Customer Service Representative

Description:

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.

Qualifications:
Education and Experience Requirements

• Grade 12 graduation or equivalent (e.g.: B.C. Adult Graduation Diploma [BCAGD], General Educational Development Certificate [GED], etc.).
• Experience providing inclusive customer service to a diverse clientele.
• Experience delivering service excellence in a high volume, fast paced, rapidly changing environment, through in-person, virtual technologies and telephone interactions.
• Experience using digital applications/databases to search for and record information.
• Experience in word processing/data entry and using computer applications such as MS Word, Outlook and Excel.

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

• Additional years of experience in any of the above requirements and/or preferences.
• Experience with conflict resolution and de-escalating emotionally charged situations.
• Experience providing services to clients experiencing poverty, substance use, and/or mental health concerns.
• Experience maintaining administrative files and record keeping.
• Experience delivering service in a regulated and/or legislated public service sector environment (e.g.: municipal, provincial, federal), while following processes and procedures.
  Customer service training and/or certification.
• Experience handling financial transactions from the general public (e.g.: payment processing, cash handling).

Please refer to the Job Profile for the full list of willingness/proviso requirements.