Client Services Agent

**Priority may be given to the following designated employment equity groups: women, Indigenous peoples* (First Nations, Inuit and Métis), persons with disabilities and racialized persons*.**
- The _Employment Equity Act_, which is under review, uses the terminology Aboriginal peoples and visible minorities.

**City**: Ottawa

**Organizational Unit**: Client Service Centre

**Classification**: AD-4

**Tenure**: Term

**Duration**:1 year

**Language Requirements**: Bilingual Imperative CBC/CBC

**Discover the possible**:
Anything is possible at the National Research Council (NRC). As Canada’s leading research and technology organization, our world-renowned research pushes the boundaries of science and engineering to make the impossible, possible. Every day we explore new ideas through innovative research and help companies discover possibilities that impact Canada’s future and the world.

At the NRC, you’ll also discover new possibilities. Our supportive workplace fosters a culture of creativity, welcoming fresh perspectives and innovation at all levels. We value teamwork. You’ll collaborate across multiple fields and with the brightest minds to find creative solutions. Most importantly, you’ll discover what’s possible within you as you grow, make valuable contributions and progress in your professional journey. From ground-breaking discoveries to a life-changing career, discover your possible at the NRC.

**The Role**:
We are looking for a Client Services Agent to support our Client Service Centre. The Client Services Agent would be someone who shares our core values of Integrity, Excellence, Respect and Creativity.

Attention Contact Centre Professionals Do you have a recognized background of success in a Client Service Delivery field? Are you passionate about finding and sharing solutions? Can you adjust your approach to the personality of the person you need to help? If this is you, read on.

Consequently, the Client Services Agents need to be available to work a rotating shift schedule (7:30am - 7:30pm ET) to ensure that we have full coverage.

You must have a consultative nature, a strong team spirit and the ability to think and react quickly when put on the spot.

**Screening Criteria**:
**Education**:
Successful completion of secondary school according to provincial standards.

**Asset**:Client Service Delivery Training

For information on certificates and diplomas issued abroad, please see Degree equivalency

**Experience**:

- Experience in delivering professional client support services.
- Experience collecting clients’ information and data entry.
- Experience with MS Office suite products such as Word, Excel and Outlook.

**Assets**:

- Experience in a call centre
- Proficiency in using a client management system

**Condition of Employment**:
Reliability Status

Must be available to work on alternating shifts, including some evenings (7:30am - 7:30pm ET).

**Language Requirements**:
Bilingual Imperative CBC/CBC

Information on language requirements and self-assessment tests

**Assessment Criteria**:
**Technical Competencies**:

- Knowledge of client management systems.
- Ability to provide information, explain processes and respond to queries.
- Ability to use Microsoft Office Suite (Outlook, Word and Excel).
- Ability to collect and capture specific information data.
- Ability to simultaneously listen, speak and accurately capture the information for data input.
- Ability to effectively manage competing priorities as well as delivering high quality services to clients.

**Behavioural Competencies**:

- Management services - Client focus (Level 1)
- Management services - Communication (Level 1)
- Management services - Initiative (Level 1)
- Management services - Results orientation (Level 1)
- Management services - Teamwork (Level 1)

**Competency Profile(s)**:
**Compensation**:
**Salary under review**

From $51,653 to $65,684 per annum.

In addition, the incumbent will receive the Bilingualism Bonus of $800 per year.

NRC employees enjoy a wide-range of competitive benefits including a robust pension plan, comprehensive health and dental coverage, disability and life insurance, office closure at the end of December, and additional supports to enhance your well-being throughout your career and beyond.

**Notes**:

- Relocation assistance will be determined in accordance with the NRC's directives.
- This position is being advertised internally and externally simultaneously, however first consideration will be given to internal NRC applicants. A pre-qualified list may be established for similar positions for a one year period.
- The incumbent must adhere to safe workplace practices at all times.
- We thank all those who apply, however only those selected for further consideration will be contacted.

Please direct your questions, with the requisition number (23120) to:
Telephone: 343-990-8002

**Closing Date**:18 November 2024 - 23:59 Eastern Time