Senior Customer Service Representative (Clerk 4)

 

 

Competition # : 43700 

Department: Service Nova Scotia

Location: BRIDGEWATER

Type of Employment: Temporary

Union Status: NSGEU - NSPG 

Closing Date: ​04-Sep-24 ​ (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 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 Manager, you provide subject matter expertise to the Customer Service Representatives (CSRs) working in the walk-in and back-office service delivery location. As a member of a large team, you work in a fast paced, complex work environment. Key responsibilities include:

 

• Providing support and assistance with complex transactions and escalating customer files as required leveraging your extensive experience in the programs offered by the Registry of Motor Vehicles unit, 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, including providing instruction, coaching and support as required;
• Being accountable for oversight of the unit;
• Ensuring adherence to relevant policy and procedures.

 

Qualifications and Experience

 

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

 

• 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 those provided by the Registry of Motor Vehicles unit);
• The ability to deal diplomatically with members of the public while providing quality customer service in a fast-paced environment; and

 

Ability to speak French and or other languages 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.

 

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.

 

Additional Information

 

This is a temporary vacancy with a projected end date of Feb 28, 2025. Based on the employment status and union agreement, a Tempor