Client Services Agent

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

*** ONLY ONLINE APPLICATIONS WILL BE ACCEPTED ***

All job applications must therefore be submitted through the jobs.gc.ca site.
To submit an application online, please select the button "Apply Online" below.

Persons who cannot apply online or persons with disabilities preventing them from applying online are asked to inform the contact persons responsible for this process and to contact 1-800-645-5605 prior to the closing date.

Candidates must clearly demonstrate in the screening questionnaire how they meet the Education and Experience criteria listed in the Essential Qualifications and Asset Qualifications if applicable.

- We can’t make any assumptions about your experience.

- Simply saying you have the required qualifications or listing your current duties is not enough.

- The depth and breadth of experience may be considered as part of the screening or selection of a candidate, which is why it is recommended you quantify your experience as well.

- The screening questions are the primary source of information the screening board may use. Your resume may only be used as a secondary source to verify information.

- Comments such as "refer to my attached résumé" will not be accepted and may result in your application being rejected.

- Do you wish to better your odds at being considered? Then use the screening questionnaire wisely, by demonstrating how you meet the Education and Experience criteria listed under “Essential Qualifications” and “Asset Qualifications” (other qualifications). Provide concrete examples by using the STAR technique, describing:
• The Situation;
• The Tasks you were required to achieve;
• The Actions you took; and
• The Results of your actions.

Again, should your examples not be concrete enough or should they contain insufficient details, unfortunately, your application will be rejected. We will not contact you to obtain further information.

Duties

The Single Point of Contact Call Centre is the first point of contact for the Canadian Criminal Real Time Identification Services (CCRTIS). We are responsible for processing and redirecting all incoming e-mail and telephone requests from internal and external clients regarding information on Certified Criminal Record Checks, associated legislation, regulations, policies and procedures.

If you are…
 Motivated, adaptable and willing to learn
 Organized and work well under pressure
 Have strong customer service skills
 Comfortable speaking with clients over the telephone over an extended period of
time

This job is for you! We strongly encourage you to submit your application for an opportunity to work within this Call Centre at the Royal Canadian Mounted Police (RCMP) !

Work environment

The position is located at the 1200 Vanier Parkway complex in Ottawa, Ontario. Onsite parking is available for a monthly fee of approximately $60.00 - $70.00. This location is also transit accessible with bus connections outside of the entrance to LRT at Hurdman and Rideau Stations and is in walking distance to the VIA Rail LRT Station.

On site, you have access to a cafeteria, a gym (the gym also offers fitness classes for a fee during lunch hour) and walking paths by the river. In addition, there is an outdoor volleyball court set up and picnic tables in a grassy/shaded area.

Intent of the process

The immediate need is to establish a pool of qualified candidates that will be used to staff CR-04 positions within a Call Centre located at the 1200 Vanier Parkway location within the RCMP in the National Capital Region on an indeterminate or specified period (including term, acting, or assignment) basis, with various linguistic profiles and an RCMP Enhanced Reliability Security clearance.

Should a Civilian Member (CM) be found qualified and selected for appointment, the appointment will not result in a change of status to the Public Service (PS) category for the CM.

(SEE OTHER INFORMATION)

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

Contact information for 3 references.

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

Successful completion of two years of secondary school or employer-approved alternatives

Degree equivalency

Experience providing service to clients.

Experience in performing general office support such as report processing, managing telephone calls, filing, data entry, photocopying, scanning and dealing with clients.

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

Experience working in a call centre

Experience working in a high volume environment

Operational Requirements:
Ability and willingness to work overtime as requested

Ability and willingness to work shifts* as requested

*The call centre is operational from 7:30am to 5:30pm Eastern (Standard) Time Monday - Friday. Agents need to be available in the office to take live calls as early as 7:30am and as late as 5:30pm on a four to six week rotational schedule.

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

Various language requirements
Bilingual Imperative BBB/BBB and English Essential

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

Ability to communicate effectively in writing
Ability to communicate effectively orally
Ability to prioritize and work under pressure

Attention to detail
Dependability
Judgement
Effective Interpersonal Skills
Client Service Oriented

Conditions of employment

Reliability Status security clearance - RCMP Enhanced Reliability Status

Ability and willingness to work shifts* as requested

*The call centre is operational from 7:30am to 5:30pm Eastern (Standard) Time Monday - Friday. Agents need to be available in the office to take live calls as early as 7:30am and as late as 5:30pm on a four to six week rotational schedule.

All applicants for positions within the Royal Canadian Mounted Police will be subject to a thorough security clearance process which includes an interview wherein questions may include (but not limited to), reference checks, previous employment, on-line activities, credit checks, alcohol and/or drug use."

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

A written exam may be administered.

An interview may be administered.

Reference checks may be sought.

A simulation/situational exercise or role play may be administered.

Volume Management strategies may be used.

We thank all those who apply. Acknowledgement of receipt of applications will not be sent. Only those selected for further consideration will be contacted.

All communication relating to this process, including email correspondence and telephone conversations, may be used in the assessment of qualifications.

You must provide proof of education credentials. If you obtained your degree outside Canada, it is your responsibility to demonstrate its equivalence, please take a look at the following link for more information: http://www.cicic.ca/383/foreign-credential-recognition.canada.

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.

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

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

Candidates from outside the federal public service will be required to pay for their own travel (including travel for assessment purposes), and may be required to pay for their own relocation expenses.

If a qualified candidate has been selected and appointed on an indeterminate basis from the established pool, they will be removed from the pool. If a candidate is selected for a specified period (including term, acting, or assignment/secondment) appointment, they will remain in the pool for future offers.

Our means of communication with applicants is via e-mail. Please ensure to include a functional e-mail address, which will accept messages from unknown users (some e-mail systems block these types of e-mails). It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required.

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, 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.