On Call Centre jobs in Ottawa, ON

• Location: Remote / Main Office: 33 Isaacson Crescent, Aurora, ON L4G 0A4; occasional required visits to the Aurora office
• Position Type: Full-time Contract (3-year term) / Potential for extension and career growth pathways
• Vacancies: Multiple openings available
• Hours of Work: 40 hours / week
• Schedule: Monday to Friday from 8:00 a.m. to 10:00 p.m. and Saturday 8:00 a.m. to 8:00 p.m. (Call Centre Hours of Operation) / To support critical public utility services reliably, our operational schedule is fixed and structured to meet project commitments
• Compensation: $41,000 annually
• Vacation: 3 weeks
• Benefits / Perks: Work from home flexibility / Dental care and health care benefits / Company-issued laptop and technology provided
• Training: Comprehensive one week in-office training period upon start located in Aurora, ON
• Reports To: Call Centre Manager

About Us

At KTI Utility Services Inc. (KUS), we foster a culture of excellence, innovation, and safety. As a leading utility service provider committed to delivering exceptional services across Canada, we value our people and provide a supportive, dynamic, and rewarding work environment. Join our growing team and help us drive operational success!

Position Overview

The Call Centre Representative reports to the Call Centre Manager and works remotely once training is complete, with occasional required visits to our Aurora, ON office. Collaborating with various KUS utility projects, you will act as a key ambassador for our organization, managing high-volume communications to coordinate critical infrastructure appointments. This role requires exceptional communication acumen, independent time management, meticulous data entry precision, and reliability within a structured service environment.

Key Responsibilities

• Professionally manage a high volume of incoming calls and execute outbound communications to support customers, field technicians, and project stakeholders
• Seamlessly book, reschedule, re-route, and cancel appointment slots for water, electric, and gas meter upgrade projects using internal scheduling databases
• Act as a front-line problem solver for missed appointments, access challenges, and customer inquiries, providing empathetic, practical resolutions or escalating complex issues according to project protocols
• Accurately log customer interactions, update contact details, and input scheduling notes in real-time using internal CRM and ticketing platforms
• Utilize Microsoft Excel to track daily metrics, monitor scheduling progress, and maintain clean data reports for project stakeholders
• Efficiently navigate multiple software applications simultaneously—including MS Windows, scheduling tools, and CRM platforms—while actively assisting callers
• Stay fully informed on evolving municipal utility project guidelines, safety rules, and operational workflows to ensure accurate information delivery to the public
• Partner effectively with field supervisors, dispatch, and internal administrative departments to resolve logistical bottlenecks and streamline daily operations
• Participate actively in regular coaching sessions, team alignments, and training workshops, contributing constructive insights to enhance call center performance and service delivery
• Undertake additional administrative duties and project-support tasks as assigned by the Call Center Manager

Qualifications

• Completion of a post-secondary degree or diploma; Relevant academic disciplines that provide a strong foundation for success in this role include Communications, Business Administration, Human Resources, Public Relations, or Social Sciences
• Minimum one year of dedicated experience within a structured customer service environment, high-volume call center, or technical dispatch operations (3 years of experience is preferred)
• Prior experience working within the utilities, municipal infrastructure, or technical dispatch sectors is considered an asset
• Proven ability to manage competing priorities while maintaining accuracy and quality service standards in a fast-paced setting
• Superior verbal and written communication skills with strong telephone etiquette and active listening
• Exceptional punctuality, attendance discipline, and commitment to fixed operational schedules
• Comfortable with MS Windows and MS Office capabilities (Excel, Word, PowerPoint, MS Project) alongside internal CRM and scheduling platforms
• Customer-first mindset with a natural aptitude for de-escalating interactions and building rapport
• Self-discipline and focus to execute duties independently in a remote or hybrid work arrangement

Work Authorization, Recruitment & Accessibility

This remote position requires candidates to permanently reside in Ontario to perform their work effectively from a home office, with occasional required visits to our Aurora, ON office (33 Isaacson Crescent, Aurora, ON L4G 0A4). Please note that interviews for this position will be conducted in-person on-site at our Aurora office this October, followed by a mandatory in-office training week upon hire. Professional reference checks will also be conducted as part of the final evaluation process. KTI Utility Services Inc. is an equal opportunity employer dedicated to building a diverse, inclusive, and barrier-free workplace, welcoming applications from all qualified individuals residing in Ontario.

KTI Utility Services Inc. is committed to providing a barrier-free environment for our employees, customers, job applicants, and visitors who enter our premises, contact us, or access our information. As an organization, we commit to applying the principles of dignity, independence, integration, and equal opportunity in the Accessibility for Ontarians with Disabilities Act (AODA) Customer Service Standard, and the Integrated Accessibility Standards Regulation. In accordance with provincial regulations, upon request, support will be provided for accommodations throughout the recruitment, selection, and assessment process. As part of our recruitment process, we employ artificial intelligence to evaluate applicants for this role. All candidates are assessed fairly based on their qualifications and relevant skills.

Pay: $41,000.00 per year

Benefits:

• Casual dress
• Dental care
• Extended health care
• On-site parking
• Paid time off
• Work from home

Application question(s):

• Do you currently reside in Ontario and possess a dedicated, distraction-free home office setup capable of supporting remote work with occasional required visits to our Aurora, ON office? (Yes / No)
• Are you able and available to attend an in-person interview on-site at our Aurora, ON office this October? (Yes / No)
• Are you fully available to complete the in-person training week at our Aurora office upon hire, and to work within our call centre hours of operation (Monday to Saturday, 8:00 a.m. – 10:00 p.m.) as required? (Yes / No)
• Do you consent to professional reference checks being conducted as part of the recruitment and evaluation process? (Yes / No)
• Do you have at least 1 year of professional experience working in a call center, customer service environment, or technical dispatch operations? (Yes / No)
• Are you comfortable navigating MS Windows and MS Office capabilities (Excel, Word, PowerPoint, MS Project) alongside internal software platforms? (Yes / No)
• Are you seeking a stable, full-time opportunity and comfortable committing to a 3-year contract term with KTI Utility Services? (Yes / No)
• Are you currently legally authorized to work in Canada on an unrestricted basis for the duration of this contract? Please note that KTI Utility Services does not provide visa sponsorship or support work permit applications. (Yes / No)

Work Location: Remote