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Customer Service Representative (Clerk 3)

Date: Jan 8, 2019

Location: HALIFAX, NS, CA, B3S 0B7

Company: The Government of Nova Scotia



Apply By: 1/22/2019  


Office of Service Nova Scotia 


Customer Service Representative (Clerk 3), Permanent, HALIFAX 


Competition # 17747  



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 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 continuously strive to make our programs and services more responsive to the needs and expectations of Nova Scotians.


About Our Opportunity


In this position, you will provide effective client service by responding to in-person, mail, internet and telephone requests for various Vital Statistics products and services, including birth, death and marriage certificates, legal changes of name and a number of more complex services mandated under the Vital Statistics Act and Change of Name Act. You will also provide direction, information and assistance to the general public, internal clients and departmental Contact Centre staff in response to complex incoming telephone inquiries requiring explanation and interpretation of policies and legislative requirements. You will compose written correspondence, respond to email inquiries and prepare routine form letters. While focusing on optimizing client service, you will handle requests of a sensitive nature with tact, respecting the confidential nature of information contained in Vital Statistics records. Other responsibilities include cash handling, cash balancing and reconciliation of cash and highly secure inventories of blank certificates.


About You


To be successful in this position, you possess 4 years of related experience in a customer service environment. An equivalent combination of training and experience may be acceptable. Strong communication (verbal and written) and exceptional interpersonal skills in a client service environment are essential. Self-confidence to make appropriate decisions in work situations and the ability to analyze problems and organize work in a fast-paced environment are also required. Candidates must be able to perform multiple tasks in a confident manner, have good listening skills and work cooperatively in a team setting by contributing to team goals and the goals and objectives of the Vital Statistics program. A demonstrated strong desire to deliver client service in both a direct face-to-face setting and through telephone contact is essential. The successful candidate will have the ability to quickly grasp knowledge of the Statutes administered, be able to compose own correspondence in response to inquiries and be comfortable in a computer-based work environment, utilizing software application packages such as MS Word, MS Outlook and the internet. Candidates must also possess excellent keyboarding skills with a high degree of accuracy, and must be willing to do the job with the highest priority and be extremely flexible when these priorities are rearranged.


Experience and/or training in cash handling, bilingual ability in French and English and experience with document scanning and electronic record management would be considered assets.


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.



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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