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Added 3 mins ago
MA
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Maximus Canada

Customer Service Representative, Service BC Help Desk

Victoria, BC, Canada

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Job details

Apply by: Oct 31, 2026
Posting language: English
Posted: Oct 1, 2026

Original job description

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.

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

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More about this job

Responsibilities

Respond to public and government-agent enquiries about Service BC programs and digital services, resolving Tier 1 issues or escalating them as appropriate. Meet call-handling, productivity, quality, schedule-adherence, and privacy requirements while providing professional and accurate support.

Requirements

A high school diploma or GED equivalent is required, along with basic computer skills, proficiency with Microsoft Office and Outlook, and the ability to use standard office equipment. Call center experience or equivalent is requested, as are sound customer-service judgment, clear communication, and careful handling of confidential information.

Skills

Customer Service
Call Handling
First-Call Resolution
Tier 1 Technical Support
Troubleshooting
Call Control
Customer Situational Judgment
Plain-Language Communication
Professional Communication
Privacy and Information Security
Ticket Logging
Accurate Data Entry
Basic Computer Skills
Microsoft Office
Microsoft Outlook
Time Management

Visa sponsorship

Not detected in the job text

Keywords

Service BC
Help Desk
Customer Service
Call Center
Tier 1 Support
End-User Support
First-Call Resolution
Troubleshooting
Incident Escalation
BCeID
BC Services Card
Mobile Video Chat
PayBC
BC Business Registries
Online Services
Microsoft Office
Microsoft Outlook
Call Handling Targets
Average Handle Time
Time to Service
Average Speed of Answer
Quality Standards
Ticket Logging
FOIPPA
Privacy and Security
Confidential Information
Plain-Language Communication
Government Services
Contact Centre Services

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