Overview
Representative Customer Service
Corporate Services – Human Resources
Status: (1) Contract Full Time; Up to 6 months
Hiring Range: $62,902 - $70,765 per annum
Work mode: Hybrid - A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve.
Location: 7120 Hurontario Street, Mississauga, ON
Hours of work: 35 hours per week with occasional extended hours during peak periods.
The Customer Service Representative (CSR) is a key front-line member of the HR Employee Service Centre (ESC), responsible for delivering high-quality, timely, and accurate support to employees across the organization. Operating within a multi-channel environment, the CSR helps direct inquiries related to HR policies, payroll, benefits, time and attendance, and job data to various HRSD team members and is an integral part of customer service training and ensuring tickets flow smoothly.
The CSR demonstrates strong communication skills, attention to detail, and a commitment to service excellence. They work collaboratively with ESC analysts, coordinators, and other HR teams to ensure seamless resolution of employee inquiries and contribute to continuous improvement initiatives.
Responsibilities:
- Respond to a high volume of employee inquiries via ServiceNow tickets, and phone, ensuring courteous and accurate service.
- Handle intake calls to collect information from employees to create their ESC tickets
- Search for ESC tickets to provide updates to employees
- Triage and route tickets appropriately within ServiceNow, applying SLA logic and escalation protocols.
- Provide first-level support for HR systems including ServiceNow, SAP SuccessFactors, Workforce Software, and SharePoint
- Guiding employees through the process of getting their employment verification letters
- Handling employment verification calls from third parties regarding current or previous employees
- Maintain accurate documentation of interactions and resolutions in ServiceNow and other HR systems.
- Creating and maintaining scripts for most common inquires.
- Support employees with navigation of HR self-service tools and digital forms (e.g., Self-Terminations, Request Forms, etc.).
- Collaborate with ESC Analysts and Coordinators to resolve complex or escalated issues.
- Participate in ESC cleanup and data quality initiatives, including knowledge base updates and catalogue item reviews.
- Adhere to SLA timelines and contribute to operational metrics tracking.
- Uphold privacy and confidentiality standards in accordance with MFIPPA, PHIPA, and internal policies.
- Participate in team meetings, training sessions, and coaching opportunities.
- Support onboarding of new HR teams into ServiceNow and contribute to digitization efforts.
- Support the Admin for Employee Records during their absences.
- Handle intake of and outbound mail for the HR Service Delivery team.
- Perform other duties as assigned by the Team Lead or HR leadership.
Qualifications:
- Minimum High School Diploma and minimum 1 year call centre experience.
- Inbound call centre experience preferred.
- Strong keyboarding and data entry; proficient in MS Office Suite.
- Exceptional communication skills, both verbal and written to deal with customer inquiries.
- Ability to work well under pressure, problem solve and deal with stressful situations.
- Ability to assess calls, identify issues and respond quickly and appropriately.
- Must be detail oriented.
- Ability to work independently with little supervision.
- Strong time management and organizational skills.
- Ability to adapt to change in a fast paced service delivery environment.
- Ability to exercise care and good judgment in correctly transferring calls.
- Ability to work in a shift environment 8am – 8pm (Monday to Friday)
- Lagan or other comparable Customer Relationship Management (CRM)) software experience preferred
Why Join Us?
- Impactful Work: Play a crucial role in supporting legal operations that serve the community.
- Collaborative Environment: Work alongside a team of dedicated professionals who value teamwork and innovation.
- Growth Opportunities: Engage in continuous learning and professional development within a respected legal framework.
Join us - be bold, think big, and help shape a better tomorrow.
Perks That Make Work Fun (and Your Life Easier)!
At Peel Region, we believe in taking care of you. Here's what you'll enjoy when you join our team:
- Vacation Time That Grows: Start with 3 weeks of vacation per year - because work-life balance is important!
- Personal Days Just for You: Enjoy 3 paid personal days and floating holidays to recharge whenever you need.
- Supportive, Respectful Culture: Work in an environment where leadership truly cares and inclusivity is celebrated.
- Wellness First: Flexible hours to fit your lifestyle and prioritize your health and well-being.
We’ve got you covered - because we know happy, healthy people do their best work! 🎉
Work Mode & Job Location: In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected along with occasional travel to attend site inspections or meetings at Regional facilities or as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.
Peel Region offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.
Interview: Our recruitment process will be completed with video conference technology.
Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there.
About Us
Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. Peel Region delivers essential services to more than 1.5 million residents and approximately 200,000 businesses.
We’re working to create a community that is safe, inclusive, and accessible. A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.
Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support.
Recognized by Canada's Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking. At Peel Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won't find a better opportunity than Peel Region.
Additional Information
Peel Region is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.Peel Region is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation, please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact zzg-hrtalentacquisition@peelregion.ca
Please be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e., testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.
