Customer Service Representative, Service Bc

Company Profile:
**About Maximus**

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.**Job Description**:
**Department Summary**

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.

**Key Responsibilities**

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 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.
- 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**
- 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

**Interpersonal 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

**Business Competencies**

Keeping On Point
- Timely decision making
- Priority setting

Getting Organized
- Organizing
- Time management

Communicating Effectively
- Written communications

Additional Information:
In & Out of Service

New hires will start at a probationary rate of $25.06 up to 913 hours worked.
- An eligibility list may be established for this role.
- This is an auxiliary position working as and when required.