Contact Centre Representative

WHO WE ARE
Opened in 1914 and welcoming over 1.3 million visitors annually, the Royal Ontario Museum (ROM) is Canada's most-visited museum, ranking among the top 10 cultural institutions in North America. At ROM, we are dedicated to building and sharing global collections, sharing knowledge, inspiring learning, and fostering community engagement. As a globally recognized field research institute, ROM houses an impressive collection of over 18 million artworks, cultural objects, and natural history specimens, showcased in over 40 galleries and exhibition spaces. We are committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present and shared future.

As we continue to work toward our goals to transform and evolve as one of the world’s foremost 21st-century museums, we seek passionate and dynamic team members who embody our mission and values.

WHO WE NEED
We are looking for a Contact Center Representative to be the first point of contact for visitors and members engaging with ROM through phone, email, and online platforms. As part of the Visitor Experience team, you will play a key role in delivering exceptional customer service by providing timely and professional responses to inquiries, assisting with ticketing and membership sales, troubleshooting visitor issues, and triaging requests to appropriate museum departments. You will also conduct proactive outreach, such as membership check-in calls and visitor experience follow-ups, while maintaining accurate records of interactions. The ideal candidate is a customer-focused communicator with strong problem-solving skills, a passion for engaging with the public, and the ability to adapt in a fast-paced environment.

HOW YOU WILL MAKE AN IMPACT

• 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.

WHAT YOU BRING

• A diploma (advanced) or a bachelor’s degree in a relevant field such as communications, customer service, or hospitality.
• 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 to effectively assist visitors and members in both languages. Additional languages are an asset. French proficiency will be tested as part of the interview process.
• A 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).

WHAT WE OFFER

• Perks: Free ROM membership for permanent full-time and part-time staff, plus discounts to over 200 attractions through Attractions Ontario.
• And more!

SALARY & TERMS OF EMPLOYMENT

• START DATE: October 2026
• OPEN DATE: August 26, 2026
• CLOSE DATE: September 9, 2026
• STATUS: Part-time, permanent
• EMPLOYEE GROUP: OPSEU Local 543
• HOURLY RATE: $26.60 - $30.41
• SCHEDULE: Up to 24 hours weekly
• PROBATIONARY PERIOD: 420 hours or six (6) months
• LOCATION (onsite): Toronto, ON

WHAT TO EXPECT IN OUR INTERVIEW PROCESS

1. Initial conversation: Apply online. Selected individuals will be invited to complete a pre-recorded video questionnaire to tell us more about your interest in ROM, your customer service experience, and the impact you could make as part of our Visitor Experience team.
2. First interview: A 30-minute in-person interview with the Hiring Manager and a member of the HR team. This in-depth interview will focus on your skills and how they align with the team's and ROM's needs. This will be followed by a practical application exercise lasting approximately 20-30 minutes. 

The above-listed process may change or vary based on the nature and scope of the position.

WHY PEOPLE CHOOSE ROM

• Cultural engagement: Daily interactions with Toronto's diverse culture and international visitors offer insights into social and cultural trends. We champion inclusive community programs and connections through diverse experiences.
• Continuous learning: At ROM, expertise and continuous skill development are paramount. Our culture of curiosity and open-mindedness fosters growth beyond traditional career paths.
• Passion & fulfillment: Our work in preserving and curating cultural narratives brings deep satisfaction. We are passionate about the arts, global history, cultural diversity, and leveraging digital technologies to enhance accessibility.
• Team & culture: ROM promotes a positive workplace with collaborative, supportive teams that encourage creativity and innovation. We value new ideas and collective problem-solving.
• Academic collaboration: We are committed to education, partnering with universities and providing student resources, underscoring our dedication to research and accessibility.

If you’re excited about this role, even if your experience differs from the specific requirements, we encourage you to apply. We’re keen to meet candidates who can contribute their talents to our goals, and will consider an equivalent combination of knowledge, skills, education, and experience.

COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, & ACCESSIBILITY
At ROM, we embrace diversity in our exhibits, communities, and teams. We encourage applications from racialized persons, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, and those who can further diversify our ideas. We are committed to equitable employment opportunities and a workplace free from discrimination and harassment.

We welcome and accommodate candidates with disabilities throughout the selection process. Please contact us at [email protected] for assistance.

ADDITIONAL INFORMATION

• ROM does not require “Canadian experience.” International applicants with equivalent experience are encouraged to apply.
• ROM uses technology-assisted tools (including JazzHR TalentFit) to support the review and screening of applications. All hiring decisions are made by human reviewers.
• This posting is for an existing vacancy.

APPLY NOW

Only candidates selected for an interview will be contacted. Please note that all candidates receiving a verbal job offer will be subject to a background check. This includes a criminal background check and verification of professional references, and, other checks depending on the role.

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