Regional Municipality of Peel

Customer Service Representative

Posted Date 6 days ago(3/13/2018 5:35 PM)
System ID
# Positions
Position Type and Status
Contract Full-time
Job Industry
Consumer, Personal and Household Services, Government and Public Sector
Career Level
Post End Date
3/21/2018 11:59 PM
CAD $26.17/Hr.
CAD $32.71/Hr.

About Us

The Region of Peel serves a vibrant and culturally diverse community of more than 1.4 million residents and 88,000 businesses in Brampton, Caledon and Mississauga.  Committed to service excellence, transparency in decision-making and responsible tax management, the Region delivers a wide range of municipal services that are customer-focused and cost-effective.


The Region of Peel has recently completed a Strategic Planning process that engaged our residents and stakeholders to answer one question: “What can you imagine for the future of Peel?” All the feedback received formed the path forward and the strategic direction for the Region over the next 20 years.



To learn more about the Region of Peel please visit our website or watch the Faces of Peel video to see how our employees impact the residents of Peel.

Job Description

Customer Service Representative – Day Shift (Contract)

Contract Full time Duration: Up to 13 months, 1 position

Contract Part time Duration: Up to 13 months, up to 2 positions – 5 shifts totaling 25 hours per week

Digital and Information Services – Community Connections


We are looking for energetic, customer focused candidates who are looking for their next opportunity to join our team in helping serve residents in Peel. 


You will be accountable for:

  • Must be willing and available to work an assortment of scheduled shifts between 8:00am and 5:00pm, Monday – Friday
  • Adherence to the schedule and quality information
  • Providing our residents with an exceptional customer experience


Our service delivery business unit is the frontline contact for Region of Peel programs, services and other corporate wide initiatives.


The Region's Customer Contact Centre operates on a 24 hour, 7 days per week, 365 days per year basis.



  • Respond tactfully and diplomatically to a large volume of incoming telephone calls, emails and tweets in a timely and courteous manner
  • Develop an accurate understanding of all call types in order to direct calls to specific program areas
  • Document and maintain accurate records in the appropriate system or database
  • Document requests for service using a variety of systems in a Windows environment
  • Use of computerized knowledge base systems to provide accurate and complete information
  • Facilitate customer care concerns within escalation protocols
  • Take personal accountability for job performance and quality i.e. meeting or exceeding contact centre targets, this includes areas such as accuracy, quality and adherence to work schedule
  • Participate in and receive feedback/coaching during call quality assessment sessions
  • Be accountable for calls/emails/tweets and meet/exceed customer service levels at all times
  • Adhere to corporate policies, practices, standards and other pertinent legislation such as MFIPPA, PHIPA, etc.
  • Actively participate in team meetings
  • Collaborative team player and be able to work independently
  • Perform other duties as assigned


  • Minimum High School diploma plus a minimum of one (1) year of customer service/call centre experience
  • Previous inbound call centre experience is preferred
  • Experience with Human/Social Services programs is preferred
  • Collaborative team player and be able to work independently
  • Strong keyboarding and data entry skills
  • Proficient in MS office Suites and computer savvy with technology
  • 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
  • Must have strong time management and organizational skills
  • Demonstrated ability to adapt to change in a fast paced service delivery environment 
  • Ability to exercise care and good judgment in correctly transferring calls
  • Salesforce or other comparable Customer Relationship Management (CRM) software experience preferred


Location: 10 Peel Centre Drive, Brampton, ON

Hours of Work: An assortment of scheduled shifts between 8:00am and 5:00pm, Monday – Friday


If this employment opportunity matches your interest, experience and schedule, please apply online.



Additional Information

At the Region of Peel, we respect diversity and treat one another in ways that are fair, courteous and compassionate, recognizing everyone’s contributions. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. The Region of Peel is committed to providing accommodations throughout the recruitment process. If you require accommodation please notify us and we will work with you to meet your needs. We encourage applications from all qualified individuals; however, only those under consideration will be contacted.


Please click on the following link if you need further assistance


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