311 Contact Centre Services Representative

About the role

The City of Toronto is seeking a 311 Contact Centre Services Representative to be the primary point of contact for residents, businesses and visitors. In this fast‑paced, 24/7 environment you will handle a high volume of inquiries, resolve issues, and guide callers to the appropriate city services.

Key responsibilities

• Answer inquiries and complaints via telephone, email, in‑person and digital/self‑service channels.
• Explain city policies, procedures, programs and services to the public.
• Initiate service requests, accurately record information and refer calls when necessary.
• Promote digital and self‑service options and aim for first‑contact resolution.
• Research information quickly across multiple systems and document interactions precisely.

Required profile

• Professionalism, empathy and resilience when dealing with frustrated or urgent callers.
• Strong judgment, critical thinking and the ability to stay calm under pressure.
• Excellent communication skills and a solution‑focused mindset.
• Ability to manage a high volume of interactions in a fast‑moving contact‑centre setting.

Required skills