Job Description

Posting Title
CLK 12R - Customer Service Representative

Position Classification
Clerk R12

Union
GEU

Work Options
On-Site

Location
Mackenzie, BC V0J 2C0 CA (Primary)


Salary Range
$52,803.18 - $59,607.79 annually, plus $43.17 bi-weekly isolation allowance for Mackenzie.

Close Date
11/19/2023

Job Type
Regular Full Time

Temporary End Date


Ministry/Organization
BC Public Service -> Citizens\' Services

Ministry Branch / Division
Service Delivery/Service BC

Job Summary
Apply your expertise and passion for innovation to this rewarding career opportunity MINISTRY OVERVIEW Dedicated to making life better for British Columbians, the Ministry of Citizens\xe2\x80\x99 Services (CITZ) delivers key services that people rely on. CITZ delivers accessible, multi-channel services, through a single-point-of-contact service approach to people in urban and rural communities through Service BC, and delivers the digital face of government at www.gov.bc.ca. CITZ also provides support for the expansion of high-speed internet connectivity throughout the province, leadership across government to modernize information management and technology resources, trusted data services to government agencies, prompt, and relevant responses to freedom of information requests, and statistical and economic research, information and analysis to businesses and the public sector. In addition, the ministry manages the Province\xe2\x80\x99s real estate assets, technology systems and equipment, and leverages procurement to increase business opportunities and create rewarding jobs that contribute to local economies and benefit individuals, families, and communities. A service-focused organization, CITZ strives to be a great place to work, where all employees feel both engaged and motivated to do their best. DIVISIONAL OVERVIEW Service BC is government\xe2\x80\x99s 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\xe2\x80\x99s unwavering commitment to an ethic of service has driven consistently high people and business satisfaction rates. In support of the division\xe2\x80\x99s overarching goal of providing residents and businesses with seamless, multi-service access to government programs, the Division\xe2\x80\x99s service offerings are marketed to partner ministries and the broader public sector to expand our continuum of services and leverage common platforms. Within Service BC, our vision is to deliver innovation, value, and service excellence to the people of British Columbia, with the aspirational goal of becoming a best-in-class public service delivery organization. Our people and our culture are important to us. As a team, we are motivated to deliver an excellent service experience to British Columbians, businesses, colleagues, peers, clients, and partners. We believe in being kind and helpful, and are committed to delivering \xe2\x80\x9cService with Heart\xe2\x80\x9d. JOB OVERVIEW 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\xe2\x80\x99 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. JOB REQUIREMENTS

• Minimum Grade 12 graduation or equivalent (GED).
• Experience providing inclusive customer service to diverse clienteles. Experience using digital applications to search for and record information.

Preference may be given to applicants with the following:

• Multiple years of experience in any of the above requirements.
• Experience providing in-person customer service.
• Experience providing customer service though phone or digital channels.
• Experience delivering customer service in a high volume, fast-paced, rapidly changing environment.
• Experience with conflict resolution and de-escalating situations.
• Experience providing services to a diverse population some of whom may be experiencing poverty issues, substance use, or mental health concerns.
• Experience maintaining administrative files and record keeping.
• Experience delivering service in a regulated or legislated environment following processes and procedures.
• Customer Service training and/or education. Experience handling financial transactions.

WILLINGNESS Willingness to travel occasionally to provide relief coverage to other work sites (Service BC Centres, exam locations, etc.).
For questions regarding this position, please contact melody.olsen@gov.bc.ca About this Position: An eligibility list may be established to fill future temporary and permanent vacancies across the Ministry of Citizens\' Services This position has full time on-site requirements. Employees of the BC Public Service must be located in BC at the time of employment. Mackenzie: Located within the Rocky Mountain Trench, Mackenzie provides a large selection of activities like snowmobiling, cross country and downhill skiing, hiking, mountain biking and camping in the summer. Fishing and boating can also be done at the nearby Morfee Lake. 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. The Indigenous Applicant Advisory Service is available to applicants that self-identify as Indigenous (First Nations, status or non-status, M\xc3\xa9tis, or Inuit) seeking work or already employed in the BC Public Service. For guidance on applying and interviewing, please contact IndigenousApplicants@gov.bc.ca or 778-405-3452. The BC Public Service is an award-winning employer and offers employees competitive benefits, amazing learning opportunities and a chance to engage in rewarding work with exciting career development opportunities. For more information, please see What We Offer. How to Apply: Your application must clearly demonstrate how you meet the job requirements listed above. 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. 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. Helpful tips, videos and more regarding the application process can be found on the Your Job Application page of MyHR. If you are experiencing technical difficulty applying, e-mail BCPSA.Hiring.Centre@gov.bc.ca, before the stated closing time, and we will respond as soon as possible. Additional Information: A Criminal Record Check (CRC) will be required. Applicants selected to move forward in the hiring process may be assessed on the Knowledge, Skills, Abilities and Competencies as outlined in the attached Job Profile located at the bottom of the posting. Applications will be accepted until 11:00 pm Pacific Standard Time on the closing date of the competition.

Job Category
Social Services