CLK 15R - Senior Customer Service Representative

Posting Title
CLK 15R - Senior Customer Service Representative

Position Classification
Clerk R15

Union
GEU

Work Options
On-Site

Location
Chilliwack, BC V4Z 1A7 CA (Primary)

Salary Range
$59,015.56 - $66,749.47 annually

Close Date
9/19/2024

Job Type
Regular Full Time

Temporary End Date

Ministry/Organization
BC Public Service -> Citizens' Services

Ministry Branch / Division
In-Person Services/Service BC and Government Digital Experience

Job Summary

The Team
You'll collaborate with and supervise a diverse group of Customer Service Representatives as part of our vibrant Chilliwack Service BC team. Our well-established and bustling office is committed to fostering a welcoming environment that celebrates equity, diversity, and inclusion, ensuring every team member feels appreciated and inspired to make a difference.

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.

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.

Qualifications:
Education and Experience Requirements

• Minimum Grade 12 graduation or equivalent (GED).
• Experience providing inclusive customer service to diverse clienteles.
• Experience with conflict management and dealing with emotionally charged individuals or groups.
• Clerical/admin experience, education and/or relevant training.
• Experience in word processing and other computer applications such as MS Word, Outlook, Excel.
• Experience leading teams, projects, or the delivery of a program.
• Experience resolving customer/client complaints or addressing issues within a team.
• 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.
• Diploma or Certification or higher in human resources management, business administration, financial management or other related field from a recognized institution.
• Experience providing in-person customer service.
• Supervisory experience in a unionized environment.
• Completed a training program focused on customer service/service excellence.
• Experience providing service through multiple channels (e.g., in-person, phone, email).
• Clerical and Administrative office experience in a public service sector environment. (i.e. Municipal, Provincial, Federal).
• Experience in handling financial transactions (e.g., payment processing, cash handling) from the public.
• Experience using databases to enter, update, search, retrieve, or extract information ensuring data integrity and accuracy.

Proviso / Willingness Statements:

• Willingness to travel occasionally, for varying lengths of time.
  

For questions regarding this position, please contact Melody.Olsen@gov.bc.ca.

About this Position:
This position has full time on-site requirements.
An eligibility list may be established to fill future permanent and/or temporary vacancies across the Ministry of Citizens' Services.
Employees of the BC Public Service must be located in BC at the time of employment.
A Criminal Record Check (CRC) will be required.
Employees of the BC Public Service must be located in BC at the time of employment.
Chilliwack charming city in the Fraser Valleylocated100 km east of Vancouver on the south shore of the Fraser River. Chilliwack is a haven for outdoor enthusiasts with its picturesque landscapes, the city offers a wealth of activities like hiking, biking, camping, and rock climbing.

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. A resume is required as part of your application, however, itmay notbe 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.

Job Category
Social Services