Position Title:
Customer Service Representative (CSR) – Ontario Business Registry (OBR)
About the Role
We are hiring a CSR to support the Ontario Business Registry (OBR) program.
This program is more complex and requires candidates who can confidently understand and communicate detailed government program information to the public.
The successful candidate will assist customers by phone, email, mail, and fax, providing accurate information about business registrations, policies, legislation, services, procedures, and online tools. They must follow resources and training materials to answer questions and help clients complete transactions.
Key Job Purpose
- Provide accurate information about the Ontario Business Registry in English .
- Handle inquiries from business owners, the public, and other stakeholders.
- Help customers understand eligibility, rules, forms, and online processes.
- Support government partners and provide high-quality service that is fast, professional, and customer-focused.
Primary Duties & Responsibilities
The CSR will be responsible for:
Customer Interaction
- Greet and assist internal and external clients over the phone and through written communication.
- Provide clear information about OBR programs, policies, legislation, and services.
- Act as the first point of contact , ensuring professionalism and high service standards.
- Record important details for every inquiry.
Support & Guidance
- Help customers complete forms and navigate online self-service platforms.
- Confirm eligibility or status when required.
- Verify caller identity when needed.
Program Awareness & Research
- Use databases, internal manuals, websites, and government documents to give correct information.
- Update resources and share recurring questions or issues to improve service quality.
- Stay updated through training on new programs, services, and procedures.
Fraud Awareness
- Identify and escalate suspicious or fraudulent behaviour that could misuse government resources.
Technical & System Support
- Report any system issues, application errors, phone line problems, or interruptions through the defined escalation path.
Additional Responsibilities
- Other duties may be assigned by management as needed.
