Customer Service Representative, Service BC at Maximus in British Columbia Canada

Job description

• 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.
• Service BC Contact Centre Customer Service Representatives (CSR) provide front line support for 120+ programs and services that the provincial government offers to residents, businesses and visitors. CSR’s will provide Contact Centre Services for requests received through all Channels (Call/Email/SMS).
• CSR’s are required to learn and utilize a variety of computer applications to be able to research enquiries and be able to respond with timely and accurate information. Our telephone system queues receive thousands of interactions per day; therefore, CSR’s are expected to meet designated handling targets.

Responsibilities

• • Verify citizens and validate the information they provide;
• • Respond to all requests received from citizens in a courteous and timely manner;
• • Review the Knowledge Base (KB) for the appropriate responses to requests;
• • Provide feedback in regard to effectiveness of KB articles and inform the employer of call trends;
• • Access and review information available on the British Columbia government websites to determine and provide the appropriate response to citizens requests, when required;
• • Refer or transfer requests to the appropriate resources at a Province Ministry or Province Business Areas where the nature of the request requires information not available to the Service Provider;
• • Understand and comply to Maximus, legislated client policies and work procedures;
• • Manage interactions with citizens, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment;
• • Escalate system issues;
• • Use a computer for long periods of time.
• • Perform repetitive tasks and answer repetitive questions.
• • Compose emails and all communications including tickets, that are clear, informative and to the point;
• • Assist citizens in the use of on-line forms and in submitting applications and documentation;
• • Articulate client policies clearly, neutrally, and quickly;
• • For ‘Foreign Language’ CSR’s, articulate fluently in a designated language; and complete all other duties, as required.

Requirements

• Understand and comply to policies/procedures set by Maximus, legislation and our clients
• • Comply to all regulations, policies and procedures, with minimal intervention;
• • Learn new policies, procedures and computer applications within designated timelines;
• • Report non-compliance of policies and procedures, regardless of the cause.

Skills

Required

• Customer service
• Communication (verbal and written)
• Computer proficiency
• Research and information retrieval
• Problem-solving
• Time management
• Attention to detail
• Ability to handle repetitive tasks
• Ability to work independently
• Compliance with policies and procedures