A multi-faceted role in a high volume, fast-paced quality service environment!

The BC Public Service Agency (BCPSA) provides leadership and services in people management. The PSA supports its clients in achieving their human resource goals and improves the overall effectiveness of the public service by providing human resource management policies and frameworks, as well as a variety of human resource services, products, and programs.

The HR Service Centre, HR Service Representatives, provide support to ministry clients relating to routine collective agreement interpretation and other HR matters, such as payroll, benefits, leaves, and software application support queries. This support is provided via telephone and through online service request submissions in a high-volume environment (averaging 14,000 inquiries per month) while simultaneously managing multiple software applications, computer monitors and digital resources.

Your ability to provide exceptional service to clients and resolve issues in a contact centre environment is critical to this position, as are strong verbal and written communication skills, ability to multitask, prioritize and meet deadlines. We are seeking confident individuals who can multitask with a high degree of professionalism, accuracy, and efficiency. In this position, you are the first point of contact for multiple lines of business, and as such the role is crucial for gathering the initial facts and information to allow other departments to work more efficiently. Critical thinking and good judgement are the foundations of success in this role. You will provide verbal and written correspondence services to respond to or redirect enquiries while navigating multiple computer screens and programs. You are a positive team member and can maintain confidentiality when dealing with personnel information and privacy legislation.

Job Requirements:

• Secondary school graduation or equivalent.
• 1 year of experience working in a high-volume call centre environment and/or direct customer service with heavy workloads and shifting priorities.
• Experience with computer applications such as word processing, spreadsheets, and databases.
• An equivalent combination of education and/or experience may be considered.

Preference may be given to applicants with:

• Experience with payroll process and/or benefit programs.
• Experience interpreting and advising on routine human resource policies or procedures.
• Experience performing pay calculations (e.g., substitution pay, retirements, salary etc.) and/or determining benefits eligibility.
• Coursework in human resource management.

For questions regarding this position, please contact Ronda.Watson@gov.bc.ca.

About this Position:

This position can be based out of any of the location(s) listed above.
An eligibility list may be established to fill future temporary and permanent vacancies.
This position is excluded from union membership.
Employees of the BC Public Service must be located in BC at the time of employment.

Working for the BC Public Service:

The BC Public Service is committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our citizens. Consider joining our team and being part of an innovative, inclusive and rewarding workplace.

The Indigenous Applicant Advisory Service is available to applicants that self-identify as Indigenous (First Nations, status or non-status, Métis, or Inuit) seeking work or already employed in the BC Public Service. For guidance on applying and interviewing, please contact IndigenousApplicants@gov.bc.ca or 778-405-3452.

How to Apply:

Your application must clearly demonstrate how you meet the job requirements listed above.

Cover Letter: NO - Please do not submit a cover letter as it will not be reviewed.

Resume: YES - A resume is required as part of your application, however, it may not be used for initial shortlisting purposes.

Questionnaire: YES - You will need to complete a comprehensive questionnaire to demonstrate how you meet the job requirements. 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 how you obtained your relevant experience. The questionnaire will take approximately 60 minutes to complete.

Helpful tips, videos and more regarding the application process can be found on the Your Job Application page of MyHR. If you are experiencing technical difficulty applying, e-mail BCPSA.Hiring.Centre@gov.bc.ca, before the stated closing time, and we will respond as soon as possible.

Additional Information:

A Criminal Record Check (CRC) will be required.

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 at the bottom of the posting.

Applications will be accepted until 11:00 pm Pacific Standard Time on the closing date of the competition.