Client Services Agent

Tenure:

Term

Duration: 1 year

Language Requirements: Bilingual Imperative CBC/CBC

Work Arrangements:While the official location of work for this position will be an NRC facility within Canada, the option of an offsite or a hybrid work arrangement (a combination of working onsite and offsite) may be possible.

Assignments and secondments may be considered according to NRC's policies.

Discover the possible

Anything is possible at the National Research Council (NRC), recently named one of Canada’s 2025 Top Employers for Young People, a 2025 Top Employer in the National Capital Region and Forbes Canada’s Best Employers!

As Canada’s leading research and technology organization, our world-renowned research pushes the boundaries of science and engineering to make the impossible, possible. Every day we explore new ideas through innovative research and help companies discover possibilities that impact Canada’s future and the world.

At the NRC, you’ll also discover new possibilities. Our supportive workplace fosters a culture of creativity, welcoming fresh perspectives and innovation at all levels. We value teamwork. You’ll collaborate across multiple fields and with the brightest minds to find creative solutions. Most importantly, you’ll discover what’s possible within you as you grow, make valuable contributions and progress in your professional journey. From ground-breaking discoveries to a life-changing career, discover your possible at the NRC.

The Role

We are looking for a Client Services Agent to support our Chief Information Officer Branch. The Client Services Agent would be someone who shares our core values of Integrity, Excellence, Respect and Creativity.

Attention Contact Centre Professionals! Do you have a recognized background of success in a Client Service Delivery field? Are you passionate about finding and sharing solutions? Can you adjust your approach to the personality of the person you need to help? If this is you, read on.

Great attitude & Client Delivery Service skills are what make you the right person to be part of a team that provide exact and timely answers to all enquiries; follow up all pending issues and resolve them; provide exceptional customer service at all times; liaise with internal as well as external departments to provide professional outcomes for customers.

Reporting to the supervisor of Support Services for the Client Services Centre, the Client Services Agent is the primary point of contact for clients seeking information associated to the criteria and eligibility for IRAP programs, and is also responsible for responding to requests and enquiries received via telephone and e-mail in support of the National Research Council Call Centre mandate.

Consequently, the Client Services Agents need to be available to work a rotating shift schedule (7:30am – 7:30pm ET) to ensure that we have full coverage.

You must have a consultative nature, a strong team spirit and the ability to think and react quickly when put on the spot.

Screening Criteria

Applicants must demonstrate within the content of their application that they meet the following screening criteria in order to be given further consideration as candidates:

Education

Successful completion of secondary school according to provincial standards.

Asset: Client Service Delivery Training

For information on certificates and diplomas issued abroad, please see Degree equivalency

Experience

• Experience in delivering professional client support services.
• Experience collecting clients’ information and data entry.
• Experience with MS Office suite products such as Word, Excel and Outlook.

Assets:

• Experience in a call centre
• Proficiency in using a client management system

Condition of Employment

Reliability Status
For a Reliability Status, verification of background information over a period of 5 years is required.

Must be available to work on alternating shifts, including some evenings (7:30am – 7:30pm ET).

Language Requirements

Bilingual Imperative CBC/CBC

Information on language requirements and self-assessment tests

Assessment Criteria

Candidates will be assessed on the basis of the following criteria:

Technical Competencies

• Knowledge of client management systems.
• Ability to provide information, explain processes and respond to queries.
• Ability to use Microsoft Office Suite (Outlook, Word and Excel).
• Ability to collect and capture specific information data.
• Ability to simultaneously listen, speak and accurately capture the information for data input.
• Ability to effectively manage competing priorities as well as delivering high quality services to clients.

Behavioural Competencies

• Management services - Client focus (Level 1)
• Management services - Communication (Level 1)
• Management services - Initiative (Level 1)
• Management services - Results orientation (Level 1)
• Management services - Teamwork (Level 1)

Competency Profile(s)

For this position, the NRC will evaluate candidates using the following competency profile: Management Services

View all competency profiles

Compensation

From $58,442 to $74,316 per annum.

In addition, the incumbent will receive the Bilingualism Bonus of $800 per year.

NRC employees enjoy a wide-range of competitive benefits including a robust pension plan, comprehensive health and dental coverage, disability and life insurance, office closure at the end of December, and additional supports to enhance your well-being throughout your career and beyond.