Call Center Agents
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.).

Duties
Receiving and routing inbound calls;
Initiating outbound calls;
Escalating and routing calls as necessary;
Providing verbal responses to inquiries based on approved templates;
Providing written responses to inquiries based on approved templates during peak periods, as required; and
Exercising tact and judgement to deal with caller inquiries and ascertain their needs, and working with computer word processing and email software.
Determining the nature and purpose of inbound calls and routing as necessary;
Examining transaction records of callers in call tracking system;
Answering inquiries, addressing complaints and providing information by telephone;
Inputting, processing and updating data and records;
Recording and maintaining calls in call tracking system;
Working in an automated environment;
Working under pressure and meeting tight deadlines;
Shift work and overtime with little or no notice; and
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.
Minimum of six months experience in a call centre or help desk environment is required.
Languages Bilingual – Intermediate



Correspondence Officers Services
The main tasks of the Correspondence Officer involve providing written responses to enquiries received from the general public regarding “special voting rules” as well as drafting requests for elector information. Excellent people skills are required that
centre on courtesy and customer service, strong written communication skills, familiarity with general office procedures, as well as the use of standard office equipment and software (Windows XP or higher, Word, Excel, Outlook, etc.).


Duties
Drafting written responses to inbound enquiries from the general public; and
Drafting written correspondence to the general public requesting information to complete elector information.
Offering support to the general public on the registration and voting process of the special voting rules;
Selecting and adapting appropriate templates as required to respond to enquiries;
Drafting customized responses to enquiries by the general public, for approval by supervisor;
Examining and analyzing transaction records to identify correct information to convey in written responses to enquiries;
Initiating outbound calls as required during peak periods and providing verbal responses to callers enquiries based on approved templates;
Working in an automated environment;
Working under pressure and meeting tight deadlines;
Shift work and overtime with little or no notice; and
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.
Minimum of one year of relevant experience, including standard office software (Windows XP or higher, Word, Excel, Outlook, etc.) and drafting correspondence (with or without templates).
Languages Bilingual – Advance