Job Summary

In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Manager, Employee Records and Benefits (ERB), and under the work direction of the Team Coordinator, the Customer Service Representative (CSR) provides customer service support to internal and external customers through phone, fax, email, and/or the internal ticketing application within the Customer Contact Centre team. The CSR is the first point of contact and is expected to demonstrate professionalism, composure, compassion, and diplomacy when resolving customer inquiries. The CSR records and assigns inquires when support is required from other teams within Employee Services and provides timely resolutions for all other inquiries. The CSR also performs a variety of educational and support related duties to various customers.

Duties/Accountabilities

Respond to internal and external customers with accuracy through various communication platforms including phone, fax, email and/or the internal ticketing application. Uses expertise to interpret and apply legislation, regulation, policy, procedures, and plan rules; takes appropriate action to resolve issues and follow-up in a timely fashion. Provides a consistent high quality customer experience by assessing customer’s needs and determining an appropriate course of action using sound judgment, benefit, and record administration expertise with a customer centric and empathy mindset. Provides high quality service in accordance with documented service level agreements (i.e., speed to answer calls, call, and ticket handling targets etc.) and inquiries accurately documented in internal ticketing application. Assigns inquiries when support is required from other teams within Employee Services. Provides support and education to identified and approved users to submit accurate requisitions and forms. Other related duties as assigned.

Qualifications

A level of education, training, and experience equivalent to high school graduation, supplemented by relevant post-secondary course work in an appropriate discipline such as Customer Service, Business Administration, or Administrative/Office Systems and a minimum of two (2) years recent related experience in a customer service environment. Experience working in a fast-paced, call center setting is an asset.