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Company
BC Safety Authority
Competition Number
15-30
Closing Date
April 17, 2015
Title
Client Service Representative, Regional Services – Channel 1
Status
Casual, Part Time – Until December 2015
Union
Location
New Westminster
Reports to
Team Leader, Lower Mainland and Island
Compensation
$22.21/hour to $25.70/hour
Description
Provides customer service through client interactions that require administrative, financial, and
service support associated with the issuance of permits, licences and other services provided
by the BC Safety Authority.
Channel 1 - CSR Regional Services
Provides front counter, phone, fax, email services to clients, and Regional Office administrative
support
Channel 2 - CSR Contact Centre
Provides, phone, fax, email customer service to clients, and off- contact support (e.g. scanning,
completion of processes, administrative follow up, etc. for Contact Centre)
Channel 3 - CSR Certification and Registration
Provides, phone, fax, email customer service to clients, and support specific to Certification,
Licensing, Design Registration, and Operating Permits
Principal
Accountabilities
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Requirements
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Receive, review, and process applications for customer services in order to ensure that
services are administered in accordance with required standards. This includes issuing
permits for installation of equipment, scheduling of inspection requests, and payment
processing.
Administer licensing and certification programs by assessing and verifying credentials,
scheduling and invigilating examinations for trades-persons, and updating data to computer
based systems. Provides advice on license and certification requirements such as
bonding, annual licensing fees, and Field Safety Representative (FSR) responsibilities.
Supports computer-based permitting system by informing and advising homeowners,
trades persons, and contractors wishing to apply for permits or make inspection requests,
either in person, by phone, or on-line. This includes basic troubleshooting and coaching
users, both internal and external to the BCSA, and advising on remedies to ensure system
effectiveness.
Provides service-oriented information to contractors; homeowners; staff within government
agencies, utilities, municipalities; and the general public on legislation, regulations, policies
and procedures related to programs for multiple technologies. This can include standard
advice on appropriate steps to deal with an immediate hazard or emergency in response to
public inquiries.
Provides additional administrative support to department staff such as administration of
office supplies, mail processing, preparation of basic correspondence, filing, processing of
accounts payable, accounts receivable, etc. (Channel 1)
Provides off-contact support (e.g. administrative and transaction processing) for Contact
Centre (Channel 2)
Provides transaction, administration, and documentation processing specific to
Certification, Licensing, Design Registration, and Operating Permits. (Channel 3)
Completion of Grade 12 required, with some post-secondary education preferred.
Customer service experience required, with contact centre background preferred.
Experience handling financial transactions in a customer service or contact centre
environment.
Basic knowledge of Safety Standards Act and associated policies and regulations an asset.
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Ability to work under general or remote supervision in a multi-tasking environment.
Ability to work independently, under pressure, and prioritize using good judgement.
Ability to deal with emotional and demanding clients in person and over the telephone.
Adherence to organizational policies and procedures.
Accuracy and consistency in processing documentation and data.
Ability to process data input from outside sources, review for errors, research problem
resolutions, and correct.
Ability to learn internal computer applications and enter and retrieve data accurately in a
variety of information systems and data bases.
Ability to run and analyse reports.
Able to compose a variety of correspondence such as emails, letters, and documents.
Experience using Microsoft Office applications such as Word, Excel, and Outlook.
Flexibility and availability to work varied shifts defined by operational needs (Monday to
Friday daytime hours).
Excellent communication skills, both verbally and in writing, in a service quality
environment.
Second language an asset.
Aptitude in arithmetic calculation.
Competencies
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Drive for results
Impact and Influence
Teamwork and Cooperation
Service Orientation
Developing Others
Empowering Others
Team Leadership
Catalyst for Change
Problem Solving
Strategic Orientation
Service Orientation
Working Conditions
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Physical Effort:
o Regular and sometimes sustained requirement for keyboarding, lifting paper or
lightweight office equipment.
Physical Environment:
o Typical office environment with minimal exposure to hazardous conditions. Often
extended times responding to telephone enquiries and sitting long periods while
working with computer systems
Sensory Attention:
o Attention to detail required for processing applications, verifying details, entering
data, sorting and prioritizing mail, and maintaining files.
Mental Stress:
o Some work may be repetitious or performed under reasonable deadlines. Dealing
with difficult or irate customers.
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If you are interested in applying for this position, please complete this application
procedure:
1. Copy and paste the questions (below) to your email and provide an answer to each
question.
2. Save your cover letter and resume into one document, preferably a PDF file, quoting
competition number 15-30.
3. Attach additional documents as may be required.
4. Apply Now.
Questions:
1. Do you currently work or have you previously worked for BC Safety Authority?
(Response: Yes or No). If yes, please provide your position and department.
2. Are you legally entitled to work in Canada? (Response: Yes or No).
3. If you are on a work or study permit, please provide the expiry date.
4. Have you completed Grade 12? (Response: Yes or No).
5. What post-secondary education have you taken and at what level, if any?
6. Do you have customer service experience? (Response: Yes or No).
7. Have you worked in a contact centre environment? (Response: Yes or No).
8. Do you have an experience handling financial transactions in a customer service or
contact centre environment? (Response: Yes or No).
9. Do you have basic knowledge of Safety Standards Act and associated policies and
regulations? (Response: Yes or No).
10. Do you have an experience using Microsoft Office applications such as Word, Excel,
and Outlook? (Response: Yes or No).
11. Are you available to work varied shifts defined by operational needs (Monday to Friday
daytime hours)? (Response: Yes or No).
Thank you.