Part-time Call Centre Operator Job Vacancy in Ottawa Community Housing Ottawa, ON – Latest Jobs in Ottawa, ON

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Company Name : Ottawa Community Housing
Location : Ottawa, ON
Position : Part-time Call Centre Operator

Job Description : SCOPE OF POSITION: Reporting to the Manager, Call Centre Operations in the Tenant Experience Department, the Call Centre Operator responds to tenant phone calls regarding safety, security and maintenance issues in OCH communities. Using effective communications and client service skills, the CCO responds to both emergency and routine tenant requests. The position involves collaboration with Community Safety and Operations personnel, emergency services and approved contractors.SUMMARY OF DUTIES AND RESPONSIBILITIES: Safety and Security Requests: Monitors emergency phone lines, identifies the name, address and purpose of each call received, accurately records all relevant information to promptly and accurately direct an appropriate response;Contacts emergency services such as the Ottawa Police Service or medical services in response to urgent calls; the CCO will also work with the responding Community Safety Worker to ensure follow up as requiredDispatches OCH Community Safety Worker in response to safety issues identified by tenants or OCH staff;Uses applicable software and communications technology to track service response and outcomes;Maintains accurate records of all safety and security calls and responses, and provides data and reports to appropriate staff as required.Maintenance Requests: Receives tenant maintenance requests and clarifies information in order to assign priority and direct an appropriate response;Communicates basic maintenance tips to the tenant to resolve problems or reduce damage;Informs the caller of the likely maintenance response including the timeframe;Initiates a maintenance work order and assigns the appropriate priority and Division responsibility;Refers emergency maintenance requests to the On-Call Operations, Asset Management personnel, or contractor as appropriate;Uses applicable software and communications technology to track service response and outcomes;Ensures the accuracy of all information collected and entered into appropriate data bases.Alarms: Monitors and programs Central Station Monitoring equipment;Responds immediately to intrusion and elevator alarms;Monitors security cameras and provides relevant information to the Manager Community Safety Services or Manager, Call Centre as appropriate;Maintains appropriate records.Radio Communications: Responds appropriately to all radio communication from Operations, Asset Management, and Community Safety WorkersContacts Community Safety Services and Maintenance staff to address issues in a timely and appropriate manner;Documents significant contacts as required;Ensures radio equipment is maintained and charged for use.General: The Call Centre Operator will comply with all applicable Privacy legislation and OCH policies in collecting and handling of personal information.QUALIFICATIONS/EXPERIENCE: A typical candidate will have the following qualifications and experience. Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge and ability warrant.High school diploma combined with a minimum of two years of experience in a high demand client service oriented environmentKNOWLEDGE AND ABILITY REQUIREMENTS: Knowledge of basic Fire and Safety codes in residential buildingsWorking knowledge of applicable Occupational Health and Safety legislation and of OCH policies and procedures related to health and safety; completion of health and safety training required by legislation and by OCHAbility to engage tenants to identify problems accurately and identify solutionsRespect for diversity and ability to overcome social and cultural barriers to communicationAbility to apply effective telephone protocolsEffective conflict resolution skillsExcellent organizational skills including ability to work effectively in a high demand multi-task client service environmentExcellent interpersonal skills that foster positive relationships with tenants, service providers, partners and colleaguesAbility to follow protocols and work without close supervisionFamiliarity with relevant software applications and a demonstrated record of accuracy in a high demand client service environmentAbility to communicate basic maintenance information to tenantsCOMPETENCY PROFILEThe core competencies to effectively perform in this position are Delivers Great Service, Builds Strong Work Relationships and Puts Learning to Work.It is expected that these behaviours are demonstrated up to and including the specified level for each competency. Click here for the full competency profile.Delivers Great ServiceBuilds Strong Work RelationshipsPuts Learning to WorkAAALANGUAGE REQUIREMENT: Effective oral communication skills in English and French are requiredAn ability to speak additional languages commonly used by OCH tenants is an assetOTHER REQUIREMENTS: There is a requirement to work rotational shifts as directed by the Director, Support Services or delegateFamiliarity with socio-cultural issues such as poverty, mental health and cultural diversity is considered an assetCriminal Records Check is requiredProof of full vaccination against COVID-19 as approved by Health Canada or listed for emergency use by the World Health Organization, a valid medical or other consideration under the Ontario Human Rights CodeOCH is committed to providing accommodations for people with disabilities. If you require an accommodation, please notify Human Resources and we will work with you to jointly address your needs.Location:OttawaSalary Range:$29.34 – $33.84Pay Type:HourlyDepartment:Call CentreEmployment Duration:part-timeClosing Date (MM/DD/YY):4/10/22Position Type:permanentID:407Job Types: Part-time, PermanentSalary: $29.34-$33.84 per hour

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