Senior Customer Service Representative

Description:

At Service Nova Scotia and Internal Services, we impact every citizen, business and municipality and business 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. To learn more about our Department, please click on the following link:

https://beta.novascotia.ca/government/service-nova-scotia-and-internal-services/about

About Our Opportunity

Under the direction of the Supervisor/Customer Service Leader, you provide subject matter expertise to the Customer Service Representatives (CSRs) working in the walk-in and back-office service delivery location. As a member of a large team, you work in a fast paced, complex work environment. 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 the Business Registration Unit, and customer service training and experience;
• Reviewing and following up on reports and information to ensure compliance with audit and control 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 unit;
• Ensuring adherence to relevant policy and procedures.

Qualifications and Experience

You possess five years of experience in a fast-paced customer service environment (which includes a minimum of two years' experience in Business Registration Unit transaction services). 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;
• Sound knowledge of the interpretation and administration of programs administered by the division and Department (particularly those provided by the Business Registration Unit);
• The ability to deal diplomatically with members of the public while providing quality customer service in a fast-paced environment; and