Guelph Permanent $55,000-$65,000

Member & Client Services Specialist

Build your future at Ontario One Call!

Company Overview:

Ontario One Call acts as the communications link between buried infrastructure owners (our members) and individuals who are planning to dig in the province of Ontario. In 2012, the Ontario Underground Infrastructure Notification System Act was passed, which stipulates that by law, anyone in the province of Ontario must contact Ontario One Call before they dig. In addition to our contact centre, we are also responsible for public education, industry outreach, and compliance.

As a Public Safety Authority, Ontario One Call is focused on guiding construction, infrastructure and excavation industries towards creating efficiencies and improvements across the province. Ontario One Call is a not-for-profit governed by a Board of Directors representative of the underground infrastructure and excavation industries.

Core Values:

At Ontario One Call, we are Reliable Experts who Care.

Reliable…We are dependable and accessible

Experts…We have the mindset to lead innovation

Caring…We ensure the safety and well-being in our communities.

Do you have what it takes to join our team?

Position Overview:

Working with a small team of energetic staff, in a supportive and enthusiastic environment, the individual will demonstrate empathy, flexibility, a willingness to learn, and the ability to develop long-lasting and positive working relationships.

The Member & Client Services team works with various applications which include; TelDig software, GIS map implementation, Microsoft Office, and various Databases. Ontario One Call will train the successful candidate in all aspects of the role, and will provide guidance that will lead to a positive working experience.

This position reports to the Member and Client Services Supervisor and is located at the Guelph office located at 104 Cooper Drive, Guelph. Ontario One Call has a hybrid work model with staff dividing their workweek between in-office and at-home work per company policy.

Primary Responsibilities:

  • Interacting with all assigned prospect organizations, defining their needs, and programming the Ontario One Call system using TelDig software.
  • Ownership of the relationship with assigned Ontario One Call members, for all on-going matters.
  • Continuous system testing and regular follow-up to ensure the member’s service remains successful.
  • Problem resolution regarding mapping requirements and subscription changes, for prospective and registered member organizations, as required.
  • Investigations into member notifications and ticket processing.
  • Engaging with Ontario One Call’s vendors for GIS mapping requirements, and .Net system requirements used for daily operations.
  • Engaging with other staff as necessary to ensure potential membership difficulties are resolved in an efficient and professional manner.
  • Problem resolution regarding escalations from the contact centre including, but not limited to: web portal issues, ticket information requirements and contractor ID issues.
  • Address client enquiries and escalations through the phone, email and interactive meeting software. Interactions may include ticket status updates, account management requests and generic troubleshooting.
  • Guide clients through the ticket submission process including making recommendations and finding efficiencies based on the framework of the proposed project.
  • Proactively seek out and engage members of the excavation community regarding Ontario One Call’s policies and procedures, playing a key role in the communication of changes made to Ontario One Call to the excavation community.
  • Gather, audit, record and analyze data to assist with client concerns, identify issues and resources and support to improve the client experience.
  • Problem solve, test and research issues with web portal and internal mapping databases and submit requisitions to have amendments made.
  • Collaborate with different teams found within Ontario One Call as necessary to ensure potential client difficulties are resolved in an efficient and professional manner.
  • Daily duties will require the use of industry specific software, Geographical Information Systems, Microsoft Office Suite, meeting software, and internal databases to be completed.
  • Providing regular communications and activity reporting to the respective Manager.
  • Additional duties as may be required.

Qualifications:

  • Active listener able to problem solve and support clients.
  • Skilled in MS Office applications, tech savvy and able to learn a variety of new applications specific to Ontario One Call.
  • Well organized with the ability to accommodate rapid change.
  • Demonstrates ability to manage projects.
  • Energetic and enthusiastic, with a mature, professional attitude.
  • Ability to work independently and also harmoniously within a small, collaborative team.
  • The ability to work under pressure to accommodate workflow variation and still retain a sense of humor is vital.
  • Able to accommodate infrequent day travel within Ontario by vehicle and plane, potentially 1-2 times per year.
  • Fluency in written and spoken French is a strong asset
  • Knowledge of construction industry, utilities, safety and the regulatory environment in Ontario for worker safety will be an advantage but is not obligatory.

