Client Service Agent/Contact Centre Representative *WORK LOCATION: GATINEAU (QC)*

SELECTION PROCESS CANCELLED

We regret to inform you that this job opportunity has been cancelled.

Hello,

Please note that we will be cancelling this process. We will not be staffing with this inventory anymore.

If you are interested in joining our team, please apply on our new poster : https://emploisfp-psjobs.cfp-psc.gc.ca/psrs-srfp/applicant/page1800?poster=1309449

Thank you,
CCC Staffing Team

Important messages

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

*** AMENDEDMENT TO WORK LOCATION FROM OTTAWA TO GATINEAU ***
IMPORTANT: The work location is now in Gatineau, QC

Our Client Support Centre is growing and we are looking for people, who share our values in client service excellence, respect, integrity and professionalism, to join our team.

Is client service excellence important to you? Are you someone who is dynamic, loves to learn and is willing to push yourself to the best of your abilities to better serve your clients?

1. Do you know how to build trust with a client? Our clients need to know we’re listening.
2. Do you know how to determine a client’s needs effectively? By asking the right questions, we ensure that we are truly helping our clients.
3. Does continual change excite you? In our Client Support Centre, changes happen often and they happen fast.
4. Do you thrive working in a fast paced, high volume environment?
5. Are you a great communicator? Our clients come from various backgrounds and cultures - adapting one’s approach to the conversation is essential.
6. Are you good with computers and navigating multiple systems at one time? We are known to use a multitude of tools and software on a daily basis.

We are proud of the service experience we offer to our clients. Come join our team and take pride in knowing you can make a difference.

If you think you have what it takes, check out our required experience criteria (essential qualifications) below and tell us how you meet each one. Be specific and give concrete examples (when, where and how did you obtain this experience). Answer a few of our screening questions and we’ll be in touch.

Duties

This position involves providing support in a client service contact centre and handling incoming calls from federal employees on pay and compensation related matters. This position requires the use of a headset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer screen.

Intent of the process

Although the immediate intent of this Inventory is to staff fifty (50) positions at Bilingual Imperative BBB/BBB or CBC/CBC on term basis in Gatineau (QC), applicants should be aware that this is an ongoing inventory that will be used to establish one or several pools of qualified candidates to staff similar positions with various linguistic profiles (BBB, CBC, English or French Essential) in the future in Gatineau (QC).

Positions to be filled: 60

Information you must provide

Your résumé.

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Secondary school diploma or an acceptable combination of education, training and/or experience.

Degree equivalency

EXPERIENCE:

EX1 - Experience in dealing with clients and service providers in a client-focused environment
EX2 - Experience in providing client service to both internal and external stakeholders in an office environment by telephone, in person and in writing
EX3 - Recent* Experience** in a multi-channel contact***/call centre/dispatch centre.
EX4 - Experience in using Excel, Word and Outlook programs of MS Office Suite

Recent* experience** is defined as within the last 5 years.
**Experience is defined as the depth & breadth of experience that would normally be attained over approximately a one year period.
***Multi-channel contact/call centre is defined by a call centre where phone/web/email transactions are processed.

The following will be applied / assessed at a later date (essential for the job)

Various language requirements
- English Essential
- French Essential
- Bilingual Imperative BBB/BBB
- Bilingual Imperative: CBC/CBC

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

ABILITIES:
A1 - Ability to communicate effectively in writing and orally
A2 - Ability to work under pressure

PERSONAL SUITABILITIES:
PS1 - Client Service Competency (Level 1): Provide high-quality client service
http://www.tpsgc-pwgsc.gc.ca/carrieres-careers/csc-eng.html
PS2 - Initiative
PS3 - Values and Ethics - Serving through integrity and respect
PS4 - Adaptability and Flexibility
PS5 - Conflict Management
PS6 - Working effectively with others
PS7 - Judgement/Analytical Thinking
PS8 - Dependability

The following may be applied / assessed at a later date (may be needed for the job)

EXPERIENCE:

AEX1 - Experience providing training or job shadowing;
AEX2 - Municipal/provincial/federal government work experience.

- Be willing and able to work overtime on short notice
- Must be willing and able to work in a stressful environment.

Conditions of employment

Reliability Status security clearance

- Wear a headset and be exposed to a computer screen for long periods of time
- Willing and able to work variable rotating shifts hours between 7:00AM and 7:00PM (EST) Monday to Friday for a total of 7.5 hours daily/37.5 hours per week.

Other information

ALL JOB APPLICATIONS MUST BE SUBMITTED USING THE WWW.JOBS.GC.CA WEBSITE. NO APPLICATION WILL BE ACCEPTED BY EMAIL.

Reference checks may be sought.

An interview may be administered.

A written examination may be administered.

Candidates must meet the essential qualifications to be appointed to a position

You must provide proof of your education credentials.

All written communication obtained throughout the selection process, from the time of application to close of process, will be used to evaluate the candidate.

Acknowledgment of receipt of applications will not be sent.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Our intention is to communicate with candidates via email. Candidates who apply on this selection process must include in their application a valid e-mail address and to make sure that this address is functional at all times and accepts messages from unknown users (some email systems block these types of email). It is the candidate's responsibility to provide any changes to their personal information to the contact indicated on this job advertisement.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.