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Customer Service Advisor ( Full time permanent ) - job post

City of Mississauga
4.3 out of 5
Mississauga, ONRemote
$55,679–$74,241 a year - Permanent, Full-time

Pulled from the full job description

  • Work from home

Full job description

Req ID: 20581
Vacancy Type: Permanent
Number of Positions: 3
Closing Date: 02/28/2022

Job Summary

Reporting to the Supervisor, 311 Citizen Contact Centre, the successful candidate will use multiple technology tools to answer and resolve customer inquiries for general information, municipal policies and by-laws, request for municipal service or complaints.

Duties and Responsibilities

  • Primary function and majority of job is handling inbound calls from Customers (residents, businesses, etc.).
  • Handling difficult callers, de-escalation of situation all with an exceptional Customer Service presence.
  • Inform, educate, explain and advise Customers recommended steps, instructions, actions, including departmental policies and service levels and/or refers Customer to other agencies (e.g. Regional, Provincial or Federal).
  • Interpret, disseminate and translate information and complex processes.
  • Research and analyze information using multiple tools such as Knowledge Base (KB), TXM, TIA, MAX, SAP, eCity and/or other required technology tools in appropriate order.
  • Initiate and process departmental Service Requests (SRs) using Customer Relationship Management (CRM) application (INFOR) while adhering to departmental information gathering requirements.
  • Provide input to KB content, needs or enhancements to calls and e-mail handling requirements.
  • Participate in training, refreshers and huddles for department policy and procedure updates, technology upgrades, changes or enhancements in order to serve the Customer more effectively and efficiently.
  • Perform other duties as assigned.

Skills and Qualifications


  • Successful completion of Grade 12 education.
  • A minimum of three years' exceptional Customer Service experience in a front-facing environment, examples include but not limited to; retail store, floor sales associate, cashier, bank teller, restaurant server, flight attendant, hotel staff, amusement park, etc.
  • Experienced in handling difficult customers, strong negitation and de-escalation skills along with providing exceptional Customer Service consistently.
  • Ability to work in a fast-paced demanding environment that requires exceptional Customer Service
  • Excellent communication skills, both verbal and written.
  • Excellent researching and reading comprehension skills.
  • Strong analytical, problem solving and decision making skills to provide accurate information and solutions professionally and efficiently.
  • Ability to demonstrate active listening skills and relate to a diverse customer base.
  • Ability to adapt to change and be able to multitask using several computer programs simultaneously.
  • Ability to learn quickly.
  • Strong work ethic, positive attitude and coachable.
  • Must be able to work flexible hours and variable shifts as operating hours will be from 7:00 a.m. to 7:00 p.m, Monday to Friday.
  • Currently position is a work from home role, successful applicant must have a workstation available with an Ethernet connection (not WIFI), where it is quiet and private, free from distraction.
  • Role requires a lot of computer use, keyboard, mouse and wearing a headset for majoirty of shift, 6 to 8 hours.
  • Working condition is indoors, majority of job requires sitting.


  • Strong computer skills.
  • Call centre experience.
  • Call centre computer applications such as Customer Relationship Management (CRM), and with Cisco IPCC call routing or other call routing technology. Examples of applications used would be Cisco Finesse, INFOR, TXM, CAMS, MAX, and SAP.
  • Good working knowledge of Microsoft Office.
  • Understanding of government structure, the City of Mississauga departments and services offered is preferred.
  • Familiarity with the services offered by the Region of Peel.
  • A background in billing, accounts receivable or other financial services.


Hourly Rate/Salary: $ 55,679.00 - $ 74,241.00
Hours of Work: 35
Work Location: 950 Burnhamthorpe Rd W
Department/Division/Section: CPS/Corporate Services Dept , CPS/Corporate Business Services Division , Customer Service
Non-Union/Union: Non Union

COVID-19 Update: As per the City’s Employee and Volunteer COVID-19 Vaccination Policy, all external candidates (including previously employed individuals) must show their Fully Vaccinated Confirmation or apply for and receive confirmation of a creed or medical exemption from the City before their first day.

A Criminal Record and Judicial Matters Check (Level 2) or Vulnerable Sector Check (Level 3) will be required of the successful candidate, at their own expense, to verify the absence of a criminal record for which a pardon has not been granted.

We thank all who apply, however, only those candidates selected for an interview will be contacted. You can also check your application status in your candidate profile online.

All personal information is collected under the authority of the Municipal Act.

We are an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

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