This job is no longer available
This job expired on 01/09/2026. It no longer accepts applications.
311 Contact Centre Services Representative
City of Toronto · Toronto
Job description
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
Questions fréquentes
Why are you reporting this job?
Boost your chances
Upload your CV — we will match you with relevant openings.
Analyzing your CV...
City of Toronto
Toronto
Related job offers
-
Bilingual Customer Experience Coordinator (EN/FR)
phoenix Toronto -
Customer Care Crew
Province of Canada Toronto -
Customer Service Associate – Tier 1 Support
DECIEM Toronto -
Customer Service Representative – Autobody & Glass
crownautogroup Winnipeg -
Service Coordinator – Customer Service Triage
clearbridge Abbotsford