Customer Service

Description:

The Safety Branch of the Department of Labour, Skills & Immigration strives to work with Nova Scotians to build a stronger culture of health and safety. At the Technical Safety Division, we make industrial and public safety our priority by achieving compliance with regulations and safety standards for boilers and pressure equipment; power engineering; elevators and lifts; amusement devises; electrical safety; fuel safety, and cranes across the province.

There are many pathways to achieving compliance with the Province’s safety standards. We work with our stakeholders and partners to set safety requirements and then achieve compliance through promotion, verification, and enforcement.

About Our Opportunity

The Customer Service Representative (Clerk 3) has a detailed knowledge of procedures, requirements, acts and regulations, and provides information services to clients, the citizens of Nova Scotia and those wishing to work in Nova Scotia. The information is provided to clients by telephone, e-mail/mail, website, virtually, and/or in-person. The position provides extensive service, direction, guidance and information on processes through the detailed explanation of policies, procedures, and regulatory requirements related to specific programs. The position will focus on optimizing communications with the client to promote compliance and achieve customer satisfaction objectives. This position requires that the incumbent maintain a high degree of confidentiality due to the nature of the client’s inquiries and applications.

This position reports to the Executive Director, Technical Safety.

Primary Accountabilities

• Assesses and responds to client needs in a timely manner using sound judgement and effective questioning techniques and recommends appropriate information, referral, solutions and options.
• Processes applications and renewals for certifications, licenses, and permits for regulated work and products.
• Refers clients to the appropriate point of contact within Government after providing information about the relevant program or service.
• Generates appropriate documentation and accurate financial processes for each transaction. Validates applicable funds necessary for client transactions.
• Maintains up-to-date knowledge and identifies opportunities to improve programs and services delivered by the division using reference manuals and online databases, internal and external websites.
• Creates, updates, and maintains spreadsheets/databases to generate statistical reports for management.

Qualifications and Experience

To be considered for this position, you have completed High School plus 3 years related experience, or equivalent combination of training and experience may be acceptable.

As the successful candidate you are dependable, self-motivated and work well independently. You also participate fully in team environments, building productive relationships with non-governmental and governmental members. You exercise professional discretion, establish effective working relationships, maintain confidentiality, exercise tact and diplomacy, and possess sound judgement. You are comfortable working in a fast-paced environment, solving problems and learning new skills to complement your existing competencies. You have excellent organizational skills with attention to detail and accuracy, and the ability to prioritize complex and competing requests, ensuring critical deadlines are met.