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Customer Service Representative, Contact Centre (Clerk 3)

Date: Jan 11, 2021

Location: HALIFAX, NS, CA, B3J 3P7

Company: The Government of Nova Scotia

 

 

Competition # : 28702 

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Temporary

Union Status: NSGEU - NSPG 

Closing Date: 1/18/2021​ (Applications are accepted until 11:59 PM Atlantic Time)

About Us


At Service Nova Scotia and Internal Services, we impact every citizen, business and municipality and business 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. 


Service Nova Scotia and Internal Services’ 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. To learn more about our Department, please click on the following link:

https://beta.novascotia.ca/government/service-nova-scotia-and-internal-services/about

About Our Opportunity


In this position, you interact frequently 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.

Qualifications and Experience


To be considered for this position, you possess four years of customer service experience (in person and/or over the telephone). An equivalent combination of training and experience may be acceptable. In addition, you are interested and motivated to interact frequently with customers by phone. You also have strong communication skills (verbal and written) and can understand and explain government programs, policies, procedures and legislation to customers. Working in a fast-paced environment, you effectively analyze problems and provide sound solutions/recommendations. In addition, you take pride in maintaining confidentiality while diplomatically dealing with members of the public. Furthermore, you are flexible and available to work during hours of operation. 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 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 Program.

 

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  Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click here to learn more about our various benefits offering and eligibility criteria. 

Additional Information


This is a Temporary employment opportunity with an anticipated end date of August 31, 2021. 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.
  • Mentorship through iNSpire; a new formal, interdepartmental mentorship program that connects employees so they can gain knowledge and experience to support their career development.
  • Countless Career Paths for Nova Scotians. 
  • Department Specific Flexible working schedules.

 

Pay Grade:  CL 18  

Salary Range:  $1,571.23 - $1,758.00 Bi-Weekly

 

Employment Equity Statement:

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 Indigenous 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 these equity groups, you are encouraged to self-identify on your electronic application.

 

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. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information. 

 

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 the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.