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Customer Service Representative, PLS

Burnaby, BC
Full Time
14 days ago
As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

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.

What you'll do
  • Receives, inputs, processes and revises requests for interpreters from internal and external PLS customers via phone, fax, email or internet and the PLS' interpreting services management system- the Friendly Interpretation Tracking System (FITS©).
  • Dispatches, schedules and confirms request information and instructions with freelance contract interpreters to fulfill requests using phone, fax and the PLS' interpreting services management system and/or the Automated Contact System (ACS) - the PLS' interactive voice response system.
  • Maintains and updates information entered and contained in PLS databases, including the interpreting services management system; Maintains up-to-date records, interpreter schedules and mailing lists; Follows established contingency plans and redundancy processes to back-up information in the interpreting services management system to ensure seamless delivery of service in the event of system malfunction.
  • Maintains paper and electronic filing, tracking and distribution systems for a variety of records and files such as interpreter profiles, assignment forms, incident reports, statistical reports and various other correspondence and documents..
  • Receives, processes, responds to and resolves service issues with PLS customers and freelance contract interpreters by communicating and reinforcing established policies, procedures and processes; escalates unresolved issues to the Lead, PLS Call Centre. .
  • Receives, processes, respond to and redirects general calls for the PLS to the appropriate program staff or Manager; provides general information to callers regarding the PLS and its services.
  • Produces, develops and designs a variety of documents including correspondence, minutes, meeting agendas and program materials using various word processing, spreadsheet, presentation and design software packages. Photocopies and distributes documentation such as correspondence and reports.
  • Screens incoming materials, prioritizes items for immediate attention and distributes as appropriate. Responds to routine written inquiries and materials by composing and signing routine correspondence or drafting for signature. Processes incoming and outgoing paper, electronic and voice mail.
  • Liaises with external and internal stakeholders in support of program and project-specific needs.

What you bring

  • 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.

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too - offering health, wellness, development programs to support you - at work and at home.
  • Join one of BC's largest employers with province-wide programs, services and operations - offering vast opportunities for growth and development.
  • Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
  • Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
  • Annual statutory holidays (13) with generous vacation entitlement and accruement.
  • PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
  • Perks include access to fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.

Job Type: Regular, Full-Time
1795 Willingdon Avenue, Burnaby BC V5C 6E3
Hours of Work:
08:00-16:00 Monday-Friday
Requisition #:

What we do

The Provincial Health Services Authority ( PHSA ) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people - Be compassionate - Dare to innovate - Cultivate partnerships - Serve with purpose.

Learn more about PHSA and our programs:

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.
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About PHSA

Canada's first provincial health services authority. Provincial Health Services Authority (PHSA) is one of six health authorities – the other five health authorities serve geographic regions o...

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10,000+ employees