Customer Service Representative, Business

7 months ago

Halifax, Canada Province of Nova Scotia Full time

**Department**:Service Nova Scotia

**Location**:HALIFAX

**Type of Employment**:Term

**Union Status**:NSGEU - NSPG

**Closing Date**:20-Jun-24 (Applications are accepted until 11:59 PM Atlantic Time)

**About Us**:
At Service Nova Scotia, we impact every citizen, business and municipality in Nova Scotia. Our mandate is to design and deliver programs and services to meet the needs of our clients and the public good through a culture of excellence. Our vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.

**About Our Opportunity**:
As the Customer Service Representative, you are the face and voice of the Province of Nova Scotia. As such, you are responsible for delivering programs and services to meet the needs of our clients and the public good. Providing excellence in client service is demonstrated by interacting with clients and processing requests received across the channels of mail, fax, digital, in-person and phone. You strive to meet and exceed service within turnaround times, and always look for new and innovative ways to deliver services to ensure we continue to be agile and responsive to our clients.

**Primary Accountabilities**:

- Processing requests received, accurately and within turnaround times to ensure client expectations are consistently met.
- Communicating accurately and in a timely manner with the public, programs owners, operations support, and other departments and agencies to respond to requests for service and information through in-person, phone (queue), digitally, fax, and by mail.
- Balancing daily transactions received and processed for self, peers and or team. Maintaining a cash float as required, process and batch returns/payments, preparing/delivering bank deposits, preparation of daily cash reports and reconciliation of various accounts.
- Participating in training and team meetings relating to and supporting the position/department/government.
- Assisting with user acceptance testing and attend team meetings.
- Opening mail, receive faxes, and process requests through tracking system.

**Qualifications and Experience**:
To be successful in this position, you hold four years of experience in a fast-paced customer service environment working effectively with high volume transactions and multiple processes. An equivalent combination of training and experience may be considered. In addition, you hold superior customer service and communication skills (both verbal and written). As a flexible and collaborative team player, you also have strong decision-making, analytical and problem-solving skills. Knowledge in the interpretation and administration of government programs, legislation, and regulation, specifically those administered by Service Nova Scotia and the ability to deal diplomatically with members of the public are requirements of this position. Furthermore, you have cash handling and balancing experience. Excellent keyboarding and superior data entry skills as well as proficiency with Microsoft Office including Word, Excel, Power Point and Outlook are essential. Knowledge and experience with Amanda and REGSYS is viewed as an asset.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

**Equivalency**:
**Benefits**:
Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here: Benefits for government employees.

**Additional Information**:
**What We Offer**:

- Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
- Engaging workplace: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
- Countless career paths
- Department specific flexible working schedules

**Pay Grade**: CL 18

**Salary Range**: $1,684.00 - $1,884.17 Bi-Weekly

**Employment Equity Statement**:

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