Job Description

Due to the pandemic, employees are working remotely at this time. However, the office for this position is located at 600-55 Metcalfe Street in downtown Ottawa.

Who we are
SCC is a small but impactful Crown corporation that reports to Parliament through Innovation, Science and Economic Development Canada. Using our expertise and vast network, SCC helps organizations by opening a gateway to possibilities, both at home and abroad. We bring people together, foster collaboration and expand their horizons in trade and global connectivity. We represent and advance Canada?s interests on the international stage in ways no other organization can.
SCC offers more than a few pieces of the standards development and conformity assessment puzzle. We provide comprehensive strategies that allow Canadian businesses and innovators to contribute to shaping established and emerging markets. We help knock down trade barriers and create opportunities for businesses to innovate and expand into new markets by laying the foundation for their success.
SCC?s work helps drive Canada?s health, well-being and economic prosperity. Whether it?s the food we eat, the products and technologies we use, or how we get to work, every aspect of our lives is touched by standards. Standards and conformity assessment not only provide confidence in the quality and safety of products and services, they also play an integral role in improving the overall health and safety of Canadians, and of their environment. At SCC, everything we do is aimed at improving Canadians? quality of life and economic prosperity.
Our culture
A 2022 winner of Waterstone?s Canada?s Most Admired Corporate Cultures award, we foster a culture founded on our values of respect, professionalism, and integrity. Over the last year, our culture has expanded and evolved in light of the COVID-19 pandemic. Working from home has had its challenges, but it has also brought us closer and has highlighted the culture that was already in place: one of compassion, agility, and flexibility.
At SCC, we believe that an empowered and engaged workforce is essential to deliver on our vision and mission. A people-centric culture means that we are all working together to achieve a common goal.
Our diversity is our strength. We believe that leveraging our unique backgrounds helps to create a stronger, more cohesive team. Proudly, we can report that 30% of our team identifies as belonging to a visible minority, 60% of our team is female, and 62% of our leadership team is female. Not only do we serve the public in both Official Languages, but we are able to go above and beyond: with a staff complement of 150, we speak over 20 languages at SCC.
Your place in the team
The Customer Support Coordinator monitors and advises of maintenance activities associated with a customer?s accreditation, compiles and distributes the final accreditation report, licensing agreements and certificates and releases a customer?s scope of accreditation for publication. The Customer Support Coordinator acts as the administrative liaison between a customer and the Account Manager, advising the Account Manager of any issues with an account, the need for accreditation maintenance activities and preparation of notification packages, ensuring billing requisitions are processed in a timely manner and updating of customer account data and information on a regular basis.
Your background

• Graduation with a diploma or degree from a recognized college or university in business administration, science, or other related discipline
• A minimum of three (3) years? experience providing information and guidance to customers in a professional environment
• A minimum of three (3experience providing customer service, account support and general administrative support, preferably in a technical environment
• Ability to work independently and accurately with minimum supervision.
• Ability to set priorities, adapt to changing priorities and requirements and to work effectively in a team situation.
• Ability to assess timeliness of the completion of various activities and promote prompt attention to those that are delayed by the individuals responsible for their completion.
• Ability to prepare correspondence and reports for a variety of internal and external stakeholders.
• Strong verbal communications, listening and well-developed writing skills
• Good judgment, attention to detail, tact and discretion
• Language Requirement: Bilingual Imperative (ISII: Intermediate skills in reading, superior skills in writing, and intermediate skills in both understanding and speaking the two official languages)

Key Activities

1. Supports the accreditation decision:

• Tracks the completion of assessment team deliverables and advises the Account Manager and the Scheduler/Planner of any delays or issues, escalating as necessary.
• Prepares, review, and issues the accreditation review package for the accreditation review team and the accreditation report while monitoring overall timeliness and completion of the review.
• Updates the customer scope of accreditation and the customer account with the accreditation decision/review findings.
• Prepares the customer accreditation package, the accreditation and licensing agreements for issue by the Vice-President, Accreditation Services and ensures proper sign off is provided and documentation filed.

2. Supports the maintenance of customer accreditations:

• Monitors the 4-year accreditation calendar and works with the Scheduler/Planner identifying the timing of maintenance activities by customer.
• Advising the Account Manager of upcoming maintenance activities and submission requirements, preparing maintenance submission packages for the account.
• Monitors accreditation agreement expiry dates and advises the Account Manager so that appropriate actions are taken in a timely manner.

3. Addresses customer account administration:

• Confirms the currency and accuracy of customer account information on a regular basis.
• Addresses any filing or correspondence requirements for the account, as requested.
• Validates assessment team expenses and invoices to the budget estimate and statements of work and addresses any identified variances.
• Processes billing requisitions for customer accounts (assessment, annual and special billings) in line with established branch timing and practices.

4. Maintains and enhances personal competencies:

• Identifies and attends training and education on subjects supporting customer services, personal and business development goals.
• Applies knowledge and skills gained from training and education to day-to-day activities.

5. Scheduling assessments:

• Working across accreditation programs, scheduling qualified for the delivery of accreditation services and activities in line with stated requirements.
• Coordinating customer requirements, technical requirements, and personnel availability and qualifications to ensure accreditation services are provided in accordance with the schedule, supporting customer satisfaction and branch revenue projections.
• Working with the Customer Service and Technical Service staff and management to review planned assessment status, prioritize assessments, and deal with other potential schedule interruptions or rescheduling, highlighting resource gaps/surpluses and making recommendations for corrective actions.
• Analyzing new demand and ensuring new assessments are added to the master calendar and schedule with realistic dates, smoothing or leveling the allocation of resources to ensure current and future work can be executed when needed.
• When capacity and / or resources are scarce, allocating and prioritizing resources to minimize impact to customers and the Branch.

A final note
Note 1: Priority will be given to Canadian citizens and permanent residents.
Please attach a detailed cover letter to your resume. In addition to learning about your education, training and experience, we want to hear your story! We?d love to hear about how your accomplishments (and the skills you applied to achieve them) relate to this opportunity, and why you think this is a good fit for you.
We are committed to creating and fostering a diverse, equitable and inclusive work environment that reflects the peoples? lives that we impact and the Canadian community that we work within. We strive to create an environment where everyone is comfortable being their authentic selves. We welcome Indigenous peoples and persons from all races, ethnicities, gender identities and expressions, sexual orientations, and physical or mental abilities to be part of our team.
We strive to ensure a barrier-free selection process. If you are contacted regarding a job opportunity, testing or interview, please advise the HR representative of the accommodation measures that you require to enable you to be assessed in a fair and equitable manner.
Please apply directly on SCC?s Careers Page before the closing date of May 31st, 2023.
Upon our review of all applications, those who appear to be the best fit with the mandate of this role and with SCC?s mission and vision will be contacted. You will receive confirmation that your application has reached us.
Thank you for your interest in SCC and for taking the time