Customer Service Representative, Service BC

Canadian Inclusion; British Columbia; Hybrid; CAD 32,000 - 45,000; Part time

Benefits offered by this job

Remote within British Columbia

Auxiliary position

Job summary

Maximus Canada is hiring a Service BC Contact Centre Customer Service Representative to provide front-line support for hundreds of government programs to residents, businesses and visitors. The role involves researching queries and delivering accurate information through multiple channels, with targets for timely responses.

The position is remote and open to candidates residing in British Columbia. A high school diploma is required, call centre experience is preferred, and second languages such

Qualifications

• Call centre experience preferred.
• Second language proficiency (Hindi, Punjabi or Cantonese) is an asset.
• Basic computer skills and ability to operate standard office equipment.

Responsibilities

• Provide front line support for 120+ programs via Call/Email/SMS.
• Research inquiries using the KB and respond with timely, accurate information.
• Maintain courteous, professional communication and meet handling targets.
• Access government websites to determine appropriate responses and escalate when needed.

Skills

Call centre experience

Second language asset

Education

High school diploma or GED

Job description

Customer Service Representative, Service BC (Finance)

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

Please note that this is a fully remote position and is open to candidates residing in British Columbia.

Department Summary

Service BC is a citizen centric front-line support service administered by Maximus Canada to assist residents and visitors to the province with information on the hundreds of programs and services the government offers. The strategic focus of Service BC is continual modernization and channel and service expansion to ensure citizens are able to access services from a single source in the format they choose. Service BC has leveraged industry best practices and introduced leading edge technology to become a leader in its sector. A recent recipient of the BenchMark Portal Centre of Excellence designation and winner of the 2019 Service to the Citizen Award in the international category, through the US Service to the Citizen Awards program that recognizes excellence in public service delivery.

Position Summary

Service BC Contact Centre Customer Service Representatives (CSR) provide front line support for 120+ programs and services that the provincial government offers to residents, businesses and visitors. CSR's will provide Contact Centre Services for requests received through all Channels (Call/Email/SMS).

CSR's are required to learn and utilize a variety of computer applications to be able to research enquiries and be able to respond with timely and accurate information. Our telephone system queues receive thousands of interactions per day; therefore, CSR's are expected to meet designated handling targets.

Key Responsibilities

• Verify citizens and validate the information they provide;
• Respond to all requests received from citizens in a courteous and timely manner;
• Review the Knowledge Base (KB) for the appropriate responses to requests;
• Provide feedback in regard to effectiveness of KB articles and inform the employer of call trends;
• Access and review information available on the British Columbia government websites to determine and provide the appropriate response to citizens requests, when required;
• Refer or transfer requests to the appropriate resources at a Province Ministry or Province Business Areas where the nature of the request requires information not available to the Service Provider;
• Understand and comply to Maximus, legislated client policies and work procedures;
• Manage interactions with citizens, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment;
• Escalate system issues;
• Use a computer for long periods of time.
• Perform repetitive tasks and answer repetitive questions.
• Compose emails and all communications including tickets, that are clear, informative and to the point;
• Assist citizens in the use of on-line forms and in submitting applications and documentation;
• Articulate client policies clearly, neutrally, and quickly;
• For 'Foreign Language' CSR's, articulate fluently in a designated language; and complete all other duties, as required.

Understand and comply to policies/procedures set by Maximus, legislation and our clients

• Comply to all regulations, policies and procedures, with minimal intervention;
• Learn new policies, procedures and computer applications within designated timelines;
• Report non-compliance of policies and procedures, regardless of the cause.

Adhere to your work commitment and daily schedule

• Track, update and adhere to your work schedule, meeting schedule adherence requirements;
• Request changes to your schedule as per process;
• Perform the work you are assigned within the designated targets and/or deadlines;
• Report your time accurately, in the appropriate system, within the appropriate deadlines.

Manage your interactions with citizens, clients and colleagues

• Articulate all communications in a professional manner;
• De-escalate emotionally charged situations and escape, as appropriate;
• Participate in meetings and collaborations with good intent
• Provide peer to peer support as a subject matter expert including participating through y-jacking, as required.

Education and Experience

• High school diploma or GED Equivalent, may be subject to standardized testing;
• Proficiency in basic computer skills, ability to operate standard office equipment;
• Call Centre experience preferred.
• Second language proficiency is an asset, particularly in Hindi, Punjabi, or Cantonese

Understand the Principles of

• Call control and customer situational judgment
• Customer service
• Plain language communication
• Professional, pro-social inter-relations
• Privacy and security of personal information

Additional Application Information

• This is an auxiliary position working as and when required
• This position is remote within British ColumbiaSalary Minimum: 27.91Salary Maximum: 27.91