Canadian Citizen Services – Contact Centre Agent (anticipatory) at the Embassy of Canada, Washington, D.C.

4509

Canadian Citizen Services – Contact Centre Agent (anticipatory)

$46,008 USD, plus benefits

Indeterminate

This staffing process may be used to create an eligibility list of qualified candidates for this position and for similar positions with various tenures, including indeterminate, term, assignment/ transfer, emergency, and acting opportunities at the Embassy.

Assistant

LE-04

Embassy of Canada, Washington, D.C.

07-06-2021 at 23:59 UTC+1 / GMT+1

Under supervision of the Contact Centre Supervisor, the Canadian Citizen Services Contact Centre Agents in Washington, D.C. will serve as the primary day-to-day interface between the Government of Canada and Canadian citizens in the United States. The agents will be responsible for professionally answering multiple calls and emails, providing a superior level of client service and responding effectively and thoroughly to a wide variety of client issues. They are primarily responsible for handling and professionally completing calls and emails by responding to the client using the scripted responses:

• Client calls and emails may involve both routine and non-routine issues. Routine issues will be handled by the Contact Centre Agent using pre-determined script and non-routine issues will be elevated to the supervisor of CCS or to a consular official in one of thirteen offices across the United States.
• Client calls and emails will originate from individuals across the United States seeking general Government of Canada information, assistance in dealing with “distress situations”, and passport services.
• Some calls and emails may involve researching and gathering of information and making independent judgement to determine the level of urgency and appropriate response.

Candidates must demonstrate clearly how they meet the Language, Education and Experience requirements listed below.

Language:
Fluency in English and French (both oral and written). Please indicate your level of knowledge in each language in your application.

Education:
Successful completion of secondary school.

Experience:
• Experience providing front-line customer service in a retail, corporate or government setting; and
• Experience using MS office Suite.

• A College/University degree.
• The ability to work in Spanish.

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Candidates who meet the Language, Education and Experience requirements will be assessed on the following qualifications. The assessment may include: a written test, an interview, an in-basket exercise, and/or a skills test.
Knowledge:
• Knowledge of general administrative principles, such as filing, office organizational procedures, generally accepted email & phone etiquette, etc.; and
• Knowledge of and proficiency using Microsoft Office Suite.
Abilities:
• Effective oral communication in both English and French;
• Demonstrate strong writing skills, in both English and French;
• Manage multiple competing demands, organize time, and work effectively to meet deadlines;
• Effectively diagnose customer needs;
• Maintain composure when dealing with unusual situations or difficult clients; and
• Demonstrate data entry skills with accuracy and attention to detail.
Personal Suitability:
• Effective interpersonal skills;
• Sound judgement;
• Client service-orientation;
• Flexible;
• Dependable;
• Team-oriented; and
• Discretion.

• Eligibility for a Government of Canada Reliability Status which includes a criminal and credit background check;
• Independent work authorization in the United States and status in accordance with U.S. protocol directives for foreign missions (US Citizen, LPR, or specific visa categories as required by the Department of State for employment in a foreign mission); and
• Before an offer of employment can be made, candidates must provide a local address as proof of residence in the specific city, region or country so that if selected, it will appear on the offer letter.

This competition is open to applicants who are: • Persons living in the greater Washington Metropolitan area. • Employees of the Embassy of Canada in Washington, D.C. • Employees of any Canadian Mission in the United States. Relocation will not be paid in any circumstance. • Spouses and dependents of Canada-based staff (CBS) at the Embassy of Canada in Washington, D.C.

Selection Procedure:
The staffing process will consist of a review of all applications to ensure that applicants meet the essential requirements. Failure to meet any of the essential requirements eliminates candidates from further consideration in the competition. Only those applicants who meet these will be contacted by the Human Resources Section for assessment of the Rated Requirements. The assessment may include an interview, a written test and other tests that will consist of a series of questions designed to evaluate each applicant’s knowledge, abilities and personal suitability for the position. Reference checks will be sought for candidates who reach the interview stage and may form part of the selection process. Communication for this process will be sent via email. It is the responsibility of the candidates to ensure accurate contact information is provided and updated as required. Candidates who apply to this vacancy should include an email address that accepts email from unknown users and regularly check their email, including spam folder. Candidates requiring any special assistance in attending exams or interviews are requested to inform us prior.

The Embassy offers a competitive salary plus leave and health benefits package. Leave includes paid vacation, sick, and family/personal leave. Health packages covers medical, dental, disability, and retirement. Other benefits include prime work location in proximity to Metro, standard 37.5-hour work week, on-site parking, on-site gym with cardio and weight room, and on-site cafeteria. The Embassy promotes work-life balance and offers a dynamic and healthy work environment
The Embassy is committed to conducting inclusive, barrier-free selection processes. Our organization offers an inclusive workplace where respect, teamwork, and collaboration are part of our culture. Canada’s missions abroad are committed to promoting and supporting an environment free from harassment and discrimination, as well as encouraging and supporting employees to learn and develop their skills and competencies.

Method of application:
Applications will only be considered when received through our online portal.
See link below.
Please note – the closing time for accepting applications is 6 pm Eastern Time (local Washington, DC time)

Operational Requirements:
• Normal hours of work for this position are in accordance with the Terms and Conditions of Employment for Locally Engaged Staff (LES) in the United States of 37.5 hours per week. The incumbent may be required to work overtime as needed.
• Contact Centre Agents will operate on a shift schedule between the hours of 08h00 and 20h00, Monday to Friday. Agents must be available to work shifts 08h00 – 16h00 and12h00 – 20h00.
• Due to the situation with COVID 19, many employees with the Embassy are currently teleworking. As the Embassy moves through its reopening phases, and based on the requirements of the position, the incumbent may be required to work on site at the Embassy. Once the Embassy returns to normal operations, the incumbent will be expected to work from the Embassy, as required.

JD-IB_WSHDC-#752133-v1-WSHDCSOQEN-Consular-CCSLE-A1-202105.pdf