Our Government client is looking for a Call Center Representative (ServiceNow, Excel (Pivot Table, VLOOKUP))
Length: 5 months contract with the possibility of extension
Location: Edmonton, Alberta (Onsite)
Hours of Work: 8:15 am to 4:30 pm with a 1 hour lunch break (36.25 hours per week/7.25 hours per day), Monday through Friday excluding holidays observed by the province
Shiftwork Requirement: Be flexible and available for the potential of 24/7 shift work - this includes and is not limited to days, evenings, weekends, provincial/federal holidays, and overnight shifts
"The start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting... or you may be asked to start sooner than the expected start date if you are able to do so !"
Please read the job description below. If this interests you, please send a MS-Word version copy of your resume (ASAP) along with a telephone contact number: E-mail to talent@teamrecruiter.com
Please mention the job title above in the subject line
The recruiter in charge of this role is San
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Requirements:
ROLE MANDATE:
An Information Officer is primarily responsible for providing courteous, timely and accurate information, along with advice to callers regarding different programs via phone call and email. These calls and emails come from Albertans seeking information, problem resolution, guidance, and referrals to other government departments and outside agencies as required on multiple lines of business.
ROLE RESPONSIBILITIES INCLUDE (but are not limited to):
Ensure client's understanding of requirements and information, to empower the client to achieve their objective, if possible
Maintain professional decorum when dealing with a variety of caller issues, behaviors, and conduct
Provide appropriate referrals to municipal, provincial, or federal government departments, agencies, associations, registries, courts, law enforcement bodies and legal counsel when the call does not pertain to the program areas assigned mandate or responsibilities
Log client contacts in ServiceNow for statistical and reporting purposes
Due to the ever-changing environment the Information Officer is responsible for anticipating program changes consistently and reacting with agility in a change heavy environment
Qualifications:
MUST HAVE SKILLS:
High School Diploma/GED
2 years of demonstrated experience with MS Office suite (Excel, Word, PowerPoint, Outlook)
2 years of experience working in a role that demonstrates customer service skills with clients, either in person or call centre: answer phone calls, responding to email enquiries, provide applicants and the public with the appropriate documents and refer callers to the appropriate areas, and forward email packages
NICE TO HAVE SKILLS:
1 year of experience creating and using advanced Excel skills such as Pivot table, VLOOKUP etc.
1 year of experience using Microsoft SharePoint
1 year of experience with ServiceNow platform
1 year of experience with using CXone
EQUIPMENT REQUIREMENTS:
For in-person work, you shall be provided with the requisite office space, computer, furniture and office supplies. The client shall continue to ensure that you have the necessary access and credentials to the Government's system.
BACKGROUND CHECK:
Prior to commencement of the Services, will have to undergo with criminal record checks
MANDATORY TRAINING COURSES:
Once hired the you will be required to complete all mandatory training which includes but not limited to Freedom of Information and Protection of Privacy Act, Security/Cybersecurity, Information Management, and Respect in the Workplace. There may also be other mandatory and/or optional training.
Please note that this is the most up to date version of job description available at this time - During Client Interview you will receive additional information - variance may apply!
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We thank all applicants for their interest. Only those who meet the qualifications will be contacted through telephone/email. You are encouraged to register with us in our database to be considered for future positions available.
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Accommodations are available upon request for all individuals with disabilities taking part in the recruitment and selection process.