Join Maximus at the Service BC Help Desk in Victoria, BC (on-site) and help residents and government agents get answers across key provincial services. This citizen-focused front-line role supports access to programs and services through a single source, using leading-edge technology and established best practices.
What you’ll do: The Service BC Help Desk Customer Service Agent (CSR) responds to public and Government Agent enquiries related to BCeID, BC Services Cards, Mobile Video Chat, PayBC, and BC Business Registries and Online Services. You will handle inbound calls, work to call handling targets, aim for first call resolution, and maintain accuracy when logging service and technical tickets. You will also remain fully compliant with FOIPPA while delivering professional support, including on calls that may become contentious.
Responsibilities
- Respond to end user and client enquiries by providing support, including troubleshooting, and escalating or delegating as defined by the incident
- Deliver first call resolution by completing Tier 1 requests while meeting or exceeding productivity targets such as AHT and TSF
- Follow Maximus, legislated, and client policies and procedures with accuracy 95% of the time to meet Quality SLR and provide excellent customer service
- Adhere to daily schedule and work commitments 95% of the time to support business goals efficiently
- Maintain respectful, collaborative, and professional interactions with callers, clients, and colleagues to support a harmonious work environment
- Complete public enquiries within 300 seconds to meet Average Speed of Answer
Requirements
- High school diploma or GED equivalent (may be subject to standardized testing)
- Proficiency in basic computer skills and the ability to use MS Office and Outlook, along with standard office equipment
- Call center experience or an equivalent background
- Understanding of privacy and security of personal information
- Knowledge of the Principles of Call Control and customer situational judgment
- Knowledge of the Principles of Customer Service and Plain language communication
- Understanding of the Principles of Professional, pro-social inter-relations
Tools You’ll Use
- MS Office, Outlook, Mobile Video Chat, PayBC, BCeID, BC Business Registries and Online Services
Work Setting and Salary
This is an auxiliary position working as and when required. For internal applicants, it will be a temporary assignment. The role is on-site in Victoria, BC.
Salary: USD 28.00 per hour (minimum and maximum listed). Minimum salary noted as $28.68.
Department Overview
Service BC is a citizen-centric front-line support service administered by Maximus Canada to help residents and visitors to the province with information on the hundreds of government programs and services. The strategic focus includes continual modernization and expanding channels so citizens can access services from a single source in the format they choose.
