Customer Service Representative, Service BC Help Desk
at Maximus

Job Description

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.

Key Responsibilities

Service BC Help Desk Customer Service Agents (CSR) spend their day answering enquiries from the general public and Government Agents who have questions related to BCeID, BC Services Cards, Mobile Video Chat, PayBC, as well as BC Business Registries and Online Services.

Our telephone system queues, monitor upwards of 750 calls per day; therefore, CSR's are expected to meet call handling targets. CSR's are required to learn and use a variety of computer applications and log service and technical tickets when appropriate which require a high level of accuracy. Service BC Help Desk Agent's also are fully compliant with FOIPPA and maintain the highest standards when dealing with business sensitive and confidential information.

As the 'Face' of Service BC Help Desk CSR's handle calls pleasantly and professionally. As calls can be contentious in nature professionalism must be maintained.

• Respond to queries in order to provide end user support. This will include troubleshooting and/or escalating/delegating to appropriate levels of support as defined by the incident.
• Provide first call resolution by actioning all Tier 1 level requests, while meeting or exceeding our productivity targets (ex. AHT and TSF)
• Understand and comply to MAXIMUS, legislated and client policies and work procedures accurately, 95% of the time to meet our Quality SLR and to provide excellent customer service
• Adhere to your work commitments and daily schedule 95% of the time so that Maximus can meet its business goal efficiently
• Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious and productive work environment
• Answer and complete public enquires within 300 seconds to meet our Average Speed of Answer

Education and Experience

• High school diploma or GED Equivalent, may be subject to Standardized testing
• Proficiency in basic computer skills, MS Office and Outlook and the ability to operate standard office equipment
• Call center experience or equivalent
• Privacy and security of personal information

• Call control and customer situational judgment
• Customer Service
• Plain language communication
• Professional, pro-social inter-relations
• Privacy and security of personal information

Knowledge, Skills and Abilities

System Use (B=Basic I=Intermediate A=Advanced E=Expert)

• MS Office: B
• Outlook: B
• Remedy: I
• Knowledge Base: A
• OneStop: I
• Service Now: I
• ID Check: B
• Sofi: I
• PayBC: B
• Bambora: B
• NRO: I
• Cisco: I
• System Admin: I
• ACBC Admin: B

Respond to queries

• Troubleshoot, document and resolve citizen issues by telephone and electronically, escalating with in procedural expectations when required.
• Work independently and as a team, find answers to questions, which include the ability to search and find the information in the knowledge Base
• Verify callers and validate the information they provide
• Answer and complete public and third party calls while achieving out targeted objectives when required
• Detail-oriented and comfortable working in a fast paced production while maintaining call control in a goal driven environment where guidelines and processes are continuously changing
• Escalate system issues
• Compose emails and that are clear, informative and to the point.
• Perform repetitive tasks and answer repetitive questions
• Use a computer for long periods of time
• Enter data at a speed of 40wpm with a 98% accuracy
• Articulate client policies clearly, neutrally and quickly

Understand and comply to polices/procedures set by MAXIMUS Canada, Legislation and our clients

• Comply to all regulations, policies and procedures, with minimal intervention
• Learn new policies, procedures and computer applications within designated timelines
• Escalate work that is beyond the level assigned
• Document notes and actions, in our systems, that are clean, objective and useful to others
• Making recommendations to appropriate departments within MAXIMUS Canada utilizing designated reporting channels
• Report non-compliance of policies and procedures, regardless of the cause
• Obtain required approvals from designated personnel

• Manage personal time with minimal impact to work time
• Track and update weekly/monthly schedule expectations, as they are relayed
• Update scheduler/supervisor with changes to your schedule as soon as you are aware of them. and with consideration of our planning needs and the BCGEU Collective Agreement
• Perform the work assigned within the designated time
• Report time accurately, in the appropriate system, within deadlines

• Articulate concerns, ideas and opinions in a professional manner
• De-escalate emotionally charged situations/calls
• Utilize pro-social skills (sharing, taking turns, manners, negotiation, problem solving, smiling, implies control, interrupting/listening, dealing with mistakes, making decisions, etc.)

• Escalate issues to the appropriate support area when required, and collaborate the resolve end-user requests in a timely manner
• Follow-up on requests and communicate solutions to the citizen when appropriate within the support cycle

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.

Minimum Salary
$52,197.60

Maximum Salary
$59,295.60