Looking for a new challenge? Become a Citizen Services Officer!

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

Here is a great career opportunity within the government. Do you recognize yourself?

o You possess an advanced level of written and oral communication in both official languages.;
o You have a high level of interpersonal skills, but prefer indirect contacts;
o Have a good sense of initiative and are resourceful;
o And still have access to the team expertise when you need it;
o You would like to have access to competitive working benefits
o You enjoy being in a dynamic work environment located in downtown Montreal, close to metro, daycare and shopping center. Including access to a beautiful terrace during your breaks

Duties

We are looking for agents that have patience, empathy and value attention to detail. Excellent communication, customer service and problem-solving skills are required.

With each call, you will help Canadian citizens answer their questions concerning their passports. Like a superhero in the dark, be prepared to face sometimes complex demands, tricky situations and interact with a wide range of clients; Canadians from across the country and around the world.

Why?

• Inform and explain the Passport Program policies and procedures;
• Help with new passport request;
• Inform the status of the request.

How?

• Engage in active listening;
• Make the necessary checks through an information system before accessing any file;
• Update citizens' files and leave concise notes;
• Offer impeccable customer service while following established procedures and guidelines.

Work environment

The Passport call centre is a dynamic work environment that will appeal to those who aspire to work for the federal government.

This position requires the use of a headset at all times. Being always on the phone, the work takes place in an environment where there is background noise and constant exposure to a computer screen. Service Canada is committed to providing a modern work environment. The workstations are equipped with furniture allowing for work to be done while sitting or standing.

Working conditions require the ability to adapt to change, manage stress and deal with a variety of clients.

Are you interested in this challenge? You could be the ideal candidate for the position!

Intent of the process

Following this process, a pool of qualified candidates will be created to fill full time and part-time positions for a term, indeterminate or casual period at the Montreal call center. Please note that the pool could be used to staff similar or alike positions within Service Canada - Quebec Region on the Island of Montreal. The duration of the opportunity, language profile, location or level of the security clearance may vary depending on the position to be filled and the operational requirements.

Applicants are encouraged to apply ONLY if they are willing and able to work on the Island of Montreal.

No cover letter is requested. However, to be able to evaluate you in our process, please answer the screening questions and explicitly demonstrate how you meet the requirements for this role as well as for the essential and asset qualifications providing concrete and specific examples that relate directly to the required experience.

• Please write complete sentences for all examples.
• Indicate the date (s) (from mm/yy to mm/yy), the place where the example took place, specify the context, what you did and how, your role in the situation and the result obtained.
• The statement “See C.V.” will not be accepted.
• IMPORTANT: Your answers to the screening questions will be used to assess written communication.

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

ED1 - Secondary school diploma or employer-approved alternatives:

• Satisfactory score on the PSC test approved as an alternative to a secondary school diploma; or
• An acceptable combination of education, training and/or experience.

Degree equivalency

EXPERIENCE

EX1 - Significant* experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification.

EX2 - Significant* experience in using various computer software for example: word processing, spreadsheets, internet navigation, and e-mail.

* "Significant" refers to an experience acquired over a period of approximately six (6) months or more.

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

Bilingual - Imperative (BBC/BBC)
OFFICIAL LANGUAGE COMPETENCY

We are looking for agents with excellent communication skills in both official languages.

Bilingual - Imperative B B C* / B B C*

* Please note that Level C is an advanced level ability to communicate orally in both official languages. Please be aware of the criteria the Public Service of Canada met for the Level C oral proficiency test: https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service/second-language-evaluation-oral/the-test.html

IMPORTANT - Once the screening is complete, you may be invited to complete the Second Language Oral Proficiency Test. You may be contacted at any time during the process, based on the Public Service Commission of Canada’s availability. Note that a time slot may be assigned to you on short notice.

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 AND PERSONAL SUITABILITY

C1 - Communication (oral)
C2 - Communication (written)
C3 - Client Focus
C4 - Verification and Accuracy
C5 - Thinking skills
C6 - Diagnostic Information Gathering
C7 – Reliability

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

EXPERIENCE

AE1 – Recent and Significant* experience in working as a call centre agent.

* "Recent and Significant" refers to an experience acquired over a period of approximately six (6) months or more within the last 3 years.

PERSONAL SUITABILITY

AQ1 – Initiative

ORGANIZATIONAL NEEDS

At Employment and Social Development Canada, diversity is our strength. 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.

If you’re a woman, an Aboriginal person, a person with a disability or a visible minority and are interested in bringing in different perspectives and insights, let us know by completing the Employment Equity (EE) section in your application. Appointments of members of these EE groups could be made to ensure our workforce is inclusive and representative of the Canadian public we serve.

For the purpose of establishing a representative workforce, the selection could be limited to candidates who have voluntarily declared (at the time of application) to be:
 member of a visible minority group
 Aboriginal
 people with disabilities
 woman

OPERATIONAL REQUIREMENTS

• Able to work outside of regular hours on varying schedules, depending on operational needs, which could vary between 7:30 am and 8:15 pm.
• Be available to work overtime if required.

Conditions of employment

Reliability Status security clearance

OTHER CONDITIONS OF EMPLOYMENT

• Consent to travel for training if required.

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

Assessments will take place during the day, evening or during weekends. Throughout the selection process, it is your responsibility to make yourself available for all testing and interview dates for which you will be invited.

Various assessment tools could be used to evaluate applicants (written tests, interview and/or references).

Please note that the assessments will only be rescheduled under exceptional circumstances with supporting evidence (e.g. medical reason with doctor’s certificate, death in the immediate family, pre-approved travel plans, religious reason, and participation in an assessment for another selection at the same time). Failure to attend the assessments without good reason will be construed as a withdrawal from the appointment process.

To be able to manage the number of applicants in this selection process, our management may choose to use a top-down selection, random selection, or any other additional qualifications as outlined in the statement of merit criteria, in order to determine the number of candidates who will go through the following phase of the assessment.

Candidates from outside the federal public service must pay their travel expenses (including travel expenses for evaluation).

Questions regarding travel and relocation : https://www.canada.ca/en/treasury-board-secretariat/topics/travel-relocation.html

All communications will be by email. Candidates are responsible for providing accurate and up-to-date contact information. Applicants are strongly encouraged to check their email inbox on a regular basis.

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.