Client Care Representative 2 Location Opportunities!

25-09 Client Care Representative 2 Location Opportunities!

The Opportunity

This role is responsible for answering queries and processing client requests in person, via phone and electronic media such as email/e-work and online chat etc. The CCR will process permits, prepare correspondence and fulfill client needs to ensure customer satisfaction. The CCR, will act as a liaison, provide product/services information and resolve any emerging problems that clients may face with accuracy and efficiency.

Status: Regular, Part-Time, Union
Number of Positions: 2
Pay Grade: 11 ($29.10 - $33.70 per hour)
Locations: Prince George & Cranbrook (hybrid work environment)
Reports to: Business Leader, Client Care

As a Client Care Representative, you will:

• Receive, review, and process applications for services in order to ensure that services are administered in accordance with required standards. This includes issuing permits for installation of equipment, scheduling of inspection requests, and payment processing.
• Process licensing and certification/re-certification applications and respond to applicant inquiries. Schedules and invigilates examinations for trades-persons, and updates data to computer based systems. Provides advice on license and certification requirements such as bonding, annual licensing fees, and Field Safety Representative (FSR) responsibilities.
• Supports computer-based permitting system by informing and advising homeowners, trades persons, and contractors wishing to apply for permits or make inspection requests, either in person, by phone, or on-line. This includes basic troubleshooting and coaching users, both internal and external to Technical Safety BC, and advising on remedies to ensure system effectiveness.
• Provides service-oriented information to contractors; homeowners; staff within government agencies, utilities, municipalities; and the general public on legislation, regulations, policies and procedures related to programs for multiple technologies. This can include standard advice on appropriate steps to deal with an immediate hazard or emergency in response to public inquiries.
• Receive and process installation permits, inspection requests and other single-factor tasks for clients requesting in person assistance.
• Provides additional administrative support to department staff such as administration of office supplies, mail processing, preparation of basic correspondence, filing etc.
• Provides off-contact support (e.g. administrative and transaction processing) for Contact Centre

Knowledge, Skills & Experience you have:

• Completion of Grade 12 required, with some postsecondary education preferred.
• Customer service experience required, with contact centre background preferred.
• Experience handling financial transactions in a customer service or contact centre environment.
• Basic knowledge of Safety Standards Act and associated policies and regulations an asset.
• Ability to work under general or remote supervision in a multi-tasking environment.
• Ability to work independently, under pressure, and prioritize using good judgement.
• Ability to deal with emotional and demanding clients in person and over the telephone.
• Adherence to organizational policies and procedures.
• Accuracy and consistency in processing documentation and data.
• Ability to process data input from outside sources, review for errors, research problem resolutions, and correct.
• Ability to learn internal computer applications and enter and retrieve data accurately in a variety of information systems and data bases.
• Able to compose a variety of correspondence such as emails, letters, and documents.
• Experience using Microsoft Office applications such as Word, Excel, and Outlook.
• Flexibility and availability to work varied shifts defined by operational needs (Monday to Friday daytime hours).
• Ability to work in a computerized environment and use common software.
• Excellent communication skills, both verbally and in writing, in a service quality environment.
• Second language an asset.
• Aptitude in arithmetic calculation

Beyond the role:

• Community & Wellness - We recognize and respect each other's diverse needs. We strive to maintain a healthy culture of psychological safety, belonging, and space to prioritize healthy minds and well-being. This includes Wellness Wednesday (meeting free time), flexible paid holidays, a free subscription to the Calm app, and a flexible hybrid work environment focused on connections. Our teams also enjoy giving back to the community, and having fun, whether volunteering in the community, or running together on our Sun Run team. In 2024, Technical Safety BC supported BC Cancer Foundation, Aboriginal Coalition to End Homelessness, Crisis Centre BC, Quest Non-Profit Grocery Markets, A Loving Spoonful, and Greater Vancouver Foodbank.
• Employee Resource Groups - We have Employee Resource Groups (ERGs) for Mental Health & Wellness, Indigenous Relations & Reconciliation, and Equity Diversity and Inclusion (EDI) to support initiatives we're passionate about.
• Learning & Development - We value giving and receiving feedback, as well as encouraging different ways for us to continuously learn as a company. This can be through lessons learned, wrap up sessions, one-on-one meetings, and team or individual courses, workshops, and conferences.
• Compensation & Benefits - In full transparency, you can find our industry-competitive compensation information on our postings.

About Technical Safety BC

At Technical Safety BC, we matter to each other. Together, we apply a systems mindset to safety, embrace possibility, and act on what we learn. Our culture empowers and enables innovation and connection. Our environment welcomes diverse perspectives and learning is celebrated. We make decisions based on data and use our expertise to make the safety system equitable for all.

Our values guide our work.

• We see genius in diversity
• We foster confidence
• We make the complex simple
• We adapt

Technical Safety BC is an independent, self-funded organization that oversees the safe installation and operation of technical systems and equipment across the province. In addition to issuing permits, licences and certificates, we work with industry to reduce safety risks through assessment, education and outreach, enforcement, and research. Through simplification of our initiatives, we promote understanding and engagement, making safety accessible to everyone. As society changes, we create and adopt new ideas, skills, and tools that will enable us to meet the safety challenges of a highly-connected world.

We see genius in diversity and are committed to creating an equitable and inclusive workforce. We recognize that diverse life paths and experiences contribute to the overall qualifications for each role. If you feel that you could excel in this position, but do not necessarily meet the formal requirements, we encourage you to apply.

If you are interested in one of our career opportunities and require accommodation or assistance with the application or recruitment process, please contact us directly at careers@technicalsafetybc.ca.

Please apply online by 9:30am PST on Friday, March 18, 2025. This opportunity will remain posted until filled; however, priority consideration will be given to those who apply by the deadline. To see a full list of our current opportunities or to learn more about working at Technical Safety BC, please visit our careers page.

We thank everyone who has applied to this opportunity. Applicants can check the status of their online applications by logging into their profile. Only those shortlisted for an interview will be contacted directly.