Information Officer, Client Services

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

Candidates must meet all of the essential qualifications to be appointed to a position. A candidate may be appointed to a position even though they do not meet any or all of the asset qualifications or operational requirements. However, meeting these criteria is desirable and may be a deciding factor in choosing the person to be appointed.

Work environment

Employing approximately 550 people, the CRTC is an administrative tribunal dedicated to ensuring that Canadians have access to a world-class communication system. We oversee ans regulate various services that we 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.

The positions targeted by this posting are in the Communications sector of the CRTC. 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.

Intent of the process

Our immediate needs are an indeterminate position that is vacant and a one-year leave replacement.

A pool of qualified candidates will be established to staff similar positions within the Canadian Radio-television and Telecommunications Commission (CRTC) with various tenures (acting, specified period or indeterminate positions).

Positions to be filled: 2

Information you must provide

Your résumé.

A covering letter "In a cover letter, using between 300 and 500 words, tell us why customer service is important to you."

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.

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

ASSET QUALIFICATIONS - EXPERIENCE :

Experience working in a call center environment.

Experience in social media activities for an organization or a business.

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 Canadian broadcasting and telecommunications topics.

ABILITIES & SKILLS :

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

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

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

Ability to communicate effectively orally.

Ability to communicate effectively in writing.

PERSONAL SUITABILITY :

Effective interpersonal skills

Client-focused

Judgment

Assiduous

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

ORGANIZATIONAL NEEDS :

We are committed to building a diverse workforce that is inclusive and representative of the Canadian society. If you’re a woman, an Aboriginal person, a person with a disability or a member of a visible minority group and are interested in bringing in different perspectives and insights, let us know as part of your application.

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

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

Applicants must submit a cover letter that will be used to assess written communication skills. In this letter, candidates will be asked to answer the following question: tell us why customer service is important to you?

The ability to communicate effectively in writing will be evaluated by means of your cover letter.

FAILURE TO PROVIDE AN APPROPRIATE COVER LETTER WILL RESULT IN THE REJECTION OF YOUR APPLICATION. CANDIDATES WILL NOT BE SOLICITED FOR INCOMPLETE OR POSSIBLE MISSING INFORMATION.

LEAVE OR ABSENCES DURING THE SELECTION PROCESS:
It is the responsibility of the candidate to notify the Human Resources Advisor of any pre-approved leave throughout the duration of the selection process in order to facilitate scheduling of evaluations.

Candidates are advised that their interview will only be rescheduled under "exceptional circumstances", such as:

1. Medical reason with certificate
2. Pre-arranged travel with proof
3. Pre-scheduled training with proof
4. Pre-arranged exam/interview for another Government of Canada selection process with proof
5. Death in the family
6. Other exceptional reason deemed acceptable by the Selection Board (e.g. Jury Duty, etc.)

Acknowledgment of receipt of applications will not be sent; we will contact candidates when the screening process is completed.

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.

Communication for this process will be sent via email. It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required. Candidates who apply to this selection process should include an email address that accepts emails from unknown users (some email systems block these types of email).

Depending on the volume of applications received, any or all of the asset qualifications, operational requirements, and organizational needs may determine those to be given further consideration in the assessment process. Candidates may be contacted and assessed against these criteria at any time during the process.

ASSSESSMENTS:
All communication relating to this process, including email correspondence may be used in the assessment of qualifications.

A written examination will be administered.

An interview will be administered.

Reference checks will be sought.

Applications submitted by email will not be accepted. You must apply on-line through www.jobs.gc.ca. Persons with disabilities preventing them from applying on-line are asked to contact .

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.