Client Care Representative (Part time)

The Opportunity:

The Client Care Representative 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 CCR will process permits, prepare correspondence and fulfill client needs to ensure customer satisfaction. The CCR, 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
Location: Vancouver or Langley (in office 5 days a week)
Pay Grade: 11 ($29.10 - $33.70)
Number of openings: 1
Reports to: Business Leader, Client Care

Principal Accountabilities:

• 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. Schedules and invigilates examinations for trades-persons, and updates data to computer based systems. Provides advice on license and certification requirements such as bonding, annual licensing fees, and Field Safety Representative (FSR) responsibilities.
• Supports computer-based permitting system by informing and advising homeowners, trades persons, 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.
• Provides 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.
• Provides additional administrative support to department staff such as administration of office supplies, mail processing, preparation of basic correspondence, filing etc.
• Provides off-contact support (e.g. administrative and transaction processing) for Contact Centre

Knowledge, Skills & Experience

• Minimum of 1 year experience working as a Client Care Representative at Technical Safety BC
• Completion of Grade 12 required, with some postsecondary education preferred.
• Customer service experience required, with contact centre background preferred.
• Experience handling financial transactions in a customer service or contact centre environment.
• Flexibility and availability to work varied shifts defined by operational needs (Monday to Friday daytime hours).
• Required to be in our Vancouver office 5 days a week
• Basic knowledge of Safety Standards Act and associated policies and regulations an asset.
• 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.
• Accuracy and consistency in processing documentation and data.
• Ability to process data input from outside sources, review for errors, research problem resolutions, and correct.
• Ability to learn internal computer applications and enter and retrieve data accurately in a variety of information systems and data bases.
• Able to compose a variety of correspondence such as emails, letters, and documents.
• Experience using Microsoft Office applications such as Word, Excel, and Outlook.
• Excellent communication skills, both verbally and in writing, in a service quality environment.
• Second language an asset.
• Aptitude in arithmetic calculation