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About the Role

The Royal Ontario Museum (ROM) is seeking a Contact Center Representative to serve as the primary point of contact for visitors and members. This role is crucial for delivering exceptional customer service, managing inquiries, assisting with sales, and troubleshooting issues across various communication channels.

Responsibilities

• Serve as the first point of contact for visitors and members, delivering exceptional customer service across phone, email, chat, and online review platforms.
• Assist guests in planning their museum visits by providing accurate information, troubleshooting ticketing and membership issues, and resolving common inquiries.
• Actively promote ROM’s offerings, including memberships, exhibitions, and programs, while processing sales and transactions.
• Conduct outbound calls to engage with members, gather visitor feedback, and enhance the overall visitor experience.
• Monitor and respond to visitor feedback on digital platforms (e.g., Google, TripAdvisor) with professionalism and tact.
• Maintain detailed records of interactions, ensuring accurate documentation of visitor inquiries, transactions, and resolutions.
• Contribute to ROM’s welcoming and inclusive environment by embodying its brand values in every interaction.

Requirements

• At least two (2) years of experience in a customer service environment, preferably in a contact center or call center role.
• Fluency in both English and French (B-level or higher) is required.
• Customer-focused mindset with excellent problem-solving skills and the ability to handle visitor inquiries with professionalism, tact, and diplomacy.
• Experience working with ticketing systems, point-of-sale (POS) systems, or membership/customer relations databases.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and comfort using mobile technology (tablets, smartphones).
• Ability to work in a fast-paced, dynamic environment, adapting to changing priorities and visitor needs.
• Availability to work variable shifts, including daytime, evenings, weekends, and holidays as required (Saturday, Sunday, 2 weekdays, and evenings).
• International applicants with equivalent experience are encouraged to apply.
• An equivalent combination of knowledge, skills, education, and experience will be considered.

Skills

• Customer service
• Problem-solving
• Communication
• Microsoft Office (Excel, Word, Outlook)
• Ticketing systems
• Point-of-sale (POS) systems
• Membership/customer relations databases
• Mobile technology usage

Location

• Toronto, ON

Work Type

• Part-time
• Permanent
• Onsite

Experience Level

• 2+ years of customer service experience

Education Level

• Diploma (advanced) or Bachelor's degree in a relevant field such as communications, customer service, or hospitality.

Salary/Compensations

• $26.60 - $30.41 per hour

Benefits

• Free ROM membership for permanent full-time and part-time staff
• Discounts to over 200 attractions through Attractions Ontario

About the Company

• Opened in 1914, the Royal Ontario Museum (ROM) is Canada's most-visited museum, welcoming over 1.3 million visitors annually and ranking among the top 10 cultural institutions in North America.
• ROM is a globally recognized field research institute housing over 18 million artworks, cultural objects, and natural history specimens.
• The museum is dedicated to building and sharing global collections, knowledge, and fostering community engagement.
• ROM is committed to creating a space where art, culture, and nature intersect, connecting people and communities.
• The museum is evolving into a foremost 21st-century institution.

Equal Opportunity

• ROM embraces diversity in its exhibits, communities, and teams.
• Encourages applications from racialized persons, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, and those who can further diversify ideas.
• Committed to equitable employment opportunities and a workplace free from discrimination and harassment.
• Welcomes and accommodates candidates with disabilities throughout the selection process.