Job #:

9759

Division:

Operations

Vacancy Type:

Full-time Temporary

Affiliation:

Union: CUPE 79

Contract Length:

until December 31, 2025

Grade:

TCHC 5

of Vacancies:

2

Salary/Hourly Range:

$34.45 - $37.77 per hour

Hiring range/wage:

$34.45 per hour

Work Details (Days/hours):

35 hours per week

Posted Date:

9/19/25

Existing or New:

Existing

Deadline to Apply:

10/3/25

What we offer

In addition to competitive wages and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

• Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
• Three Weeks paid annual vacation days, increasing with years of service;
• Four (4) paid personal days;
• Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Health and dental benefits;
• Employee and family assistance program;
• Maternity and parental leave top up (93% of base salary);
• Training and development programs including tuition reimbursement of $1500 per calendar year.
• Fitness membership discount;

Make a difference

Do you see yourself working for one of the largest social housing providers in North America that is dedicated to improving the lives of its residents? Are you a dynamic, service oriented individual who is eager to learn and expand on current skill sets? If this sounds like you, then we have an opportunity you won’t want to pass up!

What you'll do

• Dispatch work order requests arriving via inbound queue, voicemail and email based on priority and defined protocol requirements
• Follow up on dispatched work to ensure resolution within defined turnaround time periods (escalating as necessary), to assist and/or confirm adequate receipt of goods and services.
• Dispatch adequate work orders to ensure appropriate dollar order amount, general ledger account and description of work are established at time of order.
• Prepare open work order reports on a daily basis, and status on all open work orders, as reasonably allocated to the staff.
• Ensure that selection of vendors upon dispatching goods and services follows TCHC Procurement Policies and Procedures.
• Document work order event history, completion details and facilitates any necessary communication correspondence to defined standard
• Liaise with site staff, external contractors and internal service delivery staff to resolve open work orders, emergency work completion and documentation requirements
• Provide support and guidance to Call Centre Agent questions and escalation requests
• Work with Operating Units and corporate customers to ensure all calls are closed
• Determine and employs appropriate service strategies and technology
• Keep updated on appropriate legislation, policies, events, etc. in order to maintain knowledge of current information
• Develop appropriate call tracking tools and reports utilizing various computer software packages
• Evaluate and makes recommendations on service issues based on analyzed data of call types, volumes, length, etc.
• Participate in customer service meetings to address issues and continually improve on service
• Document policies and procedures as implemented or revised
• Maintain online service and emergency response guidelines, incorporating varied and specific requirements of Operating Unit and corporate customers
• Maintain computerized facilities access system
• Monitor various computerized building systems and follows appropriate response guidelines

What you’ll need

• Trade school education or equivalent job related experience preferred
• Experience in a call centre environment is an asset
• Working knowledge of Tenant Protection Act, Occupational Health & Safety Act, the Human Rights Code and the Freedom of Information & Protection of Privacy Act
• Practical knowledge of property management and maintenance service delivery
• Good oral and written communication and interpersonal skills to liaise with staff, tenants and stakeholders
• Ability to input and manipulate data using word processing, spreadsheet software and database and information systems i.e. Excel, Word, Yardi, MS Outlook
• Good listening skills and effective negotiation abilities
• Knowledge of research methods, including Internet capability
• Ability and sensitivity in providing respectful service to a diverse population (inclusive of age, race, language, gender, sexual orientation, culture and disability)
• Ability to work independently with minimum supervision
• Good time management skills
• Ability to communicate in a second/third language is an asset
• Ability to work shifts as necessary

What’s next

Once you apply, we’ll review your resume and contact you if your skills and experience match the qualifications for the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.

Candidates for unionized positions must score a minimum of 70% to pass any interview or assessment and be considered for the next stage of the recruitment process. Successful candidates will be determined based on score and where applicable, union seniority. Not all candidates who score 70% or higher will automatically proceed to the next stage of the recruitment process as this will be dependent on the number of candidates and number of available roles.