BC Public Service situated in Stewart, BC V0T 1W0 CA is currently looking for applications for the role of Senior Customer Service Representative who is a self-motivated individual with excellent interpersonal skills. The selected candidate must start work promptly. The available position is for a regular or full time job.

Employer Name: BC Public Service
Position: Senior Customer Service Representative
Salary: $62,609.62 – $70,814.71 annually, plus $76.21 bi-weekly isolation allowance
Employment type: Regular, Full-time
Location: Stewart, BC V0T 1W0 CA (Primary)

Also hiring: Labourer, general – manufacturing

Job Description

The candidate must participate in projects and work study activities related to the duties of the Government Agent.
The candidate must coordinate information within the Government Agent’s area of responsibility.
The candidate will supervise staff daily and assign tasks as required.
The candidate must develop and implement office procedures and policies.
The candidate must monitor workflow for administrative staff and ensure incoming mail is processed and outgoing mail meets ministry standards.
The candidate must ensure maintenance of office ARCS/ORCS records.
The candidate must participate in the completion of office staff performance planning and review.
The candidate will perform day-to-day operational duties, including opening and closing the office to ensure hours of operation and public service delivery, while coordinating tasks such as banking and Post Office pickups.
The candidate must ensure overall security and handle urgent matters on equipment repair, facilities, or systems problems.
The candidate must assist the Government Agent in budget development and monitor office budget, expenditures, and FTE burn to ensure approved allocations are not exceeded.
The candidate must provide urgent information to Victoria operations.
The candidate must assume responsibility for daily cash-out procedures and ensuring audit control procedures are in place for cash and asset control in the Government Agent’s absence.
The candidate must co-ordinate quarterly reviews of accountable inventory.
The candidate must provide the public with senior review of details or responses in the absence of the Government Agent and keep the Government Agent informed of positions taken.
The candidate must handle difficult or problematic customer requests or issues referred by subordinate staff often involving very emotional clients.
The candidate must provide recommendations and advice to the Government Agent to resolve operational problems and issues.
The candidate must provide verbal and written correspondence service over the counter and by telephone to respond to routine and complex enquiries in accordance with Branch and client ministry procedures and performance standards.
The candidate must provide verbal and written replies based on prepared material and personal review of applicable Acts, regulations, and interpretative material, including contacting program officials in the ministry, other ministries, and agencies to determine information.
The candidate must process applications and documentation, calculate fees, and complete financial transactions across a wide range of programs in accordance with Branch and client ministry procedures and performance standards.
The candidate must issue and accept payment for licenses and certifications such as driver’s licenses, hunting and fishing permits, marriage certificates, and birth and death certificates.
The candidate must accept payment of all fees owed to the provincial government such as property and consumer taxes, traffic fines, and certain court fines.
The candidate must accept, process, and follow up on documents and service requests created on behalf of Social Development and Poverty Reduction clients.
The candidate must register voters and receive registrations for security instruments, liens, and mineral claims.
The candidate must issue and accept applications for provincial services such as Labour Standards complaint forms, Farm Extension and Home Owner Grants, and Residential Tenancy forms.
The candidate must provide testing for learner’s driver’s permits, issue permits, and explain corrective requirements as required.
The candidate must handle documentation batching, calculate fees, record transactions, receipt payments, account for and deposit cash and other proceeds, and prepare related correspondence in accordance with Branch procedures and performance standards.
The candidate must operate computerized cash and inventory control systems and issue receipts for all transactions.
The candidate must endorse cheques and ensure all funds are deposited through cash terminals.
The candidate must balance and batch revenues by separating and totalling like transactions and ensuring totals match register computer batch totals.
The candidate must prepare and batch cheques for payment of approved vouchers.
The candidate must maintain suspense accounts.
The candidate must process invoices and submit them for payment.
The candidate will manage collection of NSF cheque funds.
The candidate must set up, maintain, and update information related to finances and office inventory.
The candidate must order authorized stock licences for use by the office for the Fish and Wildlife program.
The candidate must provide quarterly stock counts of licences distributed and maintain year-end balances.
The candidate must issue and control cheques and cheque vouchers, including checking coding and invoices, certifying goods and services received, and obtaining valid spending and payment authority signatures.
The candidate must perform filing, photocopying, typing, and operate other office equipment.
The candidate will request supplies and sign acknowledgment for goods received.
The candidate must provide informal guidance on procedures to relief workers.
The candidate must record minutes at office or other meetings as required.
The candidate must hold statutory and administrative appointments such as Issuer of Marriage Licenses and District Registrar of births, deaths, and marriages.
The candidate must act as Commissioner of Affidavits by administering oaths, affidavits, affirmations, solemn declarations, and statutory declarations as authorized and required.
The candidate must occasionally provide relief services for varying lengths of time in various capacities in other Service BC Centres or other Government offices.
The candidate must occasionally undertake complex projects and study activities in connection with ongoing or proposed Branch activities or on behalf of client ministries, such as creating new or revised procedures, developing staff development and instruction modules, and evaluating Service BC services and service delivery.
The candidate must lift and carry boxes and mailbags weighing up to 20 pounds for distances of up to 10 feet and manipulate them from heights, which may require the use of a foot stool.
The candidate must perform other duties as assigned from time to time, including acting on a short-term temporary basis for the Government Agent in his/her absence.

Job Requirements

The candidate must have Grade 12 graduation or an equivalent qualification such as B.C. Adult Graduation Diploma (BCAGD) or General Educational Development Certificate (GED).
The candidate must have clerical or administrative education and/or training.
The candidate must have experience supervising, leading teams, projects, and/or delivering programs.
The candidate must have experience delivering service excellence in a high-volume, fast-paced, and rapidly changing environment through in-person, virtual technologies, and telephone interactions.
The candidate must demonstrate experience delivering inclusive customer service to clients from diverse backgrounds.
The candidate must have experience with conflict management/resolution and de-escalating emotionally charged situations.
The candidate must have 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 supervisory experience in a unionized environment.
Preference may be given to applicants with clerical and/or administrative office experience in a public service sector environment (e.g., municipal, provincial, federal).
Preference may be given to applicants with experience providing services to clients experiencing poverty, substance use, and/or mental health concerns.
Preference may be given to applicants with experience handling financial transactions from the general public, such as payment processing and cash handling.
The candidate must be located in British Columbia at the time of employment.

Additional information

Security and safety

The candidate must undergo a Criminal Record Check (CRC) as part of the hiring process.

Work conditions

The candidate must be willing to travel occasionally to provide relief coverage at other work sites such as Service BC Centres and exam locations.

Benefits

The candidate will have the opportunity to join a team that offers an innovative, inclusive, and rewarding workplace.
The employer will provide reasonable accommodations across all stages of the hiring process, including during assessment and selection.

How to Apply

If you are interested in applying, please submit your application through the provided channels or options.

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