Customer Service Representative, Grid 9
Service BC, Maximus Canada
Worker Category: Auxiliary
Location: Victoria, BC
Maximus Canada has a regular need to hire Customer Service Representatives for our Service BC department. If you are interested in applying for one of our future upcoming vacancies, please submit your application here. Shortlist candidates will be contact with further details once we are ready to move forward.
In & Out of Service
Company Profile
Maximus Canada is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and around the globe, Maximus provides innovative, practical and meaningful solutions to help government programs and services function more effectively and efficiently.
We are constantly assessing new technology, processes and methods of delivering services to the citizens of Canada. With our expertise in program information management, claims processing, contact centre services, document processing and information technology, we are positioned for significant growth.
Maximus Canada offers competitive market-based salaries, comprehensive employer-paid benefits and a defined-benefit pension plan or a Group RSP with employer-matching contributions, for eligible employees. Our people also get some great perks too, such as employee appreciation events throughout the year, along with a supportive results-oriented work environment.
Join us here in beautiful Victoria, British Columbia to experience the best of the West Coast lifestyle. You will work in an environment that will challenge you and reward your achievements. Your downtime can be spent exploring all the West Coast has to offer – scenic beauty, culinary experiences, cultural events and outdoor activities. We have it all! Located in the heart of downtown, our location offers easy access to every amenity.
Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Core Values
At Maximus Canada, we believe that our culture strengthens our commitment to Helping Government Serve the People. We foster a culture that respects and values individual contributions and differences. At Maximus Canada we believe in the following four core values:
Customer Focus
Our customers' business needs inform everything we do. We start by developing relationships built on trust and respect. We listen, and incorporate their diverse experience into our services and solutions, and we show our understanding with clear communication.
Disciplined Approach
With decades of experience delivering government programs, we balance tried and tested processes with a desire for continuous improvement. We take the time to plan and benchmark our performance – it's the path to success.
Results and Delivery
Great results depend on setting high, measurable standards of excellence and achieving the numbers. We challenge each other and hold one another accountable to our commitments.
A Great Place to Work
Maximus Canada promotes a challenging work environment, empowering our employees to get the job done. If you want to work in an environment that recognizes and rewards accomplishments while caring about each other and the communities we serve, this could be the place for you.
Department Overview
Service BC is a citizen centric front-line support service administered by MAXIMUS Canada to assist residents and visitors to the province with information on the hundreds of programs and services the government offers. The strategic focus of Service BC is continual modernization and channel and service expansion to ensure citizens are able to access services from a single source in the format they choose. Service BC has leveraged industry best practices and introduced leading edge technology to become a leader in its sector. A recent recipient of the BenchMark Portal Centre of Excellence designation and winner of the 2019 Service to the Citizen Award in the international category, through the US Service to the Citizen Awards program that recognizes excellence in public service delivery.
Role Summary
Service BC Contact Centre CSR’s will provides front line support for 120+ programs and services the provincial government offers to residents, businesses and visitors.
CSR’s will provide Contact Centre Services for requests received through all Channels (Call/Email/SMS).
CSR’s are required to learn and utilize a variety of computer applications to be able to research enquiries and be able to respond with timely and accurate information.
CSR’s are not to inform Citizens that they have dialed the wrong number or state that there is no response or escalation available for their Request.
Our telephone system queues and monitors thousands of interactions per day; therefore, CSR’s are expected to meet designated handling targets.
Key Responsibilities
Responding to all Requests received from Citizens in a courteous and timely manner
Reviewing the Knowledge Base for the appropriate response to requests
Provide feedback in regards to effectiveness of Knowledge Base and inform of call trends
Accessing and reviewing publicly available British Columbian government websites to determine and provide the appropriate response to Requests
Referral or Transfer of Requests to the appropriate resources at a Province Ministry or Province Business Area where the nature of the Request requires information not available to the Service Provider or constitutes Complex Services
Understand and comply to MAXIMUS Canada, legislated and client policies and work procedures accurately
Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment
Education and Experience
High school diploma or GED Equivalent, including a 65% grade in Grade 12 English and Math, may be subject to standardized testing
Proficiency in basic computer skills, ability to operate standard office equipment
Call centre experience preferred
Understand the Principles of
Call control and customer situational judgment
Customer service
Plain language communication
Professional, pro-social inter-relations
Privacy and security of personal information
Core Competencies
This Profile includes all the Core Technical and Knowledge competencies listed above, and the following:
Interpersonal Competencies
Business Competencies
Relating Skills
Approachability
Interpersonal savvy
Managing Diverse Relationships
Boss relationships
Citizen focus
Managing diversity
Peer relationships
Dealing With Trouble
Command skills
Being Open and Receptive
Composure
Humour
Listening
Patience
Demonstrating Personal Flexibility
personal learning
self-development
self-knowledge
Keeping On Point
Timely decision making
Priority setting
Getting Organized
Organizing
Time management
Communicating Effectively
Written communications
Application Information
This position may require you to attend Maximus Canada’s facilities, client sites, and / or other in-person events. Accordingly, any successful applicant will be required to provide provincially-recognized proof of having a complete series of COVID-19 vaccines as a pre-condition to accepting an offer of employment with Maximus. Should an applicant fail to provide sufficient proof of vaccination as required, their offer of employment will be rescinded.
Please note this position is headquartered in Victoria British Columbia and is restricted to the geographic location within the 32-kilometer radius of the GVRD or CRD. This position is currently being performed remotely on an interim bases due to COVID-19. Please take this into consideration when accepting this position.
This is an auxiliary position working as and when required. New hires will start at a probationary rate of $22.72 up to 913 hours worked.
An eligibility list may be established for this role.
Please note that while all applications are appreciated, only those candidates selected for interview will be contacted.