The Team
You’ll be joining the In-Person Services Team – Atlin as a Senior Customer Service Representative (SCSR) at an established Service Delivery office. A SCSR will supervise the operations of their local office, directly supervise a team of 1-15 Customer Service Representatives in person or virtually, and occasionally act for the Government Agent to cover vacations and other responsibilities as assigned. SCSR’s are expected to be knowledgeable; citizen service oriented, and exhibit a high degree of tact, diplomacy, and discretion. All contacts and service delivery assignments are expected to reflect the spirit of the mission and values statement of Service BC.
The Role
The role of a Senior Customer Service Representative (SCSR) is to provide an excellent service experience to citizens and businesses across a broad range of programs. A SCSR is the frontline contact in the delivery of these services and will provide in-person counter service and telephone services to citizens. 'Service With Heart’ is provided in an environment which strives to connect with citizens and business in order to complete all aspects of an information request, application filing or financial transaction as a one visit occurrence or to make arrangements for completing their requirements on a follow through basis by subsequent mail, telephone, or in-person attention, including from the staff of the responsible ministry when necessary. Services are provided for provincial government programs as well as making available a variety of services on behalf of other levels of government and other public sector agencies
Qualifications:
Education and Experience Requirements
- Grade 12 graduation or equivalent (e.g.: B.C. Adult Graduation Diploma [BCAGD], General Educational Development Certificate [GED], etc.).
- Clerical/administrative education and/or training.
- Experience supervising, leading teams, projects, and/or the delivery of a program.
- Experience delivering service excellence in a high volume, fast paced, rapidly changing environment through in-person, virtual technologies and telephone interactions.
- Experience providing inclusive customer service to a diverse clientele.
- Experience with conflict management/resolution and de-escalating emotionally charged situations.
- Experience in word processing/data entry and using computer applications such as MS Office and digital tools for information search and record management.
Preference may be given to applicants with one (1) or more of the following:
- Additional years of experience in any of the above requirements and/or preferences.
- Supervisory experience in a unionized environment.
- Clerical and/or administrative office experience in a public service sector environment (e.g.: municipal, provincial, federal).
- Experience providing services to clients experiencing poverty, substance use, and/or mental health concerns.
- Experience handling financial transactions from the general public (e.g.: payment processing, cash handling).
For questions regarding this position, please contact Colleen.Minifie@gov.bc.ca.
About this Position:
There is currently one (1) permanent opportunity available.
This position has full time on-site requirements in the Atlin office.
An eligibility list may be established to fill future temporary and/or permanent opportunities.
A Criminal Record Check (CRC) will be required.
Employees of the BC Public Service must be located in BC at the time of employment.
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.
We are committed to ensuring that reasonable accommodations are available throughout the hiring process, including the assessment and selection stages. Please email the individual or contact listed on the posting if you require an accommodation to fully participate in the hiring process.
The Indigenous Applicant Advisory Service is available to Canadian Indigenous (First Nations [status or non-status], Métis, or Inuit) applicants. Indigenous applicants can contact this service for personalized guidance on the BC Public Service hiring process including job applications and interviews.
In addition to this exciting opportunity, the BC Public Service is an award-winning employer in British Columbia, including such accolades as being one of BC's Top Employers for 2017, one of Canada’s Top 100 Employers for 2017 and one of Canada's Top Family-Friendly Employers in 2017. The BC Public Service offers a healthy work/life balance, excellent benefits, including one of the best pension plans available, and a variety of opportunities for career learning and development. To find out more, explore What the BC Public Service offers You
How to Apply:
Your application must clearly demonstrate how you meet the job requirements listed above. Applicants who are selected to move forward in the hiring process may be assessed on their knowledge, skills, abilities, competencies and other position related requirements as outlined in the Job Profile at the bottom of the posting.
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. Your resume may not be used for initial shortlisting purposes
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.
Find more information on the recruitment process, including helpful tips and videos about the application process, visit the Your Job Application page of MyHR. Gain insights into the hiring journey by joining a Career Conversation. Applications will be accepted until 11:00 pm Pacific Time on the closing date of the competition. If you are experiencing technical difficulty applying, visit the Technical Assistance page of MyHR.
