{"id":1136803,"url":"https://alion.io/job/royal-ontario-museum-rom-contact-centre-representative-frenchenglish-royal-ontario-museum","title":"Contact Centre Representative (French/English) - Royal Ontario Museum","company":{"id":1049510,"name":"Royal Ontario Museum (ROM)","domain":"rom.on.ca","url":"https://alion.io/company/rom-on-ca","size_band":"201-500","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"JazzHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-23T08:30:58Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T11:39:28Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"WHO WE ARE\nOpened 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.\nAs 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.\nWHO WE NEED\nWe 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.\n HOW YOU WILL MAKE AN IMPACT\nServe as the first point of contact for visitors and members, delivering exceptional customer service across phone, email, chat, and online review platforms.\nAssist guests in planning their museum visits by providing accurate information, troubleshooting ticketing and membership issues, and resolving common inquiries.\nActively promote ROM’s offerings, including memberships, exhibitions, and programs, while processing sales and transactions.\nConduct outbound calls to engage with members, gather visitor feedback, and enhance the overall visitor experience.\nMonitor and respond to visitor feedback on digital platforms (e.g., Google, TripAdvisor) with professionalism and tact.\nMaintain detailed records of interactions, ensuring accurate documentation of visitor inquiries, transactions, and resolutions.\nContribute to ROM’s welcoming and inclusive environment by embodying its brand values in every interaction.\n WHAT YOU BRING\nA diploma (advanced) or a bachelor’s degree in a relevant field such as communications, customer service, or hospitality.\nAt least two (2) years of experience in a customer service environment, preferably in a contact center or call center role.\nFluency 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.\nA customer-focused mindset with excellent problem-solving skills and the ability to handle visitor inquiries with professionalism, tact, and diplomacy.\nExperience working with ticketing systems, point-of-sale (POS) systems, or membership/customer relations databases.\nProficiency in Microsoft Office (Excel, Word, Outlook) and comfort using mobile technology (tablets, smartphones).\nAbility to work in a fast-paced, dynamic environment, adapting to changing priorities and visitor needs.\nAvailability to work variable shifts, including daytime, evenings, weekends, and holidays as required (Saturday, Sunday, 2 weekdays, and evenings).\nWHAT WE OFFER\nPerks: Free ROM membership for permanent full-time and part-time staff, plus discounts to over 200 attractions through Attractions Ontario.\nAnd more!\n SALARY & TERMS OF EMPLOYMENT\nSTART DATE: October 2026\nOPEN DATE: August 26, 2026\nCLOSE DATE: September 9, 2026\nSTATUS: Part-time, permanent\nEMPLOYEE GROUP: OPSEU Local 543\nHOURLY RATE: $26.60 - $30.41\nSCHEDULE: Up to 24 hours weekly\nPROBATIONARY PERIOD: 420 hours or six (6) months\nLOCATION (onsite): Toronto, ON\nWHAT TO EXPECT IN OUR INTERVIEW PROCESS\nInitial 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.\nFirst 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. \nThe above-listed process may change or vary based on the nature and scope of the position.WHY PEOPLE CHOOSE ROM\nCultural 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.\nContinuous learning: At ROM, expertise and continuous skill development are paramount. Our culture of curiosity and open-mindedness fosters growth beyond traditional career paths.\nPassion & 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.\nTeam & culture: ROM promotes a positive workplace with collaborative, supportive teams that encourage creativity and innovation. We value new ideas and collective problem-solving.\nAcademic collaboration: We are committed to education, partnering with universities and providing student resources, underscoring our dedication to research and accessibility.\nIf 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\nAt 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.\nWe welcome and accommodate candidates with disabilities throughout the selection process. Please contact us at  for assistance.\n ADDITIONAL INFORMATION\nROM does not require “Canadian experience.” International applicants with equivalent experience are encouraged to apply.\nROM uses technology-assisted tools (including JazzHR TalentFit) to support the review and screening of applications. All hiring decisions are made by human reviewers.\nThis posting is for an existing vacancy.\nAPPLY NOW\n 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.\n#LI-Onsite","description_format":"text","description_chars":7545,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning","Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Professional Services","Exhibitions"],"lifecycle":[{"event":"open","at":"2026-09-23T08:30:58Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":32,"reasons":["conf:1","win:early","comp:junior"],"computed_at":"2026-09-23T13:14:44Z"},"pay":null,"html_url":"https://alion.io/job/royal-ontario-museum-rom-contact-centre-representative-frenchenglish-royal-ontario-museum","json_url":"https://alion.io/job/royal-ontario-museum-rom-contact-centre-representative-frenchenglish-royal-ontario-museum.json","meta":{"generated_at":"2026-09-23T13:14:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}