CLIENT SERVICE AGENT

Update: Amendment to contact information

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

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 prior to the closing date. You may also review jobs open to the public through INFOTEL at 1-800-645-5605. The INFOTEL number for persons using a TTY/TDD is 1-800-532-9397.

Work environment

The Royal Canadian Mounted Police (RCMP) is looking for talented and skilled individuals to join our dynamic team. We offer a diverse, inclusive, respectful and healthy work environment. If you value teamwork, challenging assignments and are innovative, collaborative and value high quality service to clients, we want to hear from you!

Intent of the process

The immediate need is to staff three(3) positions on an indeterminate basis, two(2) with a linguistic profile of Bilingual Imperative BBB/BBB and one(1) English Essential with a RCMP Enhanced Reliability security clearance.

A pool of candidates may be established and may be used to staff similar positions 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 various RCMP security clearances.

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

Positions to be filled: 3

Information you must provide

Your résumé.

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

A secondary school diploma or employer-approved alternatives

Degree equivalency

Experience* working with the public in a client service environment
Experience* analyzing information.
Experience* in performing general office support, including the use of software programs such as Microsoft Word and Excel

*Experience is understood to mean the depth and breadth of the experience normally associated with having performed a broad range of various, complex related activities associated with full-time performance of duties for a period of approximately one year

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

Various language requirements
Various: Bilingual Imperative BBB/BBB and English Essential

Information on language requirements

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

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

Experience* working in a call center
Experience* interpreting and applying policies
Experience* working in a high-volume environment

*Experience is understood to mean the depth and breadth of the experience normally associated with having performed a broad range of various, complex related activities associated with full-time performance of duties for a period of approximately one year.

Ability and willingness to work overtime as requested
Ability to work in an environment that involves possible exposure to hostile phone calls or emails
Ability and willingness to work shifts* as requested

*The call center 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.

Conditions of employment

Reliability Status security clearance - Royal Canadian Mounted Police enhanced Reliability Security clearance

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.

Please note that asset qualifications, top-down and/or random selection may be used to identify which applications will be given further consideration.

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.

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

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: https://www.cicic.ca.

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.

Please identify clearly your substantive group and level and your employment status on your resume and/or application form.

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.

HOW TO APPLY:
You will be required to answer screening questions to demonstrate how you meet the Essential Qualifications (Education and all Essential Experiences).

When answering the screening questions, it is not sufficient to say that you have the required qualifications or to list your current or past responsibilities. Rather, you must provide concrete examples of tasks you have accomplished with significant details to explain the WHAT, WHEN, WHERE and HOW you acquired each qualification.

For each experience criteria, please provide the following information:

1- Name of the department or organization where the experience was acquired;
2- Title of the position occupied, group and level and the period(s) in which you performed the functions (M-Y to M-Y);
3- Specific details of tasks or projects demonstrating how the experience was acquired (Situation/Challenge, Tasks, Action and Result).

Should your responses to the screening questions contain insufficient details to demonstrate that you meet the screening criteria, your application will not be given further consideration in this process. Candidates will not be solicited for incomplete or possible missing information.

Cracking the Code on how to apply to the Public Service...Watch this before you apply!
www.youtube.com/watch?v=0GW7P3g9hhI

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.