Contact Centre Representative

WHO WE ARE
Opened in 1914 and welcoming over 1.3 million visitors annually the Royal Ontario Museum (ROM) is Canadas 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 worlds 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 ROMs 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 ROMs welcoming and inclusive environment by embodying its brand values in every interaction.

WHAT YOU BRING

• A diploma (advanced) or a bachelors 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 videoquestionnaire 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 teams and ROMs 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 Torontos 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 youre excited about this role even if your experience differs from the specific requirements we encourage you to apply. Were 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 emailprotected 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.

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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