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Sr. Customer Service Representative (Clerk 4)

Date: Feb 11, 2019

Location: HALIFAX, NS, CA, B3S0B7

Company: The Government of Nova Scotia



Apply By: 2/25/2019  


Office of Service Nova Scotia 


Sr. Customer Service Representative (Clerk 4), Temporary, HALIFAX 


Competition # 18045  



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


Do you care deeply, genuinely and passionately about customer service? Do you have great communication and interpersonal skills and enjoy working with the public? Are you able to effectively manage difficult client engagements? If you have answered yes to these questions, we would love to talk to you!


About Our Opportunity


Under the direction of the Customer Service Leader, you will provide subject matter expertise to the Transaction Service Customer Service Representatives (CSR) working in walk-in service delivery locations. As a member of a four person team, you will work in a fast paced, complex work environment. In addition, you will be responsible for: 


  • Providing support and assistance with complex transactions and escalating customer situations using extensive RMV (Registry of Motor Vehicle) and customer service training and experience;  
  • Reviewing and following up on reports and information to ensure compliance with audit and control procedures;
  • Communicating with and motivating employees to achieve quality and productivity standards, providing instruction, coaching and support as required;
  • Be accountable for oversight of the unit, and ensuring adherence to relevant policy and procedure.


About You


You possess five years' experience in a fast-paced customer service environment (which includes a minimum of two years' experience in Registry of Motor Vehicles transaction services).  An equivalent combination of training and experience may be considered. In addition, you must have:


  • leadership skills;
  • customer service orientation;
  • teamwork attributes;
  • strong interpersonal skills;
  • analytical and problem-solving skills;
  • sound knowledge of the interpretation and administration of programs administered by the division and Department (particularly Registry of Motor Vehicles);
  • the ability to deal diplomatically with members of the public while providing quality customer service in a fast-paced environment;
  • proficiency in the new Registry Motor Vehicle operating system.


Bilingual ability in French & English would be viewed as an asset for this position.


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.


Other Considerations


This is a temporary full-time position with a projected end date of November 2, 2019. You must be flexible to work during all hours of operation.



Pay Grade:  CL 22  


Salary Range:  $1,734.00 - $1,918.00 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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