Senior Customer Service Representative

Description:

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. 'Service With Heart’ is provided in an environment which strives to connect with citizens and business in order to complete all aspects of an information request, application filing or financial transaction as a one visit occurrence or to make arrangements for completing their requirements on a follow through basis by subsequent mail, telephone, or in-person attention, including from the staff of the responsible ministry when necessary. Services are provided for provincial government programs as well as making available a variety of services on behalf of other levels of government and other public sector agencies

Qualifications:
Education and Experience Requirements

• Grade 12 graduation or equivalent (e.g.: B.C. Adult Graduation Diploma [BCAGD], General Educational Development Certificate [GED], etc.).
• Clerical/administrative education and/or training.
• Experience supervising, leading teams, projects, and/or the delivery of a program.
• Experience delivering service excellence in a high volume, fast paced, rapidly changing environment through in-person, virtual technologies and telephone interactions.
• Experience providing inclusive customer service to a diverse clientele.
• Experience with conflict management/resolution and de-escalating emotionally charged situations.
• Experience in word processing/data entry and using computer applications such as MS Office and digital tools for information search and record management.

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.
• Supervisory experience in a unionized environment.
• Clerical and/or administrative office experience in a public service sector environment (e.g.: municipal, provincial, federal).
• Experience providing services to clients experiencing poverty, substance use, and/or mental health concerns.
• Experience handling financial transactions from the general public (e.g.: payment processing, cash handling).