Contact Centre Customer Service Representative (Clerk 3)

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

In this position, you interact with customers by phone, answering enquiries and questions, troubleshooting problems, and providing information. You provide effective customer service while responding to incoming enquiries regarding programs and services provided by Service Nova Scotia. 

Do you enjoy interacting with customers by phone and delivering excellent customer service? If so, we look forward to hearing from you!

Primary Accountabilities

You 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 including Tourism, Vital Statistics, Registry of Motor Vehicles, and other special projects requiring support.

Qualifications and Experience

To be considered for this position, you hold a minimum of four years of experience in a fast-paced, front line customer service environment. An equivalent combination of training and experience may be considered. You are a flexible team-player with strong customer service skills, and you complete your work with efficiency and accuracy. In addition, you possess the following:

• Experience in balancing accounts;
• Excellent attention to detail;
• Excellent judgment;
• Strong communication skills;
• Demonstrated ability to diplomatically deal with the general public and to effectively manage difficult client engagements;
• Strong data entry and computer skills;
• A high aptitude to acquire, retain, organize and apply policies and procedures;
• Strong prioritization and problem-solving skills.

The following would be viewed as assets:  working knowledge of the programs, policies, acts and regulations administered by Service Nova Scotia and Internal Services, such as Register of Motor Vehicles, Residential Tenancies, Vital Statistics, etc., previous experience working in a Contact Centre, bilingualism (English and French), and previous experience with the Heating Assistance Rebate and Senior Care Grant Programs.

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

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

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

This competition is for multiple Temporary employment opportunities, with an anticipated end date of March 31, 2025. The appointment status (‘term’, ‘temporary’ or ‘casual’) is dependent on the start date of the successful candidate.

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.