CUSTOMER SERVICE REPRESENTATIVE The primary purpose of the position is to provide exceptional customer service to all ITA customers and stakeholders. The position will respond to email, phone and walk-in inquiries from apprentices, trainees, sponsors, training providers and other stakeholders and will be responsible for entering and maintaining accurate information in the apprenticeship registry as well as researching and resolving errors and omissions in training records. Multiple incumbents occupy this position and individual tasks may vary. This position may require you to work occasional (paid) overtime. The position works within the Customer Service group of the Operations team and reports to the Manager, Customer Support. The position does not have any direct reports. RESPONSIBILITIES/ACCOUNTABILITIES Respond to email, phone and walk-in inquiries from apprentices, trainees, sponsors, training providers and other stakeholders. Consistently meet or exceed established metrics. Adopt and demonstrate ITA’s Core Competencies on a daily basis. Assist with new CSR training. Enter and maintain accurate information in the apprenticeship registry (Direct Access) including: o Register apprentices and sponsors o Maintain apprentice and sponsor records o Record document assessments o Process requests for credit for prior work experience and/or technical training o Process exam and challenge applications o Process requests for work-based training hours, issue transcripts, progression letters and exam results Achieve and maintain established service levels, goals and objectives pertaining to: o Registrations o Work-based training requests o Phone calls o Emails o In-person clients Record all customer interaction: o Create a ticket in .biz for each customer interaction o Sort faxes and emails in .biz and correctly classify the ticket in order to correlate it to the correct apprentice record in DA Provide general administrative support services o Photocopy, scan and collate documents o Receive and process mail o Receive fees (cheques, cash, debit, credit) and issue receipts o Assist in UAT for Direct Access and .biz Perform other related duties and participate in special projects as assigned by Manager, Customer Support. EDUCATION/EXPERIENCE Focus on delivering exceptional customer service. Previous experience in an adult training would be advantageous as would experience with apprenticeship registry applications. Proficient experience with MS Office programs and the internet is required. Excellent command of the English language is required; knowledge of a second language is an asset. The ability to use computer applications to enter and retrieve data accurately and process information efficiently is necessary. The ability to work with clients from diverse backgrounds in a courteous, professional, and confidential manner is necessary. The ability to quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up is necessary. Strong competencies are required in the following areas: o Ability to learn and retain a large amount of complex information o Communication, both verbal and written o Problem solving o Attention to detail and accuracy o Critical analysis o Ability to deal with ambiguity o Ability to multitask o Ability to diffuse complex and tense situations o Ability to work as a supportive team member as well as demonstrate autonomy o Ability to quickly adapt to ever changing and often conflicting priorities Call center experience is an asset. A combination of education and/or sufficient experience is necessary to perform all aspects of the position successfully. COMPENSATION Salary to commensurate with experience. The ITA offers a highly competitive benefits package and perks which include: Flexible working schedule, floater days, and a 37.5 hour work week. Eligible for pension contributions. A newly renovated office space situated near the Canada Line (Richmond– Brighouse, adjacent to Richmond Centre) Access to an in-house gym and a secure bike locker. Healthy Living Program Generous Professional Development Plan Extensive Extended Health and Dental Plans that are 100% employer paid HOW TO APPLY If this sounds like you, we look forward to hearing from you! Submit your cover letter and resume by email before the closing date to [email protected] . Be sure to include “Your Name and Customer Service Representative” in the subject line, or your application may not reach the appropriate person. We kindly ask that applications be sent by email only - no fax or mail applications - and we ask for no phone calls please. Applicants will receive an emailed response confirming receipt of their resume submission. Due to the high number of applications the ITA receives, only applicants who are selected for an interview will be contacted. We sincerely thank all applicants for their interest in the ITA. ABOUT ITA Established as a crown corporation in 2004, The Industry Training Authority (ITA) leads and coordinates British Columbia’s skilled trades system. ITA works with employers, employees, industry, labour, training providers and government to issue credentials, manage apprenticeships, set program standards, and increase opportunities in the trades. We are entering an exciting phase of our organization as a result of the ITA mandate review that was made public by the B.C. government as part of a larger initiative--B.C.’s Skills for Jobs Blueprint. This initiative sees ITA as being an integral part of continuing to develop a skilled workforce that is ready to meet the challenges of our expanding industry. Our success depends on a strong team of passionate people dedicated to making a difference. Attracting and investing in outstanding talent, ITA is a customer-service focused organization with deep provincial reach and broad national influence. We strive to keep our employees challenged, support them with professional development, and recognize and reward their contributions.