Customer Service Representative

Ian Martin Group; Toronto; On-site; CAD 25,000 - 30,000; Full time

Job summary

The Ian Martin Group is seeking a Customer Service Representative to handle inbound calls and inquiries about MCCSS programs in Toronto. You will assist with ODSP eligibility questions, guide customers through MyBenefits and the Disability Support Portal, and document interactions in our systems.

Role requires strong communication, problem-solving, and the ability to navigate multiple platforms while maintaining confidentiality.

Qualifications

• Experience in contact centre or inbound customer support environment.
• Strong verbal communication and active listening skills.
• Ability to explain processes clearly and professionally.
• Strong problem-solving and documentation skills.
• Attention to detail and accurate record-keeping.
• Ability to follow procedures and handle confidential information.
• Experience managing challenging conversations and de-escalation.

Responsibilities

• Handle inbound calls and respond to general inquiries regarding MCCSS programs and services.
• Provide information and assistance related to ODSP eligibility inquiries and processes.
• Assist customers with application questions, status requests, and general process info.
• Guide customers in navigating digital service platforms like MyBenefits and the DS Portal.
• Troubleshoot account access and digital service issues within guidelines.
• Document customer interactions and outcomes in the appropriate systems.
• Resolve routine inquiries while adhering to procedures and service standards.
• Identify and escalate complex inquiries requiring specialized support.
• Handle sensitive information in line with privacy and security requirements.
• Communicate clearly with customers from diverse backgrounds and needs.
• Show patience and empathy for individuals needing additional support.
• Maintain a customer-focused approach while meeting quality and productivity targets.

Skills

Active listening

Verbal communication

Problem solving

Documentation

Phone support

Multi-system navigation

De-escalation

Privacy handling

High-volume work

Job description

Customer Service Representative

Pay Rate: (flexible)

Location: Toronto ON

Contract Length: 12 months

Responsibilities

• Handle inbound calls and respond to general inquiries regarding MCCSS programs and services.
• Provide information and assistance related to Ontario Disability Support Program (ODSP) eligibility inquiries and program processes.
• Assist customers with application-related questions, application status requests, and general process information.
• Guide customers in navigating digital service platforms, including MyBenefits and the Disability Support (DS) Portal.
• Troubleshoot common account access, application, and digital service issues within established guidelines.
• Accurately document customer interactions, inquiries, actions taken, and outcomes in the appropriate systems.
• Resolve routine customer inquiries efficiently while adhering to established procedures and service standards.
• Identify and lift complex inquiries, complaints, or issues requiring specialized support.
• Handle sensitive and confidential customer information in accordance with applicable privacy, security, and information-handling requirements.
• Communicate clearly and professionally with customers from diverse backgrounds and with varying service needs.
• Demonstrate patience and empathy when assisting individuals who may be experiencing challenging personal circumstances or require additional support.
• Maintain a customer-focused approach while meeting established quality, productivity, and service expectations.

Required Qualifications and Skills

• Experience in a contact centre, call centre, customer service, or inbound customer support environment.
• Strong verbal communication, active listening, and customer service skills.
• Ability to understand customer inquiries, provide clear information, and explain processes in a simple and professional manner.
• Strong problem-solving skills, with the ability to resolve routine issues and recognize when escalation is required.
• Excellent attention to detail and the ability to maintain accurate customer records.
• Ability to follow established procedures, guidelines, and service standards.
• Professionalism and discretion when handling confidential or sensitive customer information.
• Ability to manage challenging conversations, respond to customer concerns, and de-escalate difficult situations.
• Basic computer proficiency and the ability to navigate multiple systems while interacting with customers.
• Strong organizational skills and the ability to work effectively in a high-volume service environment.

Preferred Qualifications

• Experience supporting government programs, public‑sector services, social assistance, or disability‑support programs.
• Familiarity with Ontario Disability Support Program (ODSP) processes or other social assistance programs.
• Experience in regulated service environments, including banking, insurance, healthcare, or public services.
• Experience assisting customers with online applications, account access, digital portals, and application‑status inquiries.
• Experience working with individuals with accessibility requirements or complex service needs.
• Familiarity with privacy, confidentiality, and information‑handling requirements in customer‑facing environments.
• Previous experience meeting contact centre performance measures, quality standards, and service‑level expectations.

Looking for meaningful work? We can help

We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.

We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/