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.
The Federal Public Service is stronger and most effective when we reflect the diversity of the Canadian population we serve. Employment and Social Development Canada (ESDC) is dedicated to building and promoting a diverse, equitable and inclusive workforce, representative of Canadian society. All candidates who believe they are qualified are encouraged to apply, including Black, other racialized and Indigenous peoples, women, persons with disabilities and persons of the LGBTQ2+ community.
This position supports hybrid work, offering the employee an opportunity to perform a combination of onsite and offsite work under an annually reviewed work arrangement, with the on-going objective to balance operational requirements with employee individual circumstances and work preference.
Employment and Social Development Canada (ESDC) operates under Treasury Board Secretariat’s “Direction on prescribed presence in the workplace”
(https://www.canada.ca/en/government/publicservice/staffing/direction-prescribed-presence-workplace.html).
*** IMPORTANT TO READ ***
Please note that you must answer all the questions in this application, and be thorough in your responses, as these responses will be evaluated to determine whether or not you will be considered further in this selection process. Your ability to communicate effectively in writing will be assessed through the application questionnaire.
In answering these questions, you must provide concrete, detailed examples that clearly illustrate HOW you meet the requirement. Failure to clearly explain how you meet the criteria will result in the rejection of your application.
Program Support Officers are responsible for providing prompt and accurate information to a countrywide client base. The team professionally interacts with our clients/stakeholders to provide the best possible customer experience. The main responsibilities are:
• Manage inbound calls and correspondence in a timely manner
• Identify caller needs, clarify information, research every issue, and provide solutions and/or alternatives
• Accurately document all conversations in the appropriate database in a comprehensible way
If you are highly motivated, quick learner, quality oriented, customer focused, and able to thrive in a fast paced, high volume environment this work is for you! If you possess strong communication skills, excellent customer service skills, problem-solving skills, and information gathering from various systems requiring strong computer-keyboarding skills, we want you in our team!
These positions may require the use of a headset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer screen. Work conditions require adapting to change, and managing potentially stressful situations while communicating with clients who may be upset. This is where your strong communication skills and problem-solving skills will come handy!
This selection process will be used to establish a partially qualified pool of candidates within Employment and Social Development Canada (Second Language Evaluations to be conducted at a later stage). This pool may be used to staff similar positions at the PM-02 level with various titles, various linguistic requirements, various security profiles and various tenures.
Positions to be filled: Number to be determined
Your résumé.
EDUCATION:
• Secondary school diploma or an acceptable combination of education, training and/or experience
EXPERIENCE:
• Experience in using technology (e.g. e-mail, Internet and word processing)
• Experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification
ABILITIES:
• Ability to communicate effectively in writing
• Ability to analyze and solve problems
PERSONAL SUITABILITY:
• Client focus
ASSET QUALIFICATIONS
EXPERIENCE:
• Experience working in a high volume call centre
• Experience working with the Canada Student Financial Assistance Program OR with the Canada Education Savings Program
Bilingual - Imperative (BBC/BBC)
Information on language requirements
ABILITIES:
• Ability to communicate effectively orally
PERSONAL SUITABILITY:
• Judgment
• Effective interpersonal skills
• Client focus
Employment and Social Development Canada is committed to Employment Equity (EE). In order to achieve a representative workforce, selection may be based on qualified candidates self-declaring as belonging to one or more of the following EE designated groups: Indigenous peoples, persons with disabilities, women and visible minorities. We encourage you to indicate if you belong to one or more of the designated groups by completing the EE section in your application.
Reliability Status security clearance
Work day consists of 7.5 hours a day, and the call center is open from 8:00 AM to 5:00 PM. Employees must be available to work between 9:00 AM and 5:00 PM: rotation of work hours within the call center opening hours may be required.
No work hours outside of the call center opening hours can be accommodated.
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
EVALUATION
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.
Applicants may be appointed to a position even though they do not meet one or neither of the two asset qualifications. However, meeting these criteria is desirable and may be a deciding factor in choosing the person to be appointed. In the event that there are as many applicants who meet the essential qualifications as there are vacancies, the manager may decide not to assess some or all of the asset qualifications.
COMMUNICATION
Candidates will be contacted and invited to assessments via email. It is imperative that you provide a valid email address that accepts email from unknown users (some messaging systems block these types of correspondence). Candidates are responsible for checking their emails, as well as their junk emails, regularly. In addition, you need to inform us of any changes to your contact information. If you fail to follow these recommendations, you may be eliminated from the selection process.
Acknowledgment of receipt of applications will not be sent.
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.