CLK 12R - Customer Service Representative

The Team
Service BC is government’s chief provider of services to B.C. residents and businesses. The work of the division enables the design and delivery of accessible, responsive, and cost-effective services, making it easier for British Columbians and businesses to interact with government. Through a provincial network of 65 in-person offices and the Provincial Contact Center, Service BC provides approximately 300 government services for more than 40 partner ministries and agencies. Our team member’s unwavering commitment to an ethic of service has driven consistently high people and business satisfaction rates. In support of the division’s overarching goal of providing residents and businesses with seamless, multi-service access to government programs, the Division’s service offerings are marketed to partner ministries and the broader public sector to expand our continuum of services and leverage common platforms.

The Role
The Service BC Customer Service Representative (CSR) maintains a positive, empathetic, and professional attitude when providing service and answering enquires. It requires the ability to identify and assess peoples’ needs to effectively and efficiently deliver an excellent customer service experience.

The CSR provides services in-person, by phone, and through digital channels. The ability to provide clerical and administrative support such as data entry, reviewing applications for completeness, handling payments, and providing appropriate solutions, within government guidelines to a diverse population of people is essential to this role.

Qualifications:
Education and Experience Requirements

1. Grade 12 graduation or equivalent (e.g.: B.C. Adult Graduation Diploma [BCAGD], General Educational Development Certificate [GED], etc.).
2. Experience providing inclusive customer service to a diverse clientele.
3. Experience delivering service excellence in a high volume, fast paced, rapidly changing environment, through in-person, virtual technologies and telephone interactions.
4. Experience using digital applications/databases to search for and record information.
5. Experience in word processing/data entry and using computer applications such as MS Word, Outlook and Excel.

Preference may be given to applicants with one (1) or more of the following:

1. Additional years of experience in any of the above requirements and/or preferences.
2. Experience with conflict resolution and de-escalating emotionally charged situations.
3. Experience providing services to clients experiencing poverty, substance use, and/or mental health concerns.
4. Experience maintaining administrative files and record keeping.
5. Experience delivering service in a regulated and/or legislated public service sector environment (e.g.: municipal, provincial, federal), while following processes and procedures.
6. Customer service training and/or certification.
7. Experience handling financial transactions from the general public (e.g.: payment processing, cash handling).

About this Position:
There is currently one (1) permanent full time opportunity available in Prince George location. This position has full time on-site requirements. An eligibility list may be established to fill future permanent and/or temporary vacancies. A Criminal Record Check (CRC) will be required. Employees of the BC Public Service must be located in BC at the time of employment.

Working for the BC Public Service:
The BC Public Service is committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our citizens. Consider joining our team and being part of an innovative, inclusive and rewarding workplace.

We are committed to ensuring that reasonable accommodations are available throughout the hiring process, including the assessment and selection stages. Please email the individual or contact listed on the posting if you require an accommodation to fully participate in the hiring process.

How to Apply:
Your application must clearly demonstrate how you meet the job requirements listed above. Applicants who are selected to move forward in the hiring process may be assessed on their knowledge, skills, abilities, competencies and other position related requirements as outlined in the Job Profile at the bottom of the posting.

Cover Letter: NO - Please do not submit a cover letter as it will not be reviewed.

Resume: YES - Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying. A resume is required as part of your application, however, it may not be used for initial shortlisting purposes.

Questionnaire: YES - You will need to complete a comprehensive questionnaire to demonstrate how you meet the job requirements. Include all relevant information about your educational accomplishments and employment history including job titles, start and end dates (month and year) of your employment, and how you obtained your relevant experience. The questionnaire will take approximately 60 minutes to complete.

Applications will be accepted until 11:00 pm Pacific Time on the closing date of the competition. If you are experiencing technical difficulty applying, visit the Technical Assistance page of MyHR.