Customer Service Representative, Service Bc Help

3 days ago

Victoria, United States Maximus Services, LLC Full time

**Description & Requirements**
**About Maximus**

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

**Department Summary**

Service BC is a citizen centric front-line support service administered by Maximus Canada to assist residents and visitors to the province with information on the hundreds of programs and services the government offers. The strategic focus of Service BC is continual modernization and channel and service expansion to ensure citizens are able to access services from a single source in the format they choose. Service BC has leveraged industry best practices and introduced leading edge technology to become a leader in its sector. A recent recipient of the BenchMark Portal Centre of Excellence designation and winner of the 2019 Service to the Citizen Award in the international category, through the US Service to the Citizen Awards program that recognizes excellence in public service delivery.

**Position Summary**

**Key Responsibilities**
- Respond to queries in order to provide end user support. This will include troubleshooting and/or escalating/delegating to appropriate levels of support as defined by the incident.
- Provide first call resolution by actioning all Tier 1 level requests, while meeting or exceeding our productivity targets (ex. AHT and TSF)
- Understand and comply to MAXIMUS, legislated and client policies and work procedures accurately, 95% of the time to meet our Quality SLR and to provide excellent customer service
- Adhere to your work commitments and daily schedule 95% of the time so that Maximus can meet its business goal efficiently
- Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious and productive work environment
- Answer and complete public enquires within 300 seconds to meet our Average Speed of Answer

**Knowledge, Skills and Abilities**
**System Use **(B=Basic I=Intermediate A=Advanced E=Expert)

MS Office**:B **Outlook**:B **Remedy**:I **Knowledge Base: A OneStop **:I **Service Now**:I **ID Check**:B **Sofi**:I **PayBC **:B **Bambora **:B **NRO**: I **Cisco**:I **System Admin**:I **ACBC Admin: B
- **Respond to queries**
- Troubleshoot, document and resolve citizen issues by telephone and electronically, escalating with in procedural expectations when required.
- Work independently and as a team, find answers to questions, which include the ability to search and find the information in the knowledge Base
- Verify callers and validate the information they provide
- Answer and complete public and third party calls while achieving out targeted objectives when required
- Detail-oriented and comfortable working in a fast paced production while maintaining call control in a goal driven environment where guidelines and processes are continuously changing
- Escalate system issues
- Perform repetitive tasks and answer repetitive questions
- Use a com puter for long periods of time
- Enter data at a speed of 40wpm with a 98% accuracy
- Articulate client policies clearly, neutrally and quickly
- **Understand and comply to polices/procedures set by MAXIMUS Canada, Legislation and our clients**
- Comply to all regulations, policies and procedures, with mínimal intervention
- Escalate work that is beyond the level assigned
- Document notes and actions, in our systems, that are clean, objective and useful to others
- Making recommendations to appropriate departments within MAXIMUS Canada utilizing designated reporting channels
- Report non-compliance of policies and procedures, regardless of the cause
- Obtain required approvals from designated personnel
- **Adhere to your work commitment and daily schedule**
- Manage personal time with mínimal impact to work time
- Track and update weekly/monthly schedule expectations, as they are relayed
- Update scheduler/supervisor with changes to your schedule as soon as you are aware of them. and with consideration of our planning needs and the BCGEU Collective Agreement
- Perform the work assigned within the designated time
- Report time accurately, in the appropriate system, within deadlines
- **Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmoniou s, productive work environment**
- Artic

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