Job Description

Customer Service Representative, PLS

PHSA Corporate

Burnaby, BC

Reporting to the Manager, Interpreter Services, and under the work direction of the Lead, PLS Call Centre, the Customer Service Representative processes requests for interpreting services from customers of the Provincial Language Service (PLS), ensures the most appropriate contract service provider is matched to each request and provides overall administrative support to the program. The Customer Service Representative coordinates the day-to-day activities of the Interpreter Services, including handling all inbound and outbound calls to input requests from customers, dispatching contract interpreters, and ensuring the smooth and efficient functioning of the service. In addition to front-line customer service, this position is also responsible for providing confidential administrative support to the Interpreter Services, including appointment, meeting and event coordination; preparing and processing documents, files, invoices and information; managing office support systems; and supporting relevant committees, stakeholders, vendors and customers. The Customer Service Representative follows established policies, standards and procedures of the PLS and provides administrative support to the program and senior team members, including special projects and initiatives.

What you\xe2\x80\x99ll do

• Receives, inputs, processes and revises requests for interpreters from internal and external PLS customers via phone, fax, email or internet and the PLS\xe2\x80\x99 interpreting services management system- the Friendly Interpretation Tracking System (FITS\xc2\xa9).
• Dispatches, schedules and confirms request information and instructions with freelance contract interpreters to fulfill requests using phone, fax and the PLS\xe2\x80\x99 interpreting services management system and/or the Automated Contact System (ACS) \xe2\x80\x93 the PLS\xe2\x80\x99 interactive voice response system.
• Maintains and updates information entered and contained in PLS databases, including the interpreting services management system; Maintains up-to-date records, interpreter schedules and mailing lists; Follows established contingency plans and redundancy processes to back-up information in the interpreting services management system to ensure seamless delivery of service in the event of system malfunction.
• Maintains paper and electronic filing, tracking and distribution systems for a variety of records and files such as interpreter profiles, assignment forms, incident reports, statistical reports and various other correspondence and documents..
• Receives, processes, responds to and resolves service issues with PLS customers and freelance contract interpreters by communicating and reinforcing established policies, procedures and processes; escalates unresolved issues to the Lead, PLS Call Centre. .
• Receives, processes, respond to and redirects general calls for the PLS to the appropriate program staff or Manager; provides general information to callers regarding the PLS and its services.
• Produces, develops and designs a variety of documents including correspondence, minutes, meeting agendas and program materials using various word processing, spreadsheet, presentation and design software packages. Photocopies and distributes documentation such as correspondence and reports.
• Screens incoming materials, prioritizes items for immediate attention and distributes as appropriate. Responds to routine written inquiries and materials by composing and signing routine correspondence or drafting for signature. Processes incoming and outgoing paper, electronic and voice mail.
• Liaises with external and internal stakeholders in support of program and project-specific needs.

What you bring

Qualifications

• A level of education, training and experience equivalent to high school graduation, supplemented by relevant post-secondary course work in an appropriate discipline such as Customer Service, Business Administration, or Administrative/Office Systems and a minimum of 2 (two) years recent related experience in a customer service environment. Experience working in a fast-paced, call-centre setting with diverse customers, clients or patients or in a language services organization are an asset.
• Customer-service focused with ability to communicate with people from diverse cultural backgrounds and work effectively with multiple stakeholders in a supportive and responsive manner. Demonstrated ability to communicate effectively both verbally and in writing including the ability to respond politely and diplomatically to both internal and external inquiries. Ability to work as a member of a team to provide services. Demonstrated ability to use related equipment including database, word processing, spreadsheet, and presentation software at an advanced level. Working knowledge of desktop publishing software is an asset. Knowledge of general office practices and procedures and ability to maintain a wide variety of records and reports. Demonstrated organizational skills and ability to prioritize workload and work under time pressures to meet deadlines. Minimum 8000 keystrokes/hr requirement for alpha-numeric data entry. Ability to type 50 w.p.m. and maintain data entry accuracy. Physical ability to perform the duties of the position.

Skills & Knowledge

• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC\'s Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That\xe2\x80\x99s why we\xe2\x80\x99re focused on your care too \xe2\x80\x93 offering health, wellness, development programs to support you \xe2\x80\x93 at work and at home.

• Join one of BC\xe2\x80\x99s largest employers with province-wide programs, services and operations \xe2\x80\x93 offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San\xe2\x80\x99yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Temporary, Full-time
Salary Range: $44,088 - $57,865 /year. The starting salary for this position would be determined with consideration of the successful candidate\xe2\x80\x99s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
Location: 1795 Willingdon Ave, Burnaby, BC V5C 6E3
Closing date: Applications accepted until position is filled
Hours of Work: 0800-1600 (Monday to Friday)
Requisition # 146522E

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

What we do

The Provincial Health Services Authority ( ) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people \xe2\x80\x93 Be compassionate \xe2\x80\x93 Dare to innovate \xe2\x80\x93 Cultivate partnerships \xe2\x80\x93 Serve with purpose.

Learn more about PHSA and our programs:

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments\xe2\x80\x99 unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey\xe2\x80\x94one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.
Labor Agreement Excluded
Requisition # 146522E-2399861
Work Site 1795 Willingdon Avenue, Burnaby
Job Type Temporary, Full-Time
Temporary Duration Until return of incumbent
Salary/Rate $44,088.00 - $57,865.00 / Year
FTE 1.00
Hours of Work 0800-1600
Work Days Mon, Tue, Wed, Thu, Fri
Expiry Date 28-Jun-2023

Provincial Health Services Authority