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
Fort St John, BC V1J6M7 CA (Primary)

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

Close Date
10/27/2024

Job Type
Regular Full Time

Temporary End Date

Ministry/Organization
BC Public Service -> Citizens’ Services

Ministry Branch / Division
Service BC and GDX / In Person Services

Job Summary

The Team
The Fort St John Service BC team is a midsize, close-knit group of 9 Customer Service Representatives and 2 Senior Customer Service Representatives. This established team values teamwork, ensuring that citizens and businesses receive “Service With Heart” by handling requests efficiently, whether in-person, by mail, or phone. Their work supports both provincial programs and services from other public sector agencies, making a meaningful impact on the community they serve.

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 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:

• 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.
Fort St. John is a vibrant city in the Peace River region of British Columbia, Canada. It is a gateway to the wilderness and adventure of northern BC, where you can enjoy fishing, hiking, camping, snowmobiling, and more. Fort St. John also has a rich arts and culture scene, with the North Peace Cultural Centre hosting live shows, events, and exhibitions. You can also explore the history and heritage of the area at the Fort St. John North Peace Museum or visit the annual North Peace Fall Fair.

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 – 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, it 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.

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

Additional Information