CLK 15R - Senior Customer Service Representative - Closing date extended

Posting Title
CLK 15R - Senior Customer Service Representative - Closing date extended

Position Classification
Clerk R15

Union
GEU

Work Options
On-Site

Location
Merritt, BC V1K 1B8 CA (Primary)

Salary Range
As of April 7, 2024 - $59,015.56 - $66,749.47 annually

Close Date
5/1/2024

Job Type
Regular Full Time

Temporary End Date

Ministry/Organization
BC Public Service -> Citizens' Services

Ministry Branch / Division
Service BC / Service Delivery

Job Summary

An excellent senior opportunity for a dedicated professional

MINISTRY OVERVIEW
Dedicated to making life better for British Columbians, the Ministry of Citizens' Services (CITZ) delivers key services that people rely on. CITZ delivers accessible, multi-channel services, through a single-point-of-contact service approach to people in urban and rural communities through Service BC , and delivers the digital face of government at www.gov.bc.ca . CITZ also provides support for the expansion of high-speed internet connectivity throughout the province, leadership across government to modernize information management and technology resources, trusted data services to government agencies, prompt and relevant responses to freedom of information requests, and statistical and economic research, information and analysis to businesses and the public sector. In addition, the ministry manages the Province's real estate assets, technology systems and equipment, and leverages procurement to increase business opportunities and create rewarding jobs that contribute to local economies and benefit individuals, families, and communities.

A service-focused organization, CITZ strives to be a great place to work, where all employees feel both engaged and motivated to do their best.

DIVISIONAL OVERVIEW
Service BC is government's chief provider of services to B.C. residents and businesses. The work of the division enables the design and delivery of accessible, responsive, and cost-effective services, making it easier for British Columbians and businesses to interact with government. Through a provincial network of 65 in-person offices and the Provincial Contact Center, Service BC provides approximately 300 government services for more than 40 partner ministries and agencies. Our team member's unwavering commitment to an ethic of service has driven consistently high people and business satisfaction rates. In support of the division's overarching goal of providing residents and businesses with seamless, multi-service access to government programs, the Division's service offerings are marketed to partner ministries and the broader public sector to expand our continuum of services and leverage common platforms.

Within Service BC, our vision is to deliver innovation, value, and service excellence to the people of British Columbia, with the aspirational goal of becoming a best-in-class public service delivery organization. Our people and our culture are important to us. As a team, we are motivated to deliver an excellent service experience to British Columbians, businesses, colleagues, peers, clients, and partners. We believe in being kind and helpful and are committed to delivering "Service with Heart".

JOB OVERVIEW
As the Senior Customer Service Representative (SCSR), you will provide service in a broad range of statutory and other programs by in-person counter service, telephone and correspondence contacts. The SCSR is the front-line contact in the delivery of these services. As the SCSR, you are expected to be knowledgeable and customer service-oriented, and to 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. You will also provide daily staff supervision, including the delegation of tasks/work assignments.

If you're looking for an exciting role in a dynamic, public service environment, this could be just the position you're after. As the Senior Customer Service Representative (SCSR) with Service BC in Merritt, you will be the front-line contact in the delivery of a diverse range of statutory and other programs in a fast-paced environment.

Job Requirements:

• Minimum grade 12 graduation required, 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:

• Diploma or Certification or higher in human resources management, business administration, financial management or other related field from a recognized institution.
• More years of experience in any of the above requirements.
• 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.
• Experience providing in-person customer service.
  

Proviso / Willingness Statements:

• Willingness to keep self-informed on current trends and issues through ongoing training, education, and participation in branch projects.
• Willingness to travel occasionally, for varying lengths of time.
  

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

About this Position:
AmendmentApril 23, 2024: Posting closing date extended to May 1, 2024.
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.
Merritt is a city in the Nicola Valley of British Columbia, Canada, where urban lifestyle meets outdoor adventure. Whether you are a fishing enthusiast, a country music fan, or a culture lover, Merritt has something for you. Enjoy the annual country music festival, the Kamloopa Powwow, or the hundreds of lakes that surround the city. Merritt also has many community parks to explore and relax in. Merritt is a four-season destination that offers a variety of activities and attractions for all ages and interests.

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.

The Indigenous Applicant Advisory Service is available to applicants that self-identify as Indigenous (First Nations, status or non-status, Métis, or Inuit) seeking work or already employed in the BC Public Service. For guidance on applying and interviewing, please contact IndigenousApplicants@gov.bc.ca or 778-405-3452.

The BC Public Service is an award-winning employer and offers employees competitive benefits, amazing learning opportunities and a chance to engage in rewarding work with exciting career development opportunities. For more information, please see What We Offer .

How to Apply:
Your application must clearly demonstrate how you meet the job requirements listed above.

Cover Letter: NO-Please do not submit a cover letter as it will not be reviewed.

Resume: YES-A resume is required as part of your application, however, itmay notbe used for initial shortlisting purposes.

Online 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.

Helpful tips, videos and more regarding the application process can be found on the Your Job Application page of MyHR. If you are experiencing technical difficulty applying, e-mail BCPSA.Hiring.Centre@gov.bc.ca , before the stated closing time, and we will respond as soon as possible.

Additional Information:

A Criminal Record Check (CRC) will be required.

Applicants selected to move forward in the hiring process may be assessed on the Knowledge, Skills, Abilities and Competencies as outlined in the attached Job Profile located at the bottom of the posting.

Applications will be accepted until 11:00 pm Pacific Standard Time on the closing date of the competition.

Job Category
Administrative Services

Category

Administrative Maintenance and Technicians