Client Services Specialist — Compassionate Support & Problem Solver

Bc-Family-Maintenance-Agency; Victoria; On-site; CAD 43,000 - 52,000; Full time

Benefits offered by this job

Pension Plan

Health & Dental

Vacation & Sick Time

Flex Days

Training & Development

Job summary

BC Family Maintenance Agency (BCFMA) is seeking a Client Services Representative for our Victoria office. This frontline role focuses on client-centric service, resolving inquiries, updating records, and guiding clients through processes with empathy and professionalism.

You will work in a collaborative operations team within an inclusive environment, supporting families with BC child and spousal maintenance programs. This on-site position offers stability and a defined benefit pension plan.

Qualifications

• High School Diploma required.
• Minimum three years’ experience in a fast-paced, high-volume, client-oriented environment.
• Outstanding telephone skills and professional etiquette.
• Experience navigating multiple computer applications and knowledge of policies/legislation.
• Preference given to candidates with contact centre or social services experience.

Responsibilities

• Advocates and applies the Agency’s client-centric approach toward service excellence across channels.
• Remains calm and compassionate in client interactions using active listening techniques.
• Escalates complex client issues to the appropriate channels via emails and calls.
• Responds to inquiries about the BCFMA Program, maintenance processes and resources.
• Inputs accurate, detailed records and updates the database with each enquiry.
• Prepares concise and timely correspondence to keep clients informed.
• Interprets current policies and legislation for clients.
• Guides clients in using digital tools for account updates and responses.
• Provides operational insights and supports colleagues in the team.
• Participates in meetings and project teams to support the Agency mandate.
• Demonstrates ability to interact with clients across multiple operating systems and applications.

Skills

Active Listening

Phone Etiquette

MS 365

Communication Skills

Education

High School Diploma

Tools

Microsoft 365

Job description

BC Family Maintenance Agency (BCFMA) is seeking a Client Services Representative for our Victoria office. This frontline role focuses on client-centric service, resolving inquiries, updating records, and guiding clients through processes with empathy and professionalism.

You will work in a collaborative operations team within an inclusive environment, supporting families with BC child and spousal maintenance programs. This on-site position offers stability and a defined benefit pension plan.