Summary

Apply your expertise and passion for innovation to this rewarding career opportunity. 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 r

Description

Apply your expertise and passion for innovation to this rewarding career opportunity.

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. 

DIVISION OVERVIEW
Service BC Division is government’s leading provider of citizen- and business-centred services. Through our province-wide network of over 60 in-person service centres and a province-wide Contact Centre, we provide over 600 services on behalf of close to 40 partner ministries and agencies.

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

JOB OVERVIEW
The Service BC Customer Service Representative (CSR) maintains a positive, empathetic, and professional attitude when providing service and answering enquires. It requires the ability to identify and assess peoples’ needs to effectively and efficiently deliver an excellent customer service experience.

The CSR provides services in-person, by phone, and through digital channels.  The ability to provide clerical and administrative support such as data entry, reviewing applications for completeness, handling payments, and providing appropriate solutions, within government guidelines to a diverse population of people is essential to this role.

Job Requirements:

  • Minimum Grade 12 graduation or equivalent (GED).
  • Experience providing inclusive customer service to diverse clienteles.
  • Experience using digital applications to search for and record information.

Preference may be given to applicants with one (1) or more of the following:

  • Multiple years of experience in any of the above requirements.
  • Experience providing in-person customer service.
  • Experience providing customer service though phone or digital channels.
  • Experience delivering customer service in a high volume, fast-paced, rapidly changing environment. 
  • Experience with conflict resolution and de-escalating situations.
  • Experience providing services to a diverse population some of whom may be experiencing poverty issues, substance use, or mental health concerns. 
  • Experience maintaining administrative files and record keeping.
  • Experience delivering service in a regulated or legislated environment following processes and procedures.
  • Customer Service training and/or education.
  • Experience handling financial transactions.

Willingness Statements:

  • Willingness to travel occasionally to provide relief coverage to other work sites (Service BC Centres, exam locations, etc.)

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

About this Position:
Currently there is one (1) permanent opportunity available.
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.

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, 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.

 

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