Customer Service Representative, Service BC Help Desk

Requirements

Description & Requirements

At Maximus Canada, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus Canada collaborates with government partners to deliver a variety of citizen services, including healthcare administration, federal and provincial programs, and contact centre services across Canada. We offer eHealth solutions through our Medigent® suite of products, as well as technology consulting and business process services. We leverage our deep operational expertise, technology innovation, and digitally enabled customer engagement to deliver fast solutions. Today, we proudly support many federal, provincial and municipal programs across the country powered by Canadians.

Globally, Maximus has operations in India, Saudi Arabia, United Arab Emirates, and the United Kingdom. Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives.

Maximus Canada is proud to announce it has been named one of British Columbia’s Top Employers for 2026. This recognition highlights the company’s ongoing commitment to cultivating an engaged and people centered workplace across its operations in BC and nationwide.

Department Overview

Service BC is a citizen centric front-line support service administered by Maximus Canada to assist residents and visitors to the province with information on the hundreds of programs and services the government offers. The strategic focus of Service BC is continual modernization and channel and service expansion to ensure citizens are able to access services from a single source in the format they choose. Service BC has leveraged industry best practices and introduced leading edge technology to become a leader in its sector. A recent recipient of the Benchmark Portal Centre of Excellence designation and winner of the 2019 Service to the Citizen Award in the international category, through the US Service to the Citizen Awards program that recognizes excellence in public service delivery.

About The Role

Service BC Help Desk Customer Service Agents (CSR) spend their day answering enquiries from the general public and Government Agents who have questions related to BCeID, BC Services Cards, Mobile Video Chat, PayBC, as well as BC Business Registries and Online Services. Our telephone system queues, monitor upwards of 750 calls per day; therefore, CSR’s are expected to meet call handling targets.

CSR’s are required to learn and use a variety of computer applications and log service and technical tickets when appropriate which require a high level of accuracy.

Service BC Help Desk Agent’s also are fully compliant with FOIPPA and maintain the highest standards when dealing with business sensitive and confidential information.

As the ‘Face’ of Service BC Help Desk CSR’s handle calls pleasantly and professionally. As calls can be contentious in nature professionalism must be maintained.

What a Typical Week Looks Like

• Respond to queries in order to provide end user support. This will include troubleshooting and/or escalating/delegating to appropriate levels of support as defined by the incident
• Provide first call resolution by actioning all Tier 1 level requests, while meeting or exceeding our productivity targets (ex. AHT and TSF)
• Understand and comply to Maximus, legislated and client policies and work procedures accurately, 95% of the time to meet our Quality SLR and to provide excellent customer service
• Adhere to your work commitments and daily schedule 95% of the time so that Maximus can meet its business goal efficiently
• Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious and productive work environment
• Answer and complete public enquires within 300 seconds to meet our Average Speed of Answer
  
  

What You Bring

• High school diploma or GED Equivalent, may be subject to Standardized testing
• Proficiency in basic computer skills, MS Office and Outlook and the ability to operate standard office equipment
• Call center experience or equivalent
• Privacy and security of personal information
  
  

Understand the Principles of

• Call control and customer situational judgment
• Customer Service
• Plain language communication
• Professional, pro-social inter-relations
• Privacy and security of personal information
  
  

Additional Application Information

• This is an auxiliary position working as and when required
• For internal applicants, this will be a temporary assignment
• Please note that this is an on-site position based in Victoria, BC
  
  

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If assistance is required, please contact careers@maximuscanada.ca

This posting is for 2 current, active vacancies. Automated tools, including artificial intelligence, may be used to support the screening and assessment of applications.

EEO Statement

Maximus is passionate about our employees and place their well-being at the center of our people strategy.  We are committed and proud to build a workforce that reflects the communities we serve.  We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.

Minimum Salary

$

28.68

Maximum Salary

$

28.68