Information Officer, Client Services (Anticipatory)

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

Work environment

We are looking for dynamic and motivated individuals, interested in interacting with the general public, to join our Client Services team at the CRTC.

We respond to inquiries and complaints about Canada’s communication system in a convivial and collaborative environment. Our dedicated and knowledgeable staff uses digital approaches and multiple channels of communication, including self-serve (Website), assisted self-serve (Chat, Twitter and Facebook), along with more traditional channels, such as email, telephone, TTY and mail.

We offer a dynamic and exciting work environment. You will be involved in a wide range of important issues, working closely with talented colleagues from the CRTC. Families are also important to us. While work can be busy at times, we encourage our employees to maintain a healthy work/life balance.

Employing approximately 450 people, the CRTC is an administrative tribunal dedicated to ensuring that Canadians have access to a world-class communication system. We oversee and regulate various services that we all rely on. For example, we work to encourage and enhance competition in telecommunications services, such as Internet broadband and mobile phone. We promote Canadian culture and the development of compelling and diverse content by and for Canadians through the licensing of TV and radio services. We also work to reduce spam, unsolicited telecommunications and other nuisance communications.

Intent of the process

Anticipatory Staffing. A pool of partially qualified candidates may be established through this process to staff similar or identical positions, with various tenures (indeterminate, specified period ), as well as various linguistic or security requirements or profiles.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

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

Education and/or Occupation Certification:

• Degree from a recognized post-secondary institution OR an acceptable combination of education, training and/or experience.

Degree equivalency

Experience:

• Experience responding to complaints, questions or inquiries from the general public.

• Experience in researching, analyzing, interpreting or summarizing information.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

ASSET QUALIFICATIONS:

• Experience working in a call center environment.

• Experience interacting with the general public within a chat function or on other digital platforms, such as Facebook, Twitter or others.

• Experience working within a production based office environment (high volume intake and output, as well as established production targets).

• Experience in creating or updating information in a database system.

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

Bilingual - Imperative (CCC/CCC)

Information on language requirements

Knowledge:

• Knowledge of current issues and of their impact on the Canadian Radio-television and Telecommunications Commission (CRTC).

Abilities & Skills:

• Ability to understand and summarize a complaint, question or comment.

• Ability to work effectively under pressure, to analyze priorities and to take necessary actions to meet objectives within tight deadlines.

• Ability to respond to an inquiry or complaint from a difficult client.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

Personal Suitability:

• Effective interpersonal skills

• Client-focused

• Judgment

• Dependability

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

ORGANIZATIONAL NEEDS:

To have a skilled and diversified workforce representative of the population we serve by encouraging the hiring of candidates self-identifying as belonging to an employment equity group such as: Women Aboriginal people, persons with disabilities or members of visible minorities.

OPERATIONAL REQUIREMENTS:

• Willingness and ability to work from 8:30 a.m. to 4:30 p.m.

• Willingness and availability to work overtime on short notice.

Conditions of employment

CONDITIONS OF EMPLOYMENT:

• Reliability Status

• Willing to be listened to and/or recorded for training purposes and/or performance assessment.

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

ASSESSMENT:

- You must meet all essential qualifications in order to be appointed to the position. That means it is your responsibility to make it clear to anyone reading your application that you meet each of these essential qualifications set out. 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.

- Candidates may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed.

- A written examination may be administered.
- An interview may be administered.
- Reference checks may be performed.

OFFICIAL LANGUAGES:

- 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.

PROOF OF EDUCATION CREDENTIALS:

- You must provide proof of your education credentials.

COMMUNICATION:

- Candidates who apply on this selection process must include in their application a valid email address and make sure that this address is functional at all times and accepts messages from unknown users (some e-mail systems block these types of email). If you need to update your valid e-mail address after the screening phase, you must contact Human Resources at this email address: . Acknowledgment of receipt of applications will not be sent; we will contact candidates, via the system, when the screening process is completed.

TO APPLY:

- We will accept applications ON-LINE ONLY. All job applications must therefore be submitted through the Public Service Resourcing System. To submit an application on-line, please click on the button "Apply Now" below.

Preference

Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

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