Education/Experience:

  • 2 year’s successful experience in a similar position with equivalent responsibilities.
  • Completion of post-secondary diploma or degree program in business admin., construction planning or other relevant field.
  • Familiarity with Ontario One Call, processes, purpose, and mission, as well as a willingness to take part in in-house training with several additional software applications specific to Ontario One Call
  • PLAC certification is an asset

Rewards:

  • Starting salary of $55,000 - $65,000/annum dependent on qualifications and experience
  • Extensive health, dental and life insurance benefits
  • Highly engaged workforce and excellent workplace culture
  • Diverse and inclusive environment
  • Collaborative team
  • New, clean and bright facility

Ontario One Call is an equal-opportunity employer committed to diversity and inclusion. We are committed to building and maintaining collaborative, caring and positive work environments so that our employees bring their whole selves to work each and every day. We encourage all qualified applicants to apply without regard to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status or disability.

In accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, Ontario One Call is pleased to offer accommodations for job applicants with disabilities, if you require accommodations, please advise by contacting us.

As a precondition to employment, all potential new employees will be required to provide satisfactory employment references, successfully complete a criminal background check prior to or any time following hire.

We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

Location
Guelph
Salary
$55,000-$65,000

Excavator Representative (Temporary Appointment: March-September 2024, with possibility of extension)

As a public safety administrative authority, Ontario One Call (OOC) administers the Ontario Underground Infrastructure Notification System Act 2012 and plays a vital role in protecting the public from harm and damage to underground infrastructure. The guidance of its Board of Directors is integral to OOC’s ability to support members, excavators and stakeholders.

OOC is committed to diversity and inclusion; building and maintaining collaborative, caring and positive work environments, so that our employees bring their whole selves to work each and every day. This commitment is extended to the Board of Directors, and we are actively seeking to compose a Board reflective of the diversity of the Ontarians we serve and work with. In accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, OOC is pleased to offer accommodations for applicants with disabilities; if you require accommodations, please advise during the application process.

About Ontario One Call’s Board of Directors

OOC has a Board of Directors comprised of 12 representatives; leaders representing our members, the excavation community and leaders appointed by government. The Board’s main role is to govern OOC and set its strategic direction. Working to ensure OOC has financial sustainability, sound policy development, and proper visioning, the Board provides oversight to ensure staff are empowered to guide the organization.

Typically, members of the OOC Board of Directors serve for three-year terms and may be re-elected to serve up to two subsequent terms of three years each.

Due to a mid-term vacancy on the OOC Board, we currently have an opening for one representative from the excavator community to serve on the Board of Directors until the AGM in September of 2024, with the possibility of extension.

Leaders are invited to express their interest in representing the excavator community of the OOC's Board of Directors.

Eligibility:

  • The nominee must be an active leader in the excavation industry, employed or previously employed by an excavator with operations in the province of Ontario.
  • The employer must be supportive of the investment of time and interest that all OOC directors make, including attending board meetings (virtual and in person at the call of the Chair) scheduled throughout the year and participating in board committees and/or task forces (typically 10 meetings annually).
  • The nominee must have a combination of skills and experience that equip them to serve on the board. The Board is particularly looking to add members with finance/accounting, legal, IT and regulatory designations or experience.

Process:

  • We are seeking expressions of interest by 4:00pm, Wednesday, February 7, 2024
    • Applications should take no longer than 20 minutes to complete
    • Applications must be submitted through the OOC Careers Website (Click ‘Apply’ to submit your expression of interest)
  • Panel interviews will be conducted virtually the weeks of February 12th & 19th
  • The selected candidate will be required to complete a background check including criminal activity.
  • The selected candidate will be provided with a thorough orientation and education session, prior to attending their first meeting of the Board.

We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

Location
Hybrid