Job Description & How to Apply Below
Maximus Canada collaborates with government partners to deliver a variety of citizen services, including healthcare administration, federal and provincial programs, and contact centre services across Canada. We offer eHealth solutions through our Medigent® suite of products, as well as technology consulting and business process services. We leverage our deep operational expertise, technology innovation, and digitally enabled customer engagement to deliver fast solutions.
Today, we proudly support many federal, provincial and municipal programs across the country powered by Canadians.
Globally, Maximus has operations in India, Saudi Arabia, United Arab Emirates, and the United Kingdom. Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives.
Department Overview Service BC is a citizen centric front-line support service administered by Maximus Canada to assist residents and visitors to the province with information on the hundreds of programs and services the government offers. The strategic focus of Service BC is continual modernization and channel and service expansion to ensure citizens are able to access services from a single source in the format they choose.
Service BC has leveraged industry best practices and introduced leading edge technology to become a leader in its sector. A recent recipient of the Benchmark Portal Centre of Excellence designation and winner of the 2019 Service to the Citizen Award in the international category, through the US Service to the Citizen Awards program that recognizes excellence in public service delivery.
About the Role Service BC Help Desk Customer Service Agents (CSR) spend their day answering enquiries from the general public and Government Agents who have questions related to BCeID, BC Services Cards, Mobile Video Chat, PayBC, as well as BC Business Registries and Online Services. Our telephone system queues, monitor upwards of 750 calls per day; therefore, CSR’s are expected to meet call handling targets.
CSR’s are required to learn and use a variety of computer applications and log service and technical tickets when appropriate which require a high level of accuracy.
Service BC Help Desk Agent’s also are fully compliant with FOIPPA and maintain the highest standards when dealing with business sensitive and confidential information.
As the ‘Face’ of Service BC Help Desk CSR’s handle calls pleasantly and professionally. As calls can be contentious in nature professionalism must be maintained.
What a Typical Week Looks Like Respond to queries in order to provide end user support. This will include troubleshooting and/or escalating/delegating to appropriate levels of support as defined by the incident
Provide first call resolution by actioning all Tier 1 level requests, while meeting or exceeding our productivity targets (ex. AHT and TSF)
Understand and comply to Maximus, legislated and client policies and work procedures accurately, 95% of the time to meet our Quality SLR and to provide excellent customer service
Adhere to your work commitments and daily schedule 95% of the time so that Maximus can meet its business goal efficiently
Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious and productive work environment
Answer and complete public enquires within 300 seconds to meet our Average Speed of Answer
What You Bring High school diploma or GED Equivalent, may be subject to Standardized testing
Proficiency in basic computer skills, MS Office and Outlook and the ability to operate standard office equipment
Call center experience or equivalent
Privacy and security of personal information
Understand the Principles of Call control and customer situational judgment
Privacy and security of personal information
Additional Application Information This is an auxiliary position working as and when required
For internal applicants, this will be a temporary assignment
Please note that this is an on-site position based in Victoria, BC
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