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Customer Service Representative, Contact Centre (Clerk 3)

Date: Nov 30, 2018

Location: DARTMOUTH, NS, CA, b3J3Y6

Company: The Government of Nova Scotia



Apply By: 12/14/2018  


Office of Service Nova Scotia 


Customer Service Representative, Contact Centre (Clerk 3), Term, DARTMOUTH 


Competition # 17588  



About Us


Putting yourself in the shoes of customers, understanding their needs and creating a good first impression are important elements in delivering excellent customer service. We all know the power of first impressions. How people perceive us during the first few seconds of an encounter has a major influence on whether they will trust us, or want to do business with us. To create a positive first impression, we need to provide our clients with an exceptional interaction.   


At Service Nova Scotia, we touch every citizen, business and municipality in Nova Scotia. We conduct over five million client interactions each year through the various programs and services we deliver on behalf of government. We constantly strive towards making our programs and services more responsive to the needs and expectations of Nova Scotians.


About Our Opportunity


In this position, you will provide effective customer service while responding to incoming enquiries regarding programs and services provided by Service Nova Scotia. In addition, you will provide direction, information and assistance to the public, internal customers and other government departments through the detailed explanation of the procedures, policies and legislative requirements of programs administered by the Department.


About You


You possess four years customer service experience (in person and/or over the telephone). An equivalent combination of training and experience may be acceptable. In addition, you have strong communication skills (verbal and written) with the ability to understand and explain government programs, policies, procedures and legislation to customers. Working in a fast paced environment, you are able to effectively analyze problems and provide sound solutions/recommendations. In addition, you take pride in maintaining confidentiality while diplomatically dealing with members of the public. Lastly, you are comfortable using the Internet and other web-based applications such as Vital Statistics (VISyONS) and software applications such as AMANDA, and Outlook.


The following would be viewed as assets:  working knowledge of the programs, policies, acts and regulations administered by Service Nova Scotia, such as Register of Motor Vehicles, Residential Tenancies, Vital Statistics, etc., previous experience working in a Contact Centre, and Bilingualism (English and French).


Other Considerations


This is a full-time term position with a potential end date of June 30, 2020.


Hours of operation are Mon-Tues 8:30am - 4:30pm; Wed – Fri 8:30am – 7:00pm.



Pay Grade:  CL 18  


Salary Range:  $1,510.00 - $1,689.00 Bi-Weekly


This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU).


If applying from outside a government office, employees must apply correctly via this link:



Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued.  


External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates.


Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve.  The Government of Nova Scotia has an Employment Equity Policy and we welcome applications from Aboriginal People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented.  If you are a member of one of the equity groups, you are encouraged to self-identify on your electronic application.


Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer.


We thank all applicants for their interest, however, only those selected for an interview will be contacted.  For questions or concerns, please contact


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