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Senior Customer Service Representative (Clerk 4) – APPLY NOW

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Senior Customer Service Representative (Clerk 4) – APPLY NOW

Senior Customer Service Representative (Clerk 4)
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Competition # : 32531 
Department: Service Nova Scotia and Internal Services
Location: HALIFAX
Type of Employment: Permanent
Union Status: NSGEU – NSPG 
Closing Date: ​8/29/2021​ (Applications are accepted until 11:59 PM Atlantic Time)
About Us
Putting yourself in the shoes of customers, understanding their needs and creating a good first impression are important elements in delivering excellent customer service. We all know the power of first impressions. How people perceive us during the first few seconds of an encounter has a major influence on whether they will trust us, or want to do business with us. To create a positive first impression, we need to provide our clients with an exceptional interaction.
At Service Nova Scotia and Internal Services, we impact every citizen, business and municipality in Nova Scotia. We conduct over five million client interactions each year through the various programs and services we deliver on behalf of government. We continuously strive to make our programs and services more responsive to the needs and expectations of Nova Scotians.
About Our Opportunity
Under the direction of the Customer Service Leader, you provide subject matter expertise to Transaction Service CSRs working in the walk-in service delivery locations.  In this position, you will provide support and assistance with complex transactions and escalating customer situations.  Specific responsibilities include:
Assisting Transaction Services CSRs with complex subject matter questions encountered in providing service to customers;
Assisting Transaction Services CSRs with escalating customer service situations utilizing extensive RMV and customer service training and experience;
Reviewing reports and information associated with cash handling and inventory assigned to CSRs to ensure compliance with audit and control procedures;
Communicating with CSRs in their work area to motivate employees to achieve quality and productivity standards;
providing instruction, coaching and support as required;
providing supervisory overrides, reviewing and submitting weekly time sheets to Human Resources. 
Qualifications and Experience
You possess five years of relevant experience in a fast-paced customer service environment (which includes a minimum of two years’ experience in Registry of Motor Vehicles transaction services).  An equivalent combination of training and experience may be considered. In addition, you have:
leadership skills;
customer service orientation;
teamwork attributes;
strong interpersonal skills;
analytical and problem-solving skills;
sound knowledge of the interpretation and administration of programs administered by the division and Department (particularly Registry of Motor Vehicles);
the ability to deal diplomatically with members of the public while providing quality customer service in a fast-paced environment;
proficiency in the new Registry Motor Vehicle operating system.
Bilingual ability in French & English would be viewed as an asset for this position.
We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.
Based on the employment status and Union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click here to learn more about our various benefits offerings and eligibility criteria.
What We Offer
Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
Countless Career Paths for Nova Scotians.
Department Specific Flexible working schedules.
Pay Grade:  CL 22  
Salary Range:  $1,813.71 – $2,006.07 Bi-Weekly
Employment Equity Statement:
Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve.  The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented.  If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.
This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link:
 Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued. 
External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information. 
Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to [email protected]
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