Job Description

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.

Job Summary:

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.

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.

Provincial Health Services Authority