CLK 11R – Customer Service Representative

Job Information
Author pmnationtalk
Date May 5, 2019
Type Full Time
Company BC Public Service
Salary $24.3061 - $27.4511 - Annual
Location Nanaimo, BC
Category Admin / Office
Client BC Public Service
Contact Information
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CLK 11R – Customer Service Representative – (60240)

Posting Title: CLK 11R – Customer Service Representative
Position Classification: Clerk R11
Union: GEU
Location: Nanaimo, BC V9T6L8 CA (Primary)
Salary Range: $24.3061 – $27.4511 hourly
Close Date: 5/14/2019
Job Type: If and As When Needed
Temporary End Date:
Ministry/Organization: BC Public Service -> Citizens’ Services
Ministry Branch / Division: Service Delivery, Service BC
Job Summary

Customer Service Representative
Clerk 11

This posting includes a .50 Regular Part Time As and When (RPTAW) FTE AND a .75 RPTAW FTE time position at the Nanaimo Service BC office.
An eligibility list may be established for future permanent and/or temporary vacancies

Please note, each position will require its own application. DO NOT apply only on the .75 RPTAW FTE if you are also interested in the .50 RPTAW position. Each position requires its own application/qualification grid.

A multi-faceted role in a quality service environment

If you’re looking for an exciting fulltime role in a fast paced, dynamic, public service environment, this could be just the position you’re after.  As a Customer Service Representative with Service BC in Nanaimo, you will be the frontline contact in the delivery of a diverse range of clerical and administrative services.

Service BC is a core business area within the Ministry of Citizens’ Services and the provincial government’s chief provider of frontline services to the public by phone, in-person and over the internet. Service BC’s government-wide mandate is to ensure citizens; businesses and the broader public sector have convenient access to high quality, seamless government services. The Service Delivery Branch is responsible for the management and operation of Service BC’s in-person points of service, including over 60 Service BC Centres and Community Access Terminal Sites.

The role of a Customer Service Representative (CSR) is to provide this service in a broad range of programs by in-person counter service, telephone and correspondence contact. The CSR is the frontline contact in the delivery of these services.  The CSR is expected to be knowledgeable, customer service oriented, and to exhibit a high degree of tact, diplomacy and discretion.  All contacts and service delivery assignments are expected to reflect the spirit of the mission and values statement of Service BC.

Service is provided in a service quality environment which strives to complete all aspects of an information request, application filing or financial transaction as a one visit occurrence or to make arrangements for completing the client’s requirements on a follow through basis by subsequent mail, telephone, or in-person attention from the staff of the responsible ministry.  Services are provided for select provincial government programs as well as making available a variety of services on behalf of other levels of government and other public sector agencies.

While providing excellent customer service, other duties include: clerical and administrative functions, including documentation batching, calculation of fees, processing transactions, writing related correspondence and reports; and assisting with all other administrative aspects of the office.

NOTE: These are RPTAW positions. The hours of work will vary and scheduled based on operational requirements, but will average no less than the annual guarantee of 913.5 hours (for the .50 position) and 1370 hours (for the .75 RPTAW position), between April 1 and March 31 of the following year.  In the first year of employment these hours will be prorated based on start date.  Scheduled start and end times are variable from 8:00 am to 5:00 pm, Monday to Friday, dependent on operational requirements.  Further hours may be offered in addition to the annual guaranteed hours. Work schedules are provided a minimum of 14 days in advance.  Employees are required to work assigned scheduled shift.  Work schedules may be amended due to operational requirements.  If work schedules are changed with less than 14 days’ notice a prescribed scheduled time period for contact will be utilized during which employees will be contacted to work if required.

For full description of accountabilities, please review the attached job profile.

For complete details about this opportunity, including accountabilities, please refer to the attached job profile.  For specific position related enquiries, please contact .  For more information about how to create or update your profile and how to submit your application, please refer to the Job Application page on the MyHR website.   If you are still experiencing technical difficulty applying for a competition, please send an e-mail to, before the stated closing time, and we will respond as soon as possible to assist you.

NOTE: Applications will be accepted until 11:59 pm Pacific Time on the closing date of the competition.

In order to be considered for this position, your application must clearly demonstrate how you meet the education and experience as outlined below:

  • Minimum grade 12 graduation required, or equivalent
  • Four years’ clerical experience, education and/or relevant training
  • Minimum of two years’ full-time equivalent clerical experience in a high volume public facing environment (in combination with relevant training). Relevant training could include but not limited to office administration, cashier training, etc.
  • Minimum two years customer service experience, providing excellent in-person information and services to the public
    • Preference may be given to applicants who have completed a training program focused on customer service/service excellence
  • Minimum one year’s experience handling financial transactions (eg. payment processing, cash handling) from the public (achieved within the last three years)
  • Experience/training in keyboarding, word processing, and standard computer applications (ie. MS Office – Word, Excel, Outlook, Internet, standard computer applications and data bases)
  • Preference may be given to applicants who have clerical and administrative office experience in a public service sector environment

Applicants selected to move forward in the hiring process may be assessed on the Knowledge, Skills, Abilities and Competencies as outlined in the attached Job Profile located in the Additional Information section at the bottom of the posting. 

A Criminal Record Check (CRC) will be required.


Cover Letter: NO

Resume: YES – Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying. However, it may not be used for initial shortlisting purposes.

Online Questionnaire: YES – You will be required to answer a standard questionnaire.

Qualification Grid Questionnaire – YES (COMPREHENSIVE) As part of the application process, you will be prompted to complete a comprehensive online questionnaire to demonstrate how you meet the job requirements. Please ensure you email your responses to before 11:59pm of the competitions closing date.  Please indicate what position you are applying on in the ‘position applied for’ field- whether it is the .75 RPTAW or the .50 RPTAW. Each position will require its own Job Grid. If applying on both positions, please email Job Grids separately.

IMPORTANT: Comprehensive qualification grid questionnaire responses will be used to shortlist applicants against the job requirements.  Please ensure you include all relevant information about your educational accomplishments and employment history including job titles, start and end dates (month and year) of your employment, and your accountabilities and accomplishments.

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