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Contact Centre Representative
Contact Centre Representative
The Contact Centre Representative, reporting to the Contact Centre Manager will provide service excellence by connecting to our customers.
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 evenings.
The Contact Centre is tasked with the conducting business process services. These services include:
Take inbound and outbound calls answering topics including, but not limited to programmatic policies, online application trouble shooting, and application status
Respond to email inquiries answering topics regarding programmatic policies, online application trouble shooting, and application status
Resolve support issues in a prompt and efficient manner while escalating to technical team members when necessary
Receive and process paper applications and consent forms as requested
Mail out communication tailored to each application
Produce clear, efficient, and timely written logs of calls and emails into a client-case tracking system to manage requests and issues
Identify and document recurring customer issues to determine standardized working solutions, to build on a knowledgebase
Maintain a high level of knowledge regarding all products and systems; attending scheduled training and coaching sessions to stay on top of changes and updates to program
Required Skills / Qualifications:
Must have excellent communication skills, both written and verbal in English and French(Preferred)
Minimum High School Diploma or equivalent required. College diploma is preferred.
Excellent Customer Service skills and telephone etiquette
Familiarity with Windows operating systems and basic computer software along with the Microsoft Office Suite of products
Strong analytical, problem solving, and troubleshooting skills
Attendance and punctuality are imperative
Ability to multitask, work under pressure and adapt to change
The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, to equalize peak work periods, or to otherwise balance organizational work.
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 www.icf.com/careers to find your next career. ICF—together for tomorrow.
Ottawa Canada (CD82)