Client Service Representative

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

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.

Work environment

Canada is surrounded by the Arctic, Atlantic and Pacific Oceans and is home to the Great Lakes, which translates to one of the world's most valuable commercial fishing industries, worth more than CDN $8 billion a year. Canada exports an estimated 80%, by value, of its fish and seafood production.

In June 2011, Fisheries and Oceans Canada opened the Catch Certification Program's Operations Centre to support Canadian exporters of fish and seafood products affected by the European Union (EU) regulation establishing measures to address illegal, unreported and unregulated (IUU) fishing. The Operations Centre has since expanded to meet the client service needs of several other Fisheries and Oceans Canada programs.

In addition to the Catch Certification Program, the Operations Centre provides services for the following:
• Client support services to Canadian fish harvesters for online licensing.
• Permitting services to Canadians wishing to export products derived from marine species listed under CITES (Convention on International Trade in Endangered Species).
• Services to exporters using the eBCD (Electronic Bluefin Tuna Catch Document) system.
• Services to Canadians requiring CCAMLR (Convention for the Conservation of Antarctic Marine Living Resources) catch documents to import or export Patagonian toothfish.

Providing client services to the fish and seafood industry often requires quick problem-solving skills to ensure that all products exported are accompanied by the proper documentation and to ensure Canadian exporters are able to meet their trade deadlines. The Operations Centre has various service standards to ensure that all exports conform to international regulations and to minimize the risk of products being detained.

Fisheries operate 24/7 and we provide service to the fish and seafood industry 362 days of the year. Consequently, candidates must be willing to accept shift work and work occasionally on weekends and holidays. Positions being staffed through this process will be on rotating shifts between 7:00 AM EST and 8:00 PM EST.

Client Service Representatives use internet based, virtual contact solutions to provide customer support to Canadians as well as multiple databases to conduct verifications. The Catch Certification Program Operations Centre is located in Tignish, Prince Edward Island, and employees working in any other location may be required to travel to the Operations Centre 1-2 times per year.

The Operations Centre is looking for candidates that are focused on client services and who want to become part of a dynamic team. Client Service Representatives work in a communications center environment where they provide client support related to multiple Fisheries and Oceans Programs. The work environment will be attractive to people who are: highly motivated; eager for opportunities to learn; quality-oriented; customer focused; able to thrive in a fast-paced, high-volume environment.

Intent of the process

This is an anticipatory selection process.

The intent of this process is to create a pool of qualified candidates that will be used to fill positions with various language requirements (e.g. English essential, bilingual BBB/BBB), tenures and security requirements within Fisheries and Oceans Canada.

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:
• A secondary school diploma or employer-approved alternatives*.

*The employer-approved alternatives to a secondary school diploma are:
○ A satisfactory score on the Public Service Commission test approved as an alternative to a secondary school diploma; or
○ An acceptable combination of education, training and/or experience.

Degree equivalency

► EXPERIENCE:
• Experience in using the following computer software: word processing, spreadsheets, internet navigation, and e-mail.
• Experience in providing services in a client service environment, which involves exchanging and explaining information by phone and email, and responding to questions.
• Experience in gathering and analyzing information.

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

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ASSET QUALIFICATIONS
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►EDUCATION:
• Certificate/Degree from a post-secondary institute in a discipline related to the position (Such as: Business Administration, Natural Resource Management, International Studies, Client Service Management).

Degree equivalency

►EXPERIENCE:
• Experience in the interpretation and application of Fishery Regulations.
• Experience in the interpretation and application of licensing or certification requirements.
• Experience providing client services to meet licensing, certification or export requirements.
• Experience working in a call centre environment.

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

Various language requirements
○ English essential
○ Bilingual (BBB/BBB)

*Please refer to the website below to obtain more information about second language evaluations in the public service, and what a BBB/BBB language profile means:

Information on language requirements

►ABILITIES:
• Ability to plan, organize and prioritize workload in order to meet deadlines.
• Ability to verify information to ensure completeness and accuracy.
• Ability to communicate effectively orally.
• Ability to communicate effectively in writing.

►PERSONAL SUITABILITY:
• Client Service Orientation
• Attention to detail
• Effective interpersonal relations
• Judgment
• Problem solving
• Dependability

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

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OPERATIONAL REQUIREMENTS
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• Willing and able to travel occasionally and within Canada.
• Willing and able to work on shifts and outside core hours, including evenings, weekends and on Statutory Holidays.
• Willing and able to work overtime, as required.

Conditions of employment

• Reliability Status security clearance.

• Willing and able to work on rotating shifts between 7:00 AM EST and 8:00 PM EST.

• All employees of the core public administration are required to be fully vaccinated against COVID-19 and attest to their vaccination status unless accommodated based on a medical contraindication, religion, or another prohibited ground for discrimination as defined under the Canadian Human Rights Act.

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

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ASSESSMENT
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• A written examination will be administered.
• An interview will be administered.
• Reference checks will be sought.
• All communication relating to this process, including email correspondence may be used in the assessment of qualifications.
• Proof of education will be required.

LEAVE/ABSENCES DURING THIS SELECTION PROCESS: It is the responsibility of the candidate to notify the contact person of any pre-approved leave throughout the duration of the process in order to facilitate scheduling of evaluations. One (1) alternate date will be possible only if requested for the following reasons: 1) Medical reasons with doctor’s certificate 2) Death in your immediate family 3) Confirmation of pre-approved travel plans or training plans 4) Religious reasons or another reason that is considered reasonable by the assessment committee.

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

Official language proficiency: due to its unique character, this essential qualification could be assessed and required solely upon appointment. It is therefore the candidate’s responsibility to inform the person in charge of the selection process if he/she obtains the linguistic requirements after the pool has been established. Also, a person who initially failed linguistic testing could be introduced into the pool of qualified candidates during the pool’s validity period if he/she is assessed again through another selection process or following linguistic training.

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COMMUNICATION
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It is the candidate’s responsibility to inform the Departmental contact involved in this selection process of any change of contact information during the selection process and during the validity period of the pool.

Candidates must provide a valid email address as communication for this process will be conducted by email.

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

Please note that achieving the pass mark on any of the assessments used does not mean you will move forward in the selection process. Management may decide to use a score that is higher than the pass mark on any of the evaluations used throughout the selection process. Management may also decide to use top-down selection at any stage of the process.

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COVID-19
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On October 6, 2021, the Government of Canada announced details of its plans to require vaccination across the federal public service. As per the new Policy on COVID-19 Vaccination for the Core Public Administration Including the Royal Canadian Mounted Police, federal public servants in the Core Public Administration and members of the RCMP must attest to their vaccination status. The requirement for employees to be fully vaccinated applies whether they are teleworking, working remotely or working on-site. This is a condition of employment and it applies to indeterminate (permanent), determinate (term), casual, and student hiring. Should you reach the point in the selection process where it is necessary to verify terms and conditions of employment then the hiring manager or a human resources representative will contact you in order to complete an attestation.

Preference

Preference will be given to veterans first and then to Canadian citizens and permanent residents, 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.