilities: 

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests.
• Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Responds to enquiries from staff, elected officials and the general public, and investigates such enquires expeditiously. Exercises tact and professionalism when attending public and private meetings with elected officials and the public.
• Ensures the appropriate customer service systems, processes and structures are in place to support the unit.
• Tests and signs off on all related system improvements, enhancements and modifications prior to implementation, identifies system problems and provides detailed recommendations for system improvements, enhancements and/or modifications.
• Develops, implements and maintains operating policies, procedures and guidelines for the Unit and ensures the clarification and proper administration of the same.
• Builds and maintains optimum working relationships with external bodies including other levels of government, other municipalities, other City of Toronto divisions, agencies, boards and commissions.
• Responds to inquiries escalated beyond the scope of front line staff ensuring a prompt, courteous reply including appropriate action and follow up. Report any concerns, complaints or conflict of interest issues where necessary.
• Prepares briefing notes and other documentation regarding customer service issues.
• Develops and implements new innovative client services and recommends effective and efficient means of providing service.
• Ensures efficient, courteous service is provided to the public through personal, written and oral contact.
• Initiates, develops and recommends innovative, leading edge customer service and program policies to guide service delivery and water efficiency among all Toronto Water's customers.
• Participates in the development and implementation of operational policies, program practices, key performance measures and recommends changes to support unit's function and improve efficiency and effectiveness of service delivery; make major changes in overall business practices based on long term needs.
• Works with the Manager to develop, draft and implement appropriate service level standards and performance metrics for continuous program improvement, and manages performance and activities to meet or exceed targets.
• Reviews information captured in field studies, customer surveys management and technical systems and other sources in order to improve operational performance by analyzing data, setting standards and goals to meet objectives.
• Reviews the quality of work completed on a regular basis to ensure that it meets auditing requirements and customer service standards.
• Assesses particular complaints/complexities within individual case files to determine the importance, urgency and risks and make clear decisions which are timely and in the best interests of the City.
• Represents Toronto Water and assigned programs while directly communicating and providing outreach functions to reach target water user audiences to promote, educate and train them on water efficiency and downspout equipment, policies, practices and program information.
• Assesses the potential impact of changes on the organization with respect to new and emerging issues, trends, practices and directions in the business and industry marketplace affecting Toronto Water.
• Researches and develops terms of reference, technical specifications, tender documentations, proposals and technical reports and prepares recommendations related to unit’s various customer requests/programs.
• Represents Division through participation on various working groups, task forces and special teams.
• Oversees Toronto Water’s public education and community outreach programs  and coordinates Toronto Water's presence at environment and community events for express purpose of educating participants on Division's programs and services.
• Develops and contributes to digital, educational and communications materials.
• Develops forms and records to document program activities, ensuring use of appropriate and effective communication tools and techniques to align with diverse demographics of audience and intended use of material.
• Researches and selects appropriate fixtures and equipment requirements for unit's assets (e.g. water trailer) and rebate eligibility (e.g. Capacity Buyback incentives for equipment).
• Liaises, fosters and maintains positive relationships with internal staff and external contacts, government and non-government agencies and the public.
• Liaises with stakeholders and other municipalities to co-ordinate similar activities, including the sharing of findings and information.
• Implements customer service strategies to ensure services provided meet City service standards.
• Conducts on-site water investigations and assist in trouble shooting of ongoing issues with customers.
• Represents the City of Toronto on various committees involved in the development and promotion of water efficiency and participates in municipal, provincial and national studies and hearings on water and environmental issues to provide input and comments.
• Supports and promotes the Division's vision, strategic plan and change initiatives through leadership, participation, communication with direct reports and application of functional policy.
• Develops and oversees client and stakeholder expectations and relationships through effective service agreements, communication and monitoring of commitments and obligations.
• Represents the Division/Cluster/Corporation at a variety of meetings with clients, stakeholders and service providers. 

Key Qualifications: 

Your application must describe your qualifications as they relate to: 

1. Post-secondary education in a discipline pertinent to the job function, a technical or business degree preferred or related job experience.
2. Experience with supervising a mid-to-large size municipal customer service programs, preferably with technical elements.
3. Experience in the water and wastewater field or other pertinent utility, legislation and municipal programs and services
4. An understanding of the technical and operational issues facing water utilities.
5. Proficiency in various competencies related to the position, including highly developed interpersonal skills, human relations skills, communication, written and oral negotiation skills, with the ability to interact and communicate effectively with all levels of the organization
6. Considerable experience with coaching and training front line customer service and technical staff for high performance.
7. Management of customer service delivery within prescribed service standard levels.
8. Experience with issue management, including customer complaint handling.
9. Experience with developing policies and procedures for internal staff
10. Experience with identifying customers, understanding their needs and maintaining responsive program delivery (i.e. using key performance indicators to monitor service standards and enhance service delivery)
11. Experience in preparing/reviewing budgets and expenditure controls, including cost-benefit analysis
12. Experience in procurement and contract management of external technical services.
13. Ability to forge solid internal and external relationships/partnerships with various stakeholders
14. Knowledge of the Labour Relations Act and Occupational Health & Safety Act and related regulations and legislation
15. An ability to communicate effectively, both orally and in writing, to a wide variety of audiences (including senior management, employees, media, the public, elected officials and external agencies)
16. Sound judgement and ability to handle matters of a confidential/sensitive nature as it relates to City council, senior/executive management and the public

Salary: $3,605.15 - $4,748.04 bi-weekly,  wage grade 6.5

The Customer Service Training team is looking for dynamic, proactive, and motivated instructors who will use excellent communication, organizational, leadership skills to plan and deliver quality training programs. 
In this role, the Learning Specialist will conduct training, coaching and facilitation for front line employees and managers in the Corporate Customer Service Training Branch. Deliver initial, regulatory, recurrent, and soft skills training to ensure appropriate levels of compliance and customer service levels are met and maintained. The position does require traveling. 

Posting End Date: Aug 27, 2024

Responsibilities:

• Provide classroom and instruction/ facilitation related to Customer Service, Initial, Regulatory, soft skill, and customer service excellence, as required.
• Provide coaching and operational support to front line employees as required.
• Evaluate/coach trainee performance and provide timely feedback/coaching to participants.
• Prepare reports on training activities as required.
• Support scheduled training activities, training events and other training related activities.
• Complete existing training/communications material such as pre and post training documentation.
• Liaise with Training Delivery Managers and other members of the Customer Service Training team. 
• Provide operational support to the Customer Service Training, CS Safety, Airport branch (Safety / Regulatory Compliance) as required.
• Assist in maintaining training records. 
• Participate in meetings, workshops, etc., as required. 
• Follow any Training Initiatives as outlined by the Customer Service Training Delivery Manager or Corporate Customer Service Training. 

Qualifications

• High School degree
• Knowledge of adult learning methodologies
• Must be a self-starter with excellent time management skills 
• High regard for safety
• Excellent written and verbal communication skills
• Strong interpersonal skills
• Proficient in Airport Process for Customer Service
• Must have excellent attendance, punctuality, and performance records. 
• Proficient in MS Windows, Word, Excel, Power Point, Teams, and SharePoint. 
• Must be able to travel. 
• Excellent facilitation and instruction skills. 
• Highly flexible and adaptable
• Ability to meet deadlines, work under pressure and prioritize multiple projects
• Strong leadership and conflict resolution skills 
• Motivated and enthusiastic team player
• Ability to work independently with minimal supervision
• Flexibility to work AM and PM shift times
• Weekend training may be required on an ad hoc basis
• Bilingualism (English/French) is an asset

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Bilingual (English and French)