Senior Customer Service Representative

Description:

At Service Nova Scotia, we impact every citizen, business and municipality in Nova Scotia. Our mandate is to design and deliver programs and services to meet the needs of our clients and the public good through a culture of excellence. Service Nova Scotia’s vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.

Do you care deeply, genuinely and passionately about customer service? Do you have great communication and interpersonal skills and enjoy working with the public? Are you able to effectively manage difficult client engagements? If you have answered yes to these questions, we would love to talk to you!

About Our Opportunity

Under the direction of the Vital Statistics Customer Service Leader, you provide subject matter expertise to the Registration Unit Customer Service Representatives working in the walk-in and back-office service delivery location. As a member of a team, you work in a process driven, complex work environment where attention to detail and confidentiality are critical.

Key responsibilities include:

• Providing support and assistance with complex transactions and escalating customer files as required, leveraging your extensive experience in the programs offered by Vital Statistics, and customer service training and experience;
• Reviewing and following up on reports and information to ensure compliance with legislation and procedures;
• Communicating with and motivating employees to achieve quality and productivity standards, including providing instruction, coaching and support as required;
• Being accountable for oversight of the Registration Unit, ensuring performance targets are met, service level targets are met, and leadership is routinely updated;
• Preparing and implementing training plans as required, ensuring new hires are trained and onboarded in a timely manner;
• Ensuring the strictest adherence to confidentiality among the team and a high level of accuracy and attention to detail is exhibited by staff; and
• Ensuring adherence to relevant policy and procedures.

Qualifications and Experience

You possess five years of experience in a customer service environment and a minimum of two years of experience in Vital Statistics, ideally Registrations. An equivalent combination of training and experience may be considered. In addition, you possess:

• Leadership skills;
• Customer service orientation;
• Teamwork attributes;
• Strong interpersonal skills;
• Analytical and problem-solving skills;
• Exceptional attention to detail and ability to multitask;
• Sound knowledge of the interpretation and administration of programs administered by Vital Statistics and the Department; and
• The ability to deal diplomatically with members of the public while providing quality customer service in a fast-paced environment.