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Résumé du poste

Customer Service Representatives provide front-line support for over 120 government programs via phone, email, and SMS. They are responsible for verifying citizen information, researching inquiries using a knowledge base, and maintaining accurate documentation.

Détails du poste

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems. Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom. Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies. Department Summary Service BC is a citizen centric front-line support service administered by Maximus Canada to assist residents and visitors to the province with information on the hundreds of programs and services the government offers. The strategic focus of Service BC is continual modernization and channel and service expansion to ensure citizens are able to access services from a single source in the format they choose. Service BC has leveraged industry best practices and introduced leading edge technology to become a leader in its sector. A recent recipient of the BenchMark Portal Centre of Excellence designation and winner of the 2019 Service to the Citizen Award in the international category, through the US Service to the Citizen Awards program that recognizes excellence in public service delivery. Position Summary Service BC Contact Centre Customer Service Representatives (CSR) provide front line support for 120+ programs and services that the provincial government offers to residents, businesses and visitors. CSR’s will provide Contact Centre Services for requests received through all Channels (Call/Email/SMS). CSR’s are required to learn and utilize a variety of computer applications to be able to research enquiries and be able to respond with timely and accurate information. Our telephone system queues receive thousands of interactions per day; therefore, CSR’s are expected to meet designated handling targets. Key Responsibilities Verify citizens and validate the information they provide; Respond to all requests received from citizens in a courteous and timely manner; Review the Knowledge Base (KB) for the appropriate responses to requests; Provide feedback in regards to effectiveness of KB articles and inform the employer of call trends; Access and review information available on the British Columbia government websites to determine and provide the appropriate response to citizens requests, when required; Refer or transfer requests to the appropriate resources at a Province Ministry or Province Business Areas where the nature of the request requires information not available to the Service Provider; Understand and comply to Maximus, legislated client policies and work procedures; Manage interactions with citizens, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment; Escalate system issues; Use a computer for long periods of time. Perform repetitive tasks and answer repetitive questions. Compose emails and all communications including tickets, that are clear, informative and to the point; Assist citizens in the use of on-line forms and in submitting applications and documentation; Articulate client policies clearly, neutrally, and quickly; For ‘Foreign Language’ CSR’s, articulate fluently in a designated language; and Complete all other duties, as required. Understand and comply to policies/procedures set by Maximus, legislation and our clients. Comply to all regulations, policies and procedures, with minimal intervention; Learn new policies, procedures and computer applications within designated timelines; Report non-compliance of policies and procedures, regardless of the cause. Adhere to your work commitment and daily schedule. Track, update and adhere to your work schedule, meeting schedule adherence requirements; Request changes to your schedule as per process; Perform the work you are assigned within the designated targets and/or deadlines; and Report your time accurately, in the appropriate system, within the appropriate deadlines. Manage your interactions with citizens, clients and colleagues. Articulate all communications in a professional manner; De-escalate emotionally charged situations and escalate, as appropriate; Participate in meetings and collaborations with good intent Provide peer to peer support as a subject matter expert including participating through y-jacking, as required. Education and Experience High school diploma or GED Equivalent, may be subject to standardized testing; Proficiency in basic computer skills, ability to operate standard office equipment; and Call Centre experience preferred. Second language proficiency is an asset, particularly in Hindi, Punjabi, or Cantonese Understand the Principles of Call control and customer situational judgment Customer service Plain language communication Professional, pro-social inter-relations Privacy and security of personal information Additional Application Information This is posted as an In & Out of Service. This is a Fixed 30-day Term position. This is an auxiliary position working as and when required. This position is remote within British Columbia. EEO Statement Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.

Ce que vous ferez

Customer Service Representatives provide front-line support for over 120 government programs via phone, email, and SMS. They are responsible for verifying citizen information, researching inquiries using a knowledge base, and maintaining accurate documentation.

Exigences

Candidates must possess a high school diploma or GED equivalent and demonstrate proficiency in basic computer skills. Previous call center experience is preferred, along with the ability to handle repetitive tasks and maintain professional communication.

Compétences indiquées

• Gestion du temps · Souhaitée
• Service à la clientèle · Souhaitée
• Résolution de problèmes · Souhaitée
• interpersonal skills · Souhaitée
• Souci du détail · Souhaitée
• Documentation · Souhaitée
• Communication · Souhaitée
• Multi-Tasking · Souhaitée
• Saisie de données · Souhaitée
• Technical Support · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer service
• Call center operations
• Communication
• Computer literacy
• Data entry
• Problem solving
• Conflict de-escalation
• Time management
• Professionalism
• Multi-tasking
• Technical support
• Documentation
• Policy compliance
• Interpersonal skills
• Attention to detail

Domaines d’emploi

• Customer Service & Support
• Government & Public Sector
• Administrative