Customer Service Representative

Description:

As a Clerk 3 with Vital Statistics, you will provide efficient and effective client service by registering vital events, responding to in-person, mail, internet, and telephone requests for various vital statistics products and services including birth, death, and marriage certificates, legal changes of name and a number of more complex services mandated under the Vital Statistics Act, Marriage Act, and Change of Name Act.

Primary Accountabilities

Some of the primary accountabilities in the role include:

• Communicating with specific external and internal departments to collect and verify information to process requests.
• Providing direction, information and assistance to the key stakeholders, internal clients and other partners in response to complex incoming inquiries requiring explanation and interpretation of policies and legislative requirements.
• Composing written correspondence to respond to unique requests, respond to email inquiries and prepare routine form letters.
• Optimizing client service while handling requests of a sensitive nature with tact, and having respect for confidentiality of information contained in Vital Statistics records.
• Registering vital events such as births, deaths, marriages, and still births.
• Issuance of certificates.
• You may be responsible for highly secure inventories.
• You may also be required to perform scanning or other duties as required.

Qualifications and Experience

This may be the right opportunity for you if you have 4 years of related experience. An equivalent combination of training and experience may be acceptable.

As the qualified candidate you have strong communication (verbal and written) and exceptional interpersonal skills with previous experience in a client service environment. Attention to detail and accuracy are required for this position, and experience working with data entry is essential. Self-confidence to make appropriate decisions in work situations and the ability to analyze problems and organize work in a fast-paced environment are also required. Accuracy is critical in this area as we deal with important and very sensitive information.

You must be able to perform multiple tasks in a confident manner, have good listening skills and work cooperatively in a team setting by contributing to team goals and the goals and objectives of the Vital Statistics program.

A demonstrated desire to deliver client service in both a direct face-to-face setting and through telephone contact is essential. You have the ability to quickly grasp knowledge of the Statutes administered, be able to compose own correspondence in response to inquiries and be comfortable in a computer-based work environment, utilizing software application packages such as MS Word, MS Outlook and the Internet. You also possess excellent keyboarding skills with a high degree of accuracy and must be willing to do the job with the highest priority and be extremely flexible when these priorities are rearranged.

The following would be considered assets: Experience and/or training in handling confidential information; Working with a registry; Bilingual ability in French and English; Experience with document scanning and electronic record management.