Website Technical Safety BC
This role is responsible for answering queries, complaints and processing client requests in person, via phone and electronic media such as email/e-work and online chat etc. The Client Care Representative will process permits, prepare correspondence and fulfill client needs to ensure customer satisfaction. The Client Care Representative, will act as a liaison, provide product/services information and resolve any emerging problems that clients may face with accuracy and efficiency.
Status: Regular, Part-Time, Union (approximately 17.5 hours per week)
Location: Cranbrook, BC
Pay Rate: $25.50 – $29.53/hr
Number of openings: 1
Reports to: Business Leader, Client Care
As a Client Care Representative, you will:
- Respond promptly to inbound customer inquiries while maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Communicate with customers through various channels, including electronic mail and phone calls.
- Receive, review, and process applications for services in order to ensure that services are administered in accordance with required standards. This includes issuing permits for installation of equipment, scheduling of inspection requests, and payment processing.
- Process licensing and certification/re-certification applications and respond to applicant inquiries. Schedule and invigilate examinations for trades-persons, and update data to computer-based systems. Provide advice on license and certification requirements such as bonding, annual licensing fees, and Field Safety Representative (FSR) responsibilities.
- Support computer-based permitting system by informing and advising homeowners, tradespersons, and contractors wishing to apply for permits or make inspection requests, either in person, by phone, or on-line. This includes basic troubleshooting and coaching users, both internal and external to Technical Safety BC, and advising on remedies to ensure system effectiveness.
- Provide service-oriented information to contractors; homeowners; staff within government agencies, utilities, municipalities; and the general public on legislation, regulations, policies and procedures related to programs for multiple technologies. This can include standard advice on appropriate steps to deal with an immediate hazard or emergency in response to public inquiries.
- Receive and process installation permits, inspection requests and other single-factor tasks for clients requesting in-person assistance.
- Provide additional administrative support to department staff such as administration of office supplies, mail processing, preparation of basic correspondence, filing etc.
- Provide off-contact support (e.g. administrative and transaction processing) for the Contact Centre.
Knowledge, Skills & Experience you have:
- Flexibility and availability to work varied shifts defined by operational needs (Monday to Friday daytime hours)
- Completion of Grade 12, with some post-secondary education preferred
- Customer service experience, with contact centre background preferred
- Ability to handle high volume of phone calls
- Experience handling financial transactions in a customer service or contact centre environment
- Ability to work under general or remote supervision in a multi-tasking environment
- Ability to work independently, under pressure, and prioritize using good judgement
- Ability to deal with emotional and demanding clients in person and over the telephone
- Adherence to organizational policies and procedures
- Ability to type 40 WPM to:
- Accurately and consistently process documentation and data
- Process data input from outside sources, review for errors, research problem resolutions, and correct
- Able to compose a variety of correspondence such as emails, letters, and documents
- Ability to learn internal computer applications and enter and retrieve data accurately in a variety of information systems and data bases
- Experience using Microsoft Office applications such as Word, Excel, and Outlook
- Excellent communication skills, both verbally and in writing, in a service quality environment
- Aptitude in arithmetic calculation
- Basic knowledge of Safety Standards Act and associated policies and regulations an asset
- Second language an asset
You also align with the following competencies:
- Catalyst for change – you accept change and can modify your own behaviours when faced with change.
- Decisive Insight – you can break down problems to make decisions.
- Drive for Results – you create your own measures of excellence.
- Optimizing Resources – you understand organizational resources and put them to good use.
- Service Orientation – you take personal responsibility for providing excellent service.
- Teamwork and Cooperation – you act as an effective team player and work well with others.
Please note the availability requirements: This position requires approximately 3 weeks of full-time training to start.
About Technical Safety BC
Technical Safety BC is an independent, self-funded organization that oversees the safe installation and operation of technical systems and equipment across the province. In addition to issuing permits, licenses and certificates, we work with industry to reduce safety risks through assessment, education and outreach, enforcement, and research. Through simplification of our initiatives, we promote understanding and engagement, making safety accessible to everyone. As society changes, we create and adopt new ideas, skills, and tools that will enable us to meet the safety challenges of a highly-connected world.
We’re always looking for exceptional people to bring new ideas, fresh thinking and the motivation to help shape the safety system in B.C. We are strongly committed to fostering diversity within our community. Technical Safety BC welcomes those who would contribute to further diversifying our organization, as we are an equal opportunity employer.
Our values guide our work.
- We See Genius in Diversity
- We Foster Confidence
- We Make the Complex Simple
- We Adapt
If you are interested in this position, please apply online by the internal deadline of 4:00 PM PT April 11, 2022. This opportunity will remain posted until filled; however, priority consideration will be given to those who apply by the deadline. To see a full list of our current opportunities or to learn more about Technical Safety BC, please visit our website at technicalsafetybc.ca/careers.
Please note: Technical Safety BC has implemented a mandatory vaccine policy effective November 29, 2021. For more information, please refer to this page on our website.