Citizen services specialist (CSS) – government services

Service Canada based in Kenora, ON is inviting applications from suitable candidates for the position of Citizen services specialist (CSS) – government services who are self-motivated and have good interpersonal skills. Service Canada connects Canadians to a variety of government services and benefits through a single point of contact. In collaboration with stakeholders, the Public Service Commission of Canada is responsible for promoting and protecting a merit-based, representative, and non-partisan public service that serves all Canadians. We also manage the tools for public service recruitment, giving applicants and managers access to all public service job opportunities through a single portal. The candidate who got selected will be required to start work as soon as possible. The vacancies refer to Casual employment or Full time job.

Employer Name: Service Canada
Position: Citizen services specialist (CSS) – government services
No. of vacancies: 1
Salary: $61,152 annually for 37.5 hours per week
Employment type: Casual employment, Full time
Location: Kenora, ON

Job Description

  • The candidate must prepare and format a page presentation.
  • The candidate will be responsible for acting as the primary point of contact for in-person client access to government services, entitlements, and benefits, as well as facilitating first point of contact resolution.
  • The candidate will be expected to perform a triage function to respond to citizens’ needs and finalise the intervention sought, assist in path finding, or refer to a more appropriate authority as needed to support the department and its partners’ service offerings in the spirit of the service culture.
  • The candidate would be in charge of completing orders, forms, applications, and requests.
  • The candidate would be in charge of documenting customer interactions, transactions, comments, and complaints.
  • The candidate would be in charge of communicating with and coordinating with coworkers as needed.
  • The candidate would be in charge of providing feedback on the effectiveness of the customer service process.
  • The candidate would be in charge of ensuring customer satisfaction and providing professional customer service.
  • The candidate would be in charge of managing a large number of incoming phone calls.
  • The candidate will be required to serve the public in matters relating to Employment Insurance (EI) benefits, the Canada Pension Plan (CPP), or Old Age Security (OAS), among other things.
  • The candidate would be in charge of identifying and assessing the needs of customers in order to achieve customer satisfaction.
  • The candidate would be in charge of developing long-term relationships and trust with customer accounts through open and interactive communication.
  • The candidate would be in charge of providing accurate, valid, and complete information by employing the appropriate methods or tools.
  • The candidate would be in charge of handling customer complaints, providing appropriate solutions and alternatives within time constraints, and following up to ensure resolution.
  • The candidate must adhere to communication procedures, guidelines, and policies.
  • The candidate will be expected to go above and beyond to engage customers.
  • The candidate would be responsible for maintaining a courteous and calm manner at all times to de-escalate stressful situations.
  • The candidate would be in charge of attracting potential customers by answering product and service inquiries and recommending further items and services.

Job Requirements

  • The candidate should be bilingual.
  • The candidate should have minimum qualification of Secondary (high) school graduation certificate
  • Training will be provided to the selected candidate.
  • The candidate should be organized and flexible in nature.
  • The candidate should be a good team player with enough interpersonal and judge-mental skills.
  • The candidate should be punctual.
  • The candidate should be accountable.
  • The candidate should be reliable.
  • The candidate should be confident.
  • The candidate should give importance to values and ethics.
  • The candidate must have excellent written and verbal communication skills.
  • The candidate should have good analytical and problem solving skills.
  • The candidate should have excellent customer service skills.
  • The candidate will be required to provide quality customer services and maintain high standard of professionalism.
  • The candidate should be Customer-oriented and friendly.
  • The candidate should be energetic with a positive attitude
  • The candidate should have thorough knowledge and use of all relevant computer software and the ability to help organize data and information retrieval systems.
  • The candidate should be proficient in Microsoft Word, Windows, Excel, Office, PowerPoint, Publisher and Outlook.
  • The candidate should have excellent time management skills and the ability to prioritize work.
  • The candidate should have strong organizational skills with the ability to multi-task.
  • The candidate should have strong decision making skills.
  • The candidate should be a quick learner.
  • The candidate should be accurate.
  • The candidate must be a self-motivated individual who is extremely enthusiastic about the job.
  • The ideal candidate will be patient and have a “people-first” attitude.
  • The candidate will be expected to deal with situations and issues proactively and persistently, seizing opportunities as they arise.
  • The candidate will be required to maintain a positive, empathetic, and professional attitude toward customers at all times.
  • The candidate should be detail-oriented.

Security and Safety

  • The candidate must have a basic level of security clearance.
  • The candidate should have a thorough Criminal record check.
  • The candidate should be bondable and easily communicate.

Transportation/Travel Information

  • The candidate should have valid driver’s licence.

Work Conditions and Physical Capabilities

  • The candidate should be able to work in fast-paced busy environment.
  • The candidate should be willing to work under pressure.
  • The candidate should have an eye for details to submit work or send communications without error
  • The candidate should be required to perform repetitive tasks on frequent basis.
  • The candidate should be willing to work for long hours in sitting positions.

How to Apply

If you are interested in applying, apply through the given options.

By email

[email protected]


Please include the following while sending the application

  • Cover letter
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