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Ottawa, Ontario, Canada
JOB #R2000491

Senior Contact Centre Representative

Interested in a fast paced and high-energy work environment?Do you enjoy helping people in your community receive critical assistance to support themselves and their families?Looking to join a team that is focused on delivering service excellence in an inbound Contact Centre?

The Senior Contact Centre Representative, reporting to the Contact Centre Manager will provide service excellence by connecting to our customers and assisting residents from across the Province of Ontario in applying for, and receiving the Ontario Electricity Support Program credit to offset rising hydro costs.

The Contact Centre will operate from 8:00 a.m. until 9:00 p.m., Monday through Friday excluding statutory holidays observed in Ontario. Applicants must be able to work a variety of 8 hour shifts including the occasional evening shift as required.


  • Take inbound and outbound calls as needed, both daytime and evenings. Answering inquiries regarding programmatic policies, online application trouble shooting, and application status
  • Support Team Leads with on floor agent support, escalated calls, voicemails, huddles and other tasks as required. Monitor Real Time Adherence to ensure SLA’s are being met
  • Complete First Call Resolution monitoring and reporting as required to ensure monthly quality objectives are met
  • Support Team Leads with refresher courses and new hire training

Required Skills / Qualifications:

  • Minimum High School Diploma or equivalent required. College diploma is preferred.
  • Excellent Customer Service skills and telephone etiquette. Ability to navigate difficult situations and de-escalate situations
  • Must have excellent communication skills, both written and verbal
  • Proficiency in French is a strong asset
  • Familiarity with Windows operating systems and basic computer software along with the Microsoft Office Suite of products
  • Strong analytical, problem solving, and troubleshooting skills
  • Ability to multitask, work under pressure and adapt to change
  • Attendance and punctuality are imperative

Like what you see and think you’re a perfect fit? Apply today.

Please be assured we’ll treat any information you share with us with the utmost care, only use your information for recruitment purposes and will never sell it to other companies for marketing purposes.  Please review  to view ICF’s Privacy Statement for more details.

We thank all candidates in advance for their application, but only those contacted for an interview will receive a reply.

At ICF Next, we are committed to fostering an inclusive, accessible environment, where all employees feel valued, respected and supported. We are dedicated to creating a culture with a diversity of talented individuals who join, stay, and work in an environment that enables them to thrive. ICF Next is committed to providing accommodations. If you require an accommodation, we will work with you to meet your needs.

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

Ottawa Canada (CD82)

Call Center

Who is ICF?

A consulting services company of over 5,000 experts across 67 countries, but not your typical consultants

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