Summary

Receive inbound calls from and place outbound calls to the general public related to the registration and voting process for the special voting rules. Excellent people skills are required that centre on courtesy and customer service, as well as strong communication skills. Skills and abilities required include familiarity with general office

procedures, the use of standard office equipment and software (Windows XP or higher, Word, Excel, Outlook, etc.).

Major Duties

1. a) Receiving and routing inbound calls;
2. b) Initiating outbound calls;
3. c) Escalating and routing calls as necessary;
4. d) Providing verbal responses to inquiries based on approved templates;
5. e) Providing written responses to inquiries based on approved templates during peak periods, as required; and
6. f) Exercising tact and judgement to deal with caller inquiries and ascertain their

needs, and working with computer word processing and email software.

5.01.03. Typical Duties

1. a) Determining the nature and purpose of inbound calls and routing as

necessary;

1. b) Examining transaction records of callers in call tracking system;
2. c) Answering inquiries, addressing complaints and providing information by telephone;
3. d) Inputting, processing and updating data and records;
4. e) Recording and maintaining calls in call tracking system;
5. f) Working in an automated environment;
6. g) Working under pressure and meeting tight deadlines;
7. h) Shift work and overtime with little or no notice; and i) Working remotely (if required)

Minimum Mandatory Qualifications

Education

Secondary school diploma or an acceptable combination of education, training and experience at Elections Canada’s discretion is required.

Experience

Minimum of six months experience in a call centre or help desk environment is required.

Languages

Bilingual – Intermediate