Member & Client Services Specialist

Member & Client Services Specialist

Build your future at Ontario One Call!

Company Overview:

Ontario One Call acts as the communications link between buried infrastructure owners (our members) and individuals who are planning to dig in the province of Ontario. In 2012, the Ontario Underground Infrastructure Notification System Act was passed, which stipulates that by law, anyone in the province of Ontario must contact Ontario One Call before they dig. In addition to our contact centre, we are also responsible for public education, industry outreach, and compliance.

As a Public Safety Authority, Ontario One Call is focused on guiding construction, infrastructure and excavation industries towards creating efficiencies and improvements across the province. Ontario One Call is a not-for-profit governed by a Board of Directors representative of the underground infrastructure and excavation industries.

Core Values:

At Ontario One Call, we are Reliable Experts who Care.

Reliable…We are dependable and accessible

Experts…We have the mindset to lead innovation

Caring…We ensure the safety and well-being in our communities.

Do you have what it takes to join our team?

Position Overview:

Working with a small team of energetic staff, in a supportive and enthusiastic environment, the individual will demonstrate empathy, flexibility, a willingness to learn, and the ability to develop long-lasting and positive working relationships.

The Member & Client Services team works with various applications which include; TelDig software, GIS map implementation, Microsoft Office, and various Databases. Ontario One Call will train the successful candidate in all aspects of the role, and will provide guidance that will lead to a positive working experience.

This position reports to the Member and Client Services Supervisor and is located at the Guelph office located at 104 Cooper Drive, Guelph. Ontario One Call has a hybrid work model with staff dividing their workweek between in-office and at-home work per company policy.

Primary Responsibilities:

• Interacting with all assigned prospect organizations, defining their needs, and programming the Ontario One Call system using TelDig software.
• Ownership of the relationship with assigned Ontario One Call members, for all on-going matters.
• Continuous system testing and regular follow-up to ensure the member’s service remains successful.
• Problem resolution regarding mapping requirements and subscription changes, for prospective and registered member organizations, as required.
• Investigations into member notifications and ticket processing.
• Engaging with Ontario One Call’s vendors for GIS mapping requirements, and .Net system requirements used for daily operations.
• Engaging with other staff as necessary to ensure potential membership difficulties are resolved in an efficient and professional manner.
• Problem resolution regarding escalations from the contact centre including, but not limited to: web portal issues, ticket information requirements and contractor ID issues.
• Address client enquiries and escalations through the phone, email and interactive meeting software. Interactions may include ticket status updates, account management requests and generic troubleshooting.
• Guide clients through the ticket submission process including making recommendations and finding efficiencies based on the framework of the proposed project.
• Proactively seek out and engage members of the excavation community regarding Ontario One Call’s policies and procedures, playing a key role in the communication of changes made to Ontario One Call to the excavation community.
• Gather, audit, record and analyze data to assist with client concerns, identify issues and resources and support to improve the client experience.
• Problem solve, test and research issues with web portal and internal mapping databases and submit requisitions to have amendments made.
• Collaborate with different teams found within Ontario One Call as necessary to ensure potential client difficulties are resolved in an efficient and professional manner.
• Daily duties will require the use of industry specific software, Geographical Information Systems, Microsoft Office Suite, meeting software, and internal databases to be completed.
• Providing regular communications and activity reporting to the respective Manager.
• Additional duties as may be required.

Qualifications:

• Active listener able to problem solve and support clients.
• Skilled in MS Office applications, tech savvy and able to learn a variety of new applications specific to Ontario One Call.
• Well organized with the ability to accommodate rapid change.
• Demonstrates ability to manage projects.
• Energetic and enthusiastic, with a mature, professional attitude.
• Ability to work independently and also harmoniously within a small, collaborative team.
• The ability to work under pressure to accommodate workflow variation and still retain a sense of humor is vital.
• Able to accommodate infrequent day travel within Ontario by vehicle and plane, potentially 1-2 times per year.
• Fluency in written and spoken French is a strong asset
• Knowledge of construction industry, utilities, safety and the regulatory environment in Ontario for worker safety will be an advantage but is not obligatory.

Education/Experience:

• 2 year’s successful experience in a similar position with equivalent responsibilities. (Example: Client Care)
• Completion of post-secondary diploma or degree program in business admin., construction planning or other relevant field.
• Familiarity with Ontario One Call, processes, purpose, and mission, as well as a willingness to take part in in-house training with several additional software applications specific to Ontario One Call
• PLAC certification is an asset

Rewards:

• Starting salary of $55,000 - $65,000/annum dependent on qualifications and experience
• Extensive health, dental and life insurance benefits
• Highly engaged workforce and excellent workplace culture
• Diverse and inclusive environment
• Collaborative team
• New, clean and bright facility

Ontario One Call is an equal-opportunity employer committed to diversity and inclusion. We are committed to building and maintaining collaborative, caring and positive work environments so that our employees bring their whole selves to work each and every day. We encourage all qualified applicants to apply without regard to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status or disability.

In accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, Ontario One Call is pleased to offer accommodations for job applicants with disabilities, if you require accommodations, please advise by contacting us.

As a precondition to employment, all potential new employees will be required to provide satisfactory employment references, successfully complete a criminal background check prior to or any time following hire.

We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.