ODSP & Digital Services Support Agent (Toronto)

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

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.