Contact Centre Clerk (2024)

Full-Time

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Summary of Duties:

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. 

Area of Selection:

This selection process is open to applicants legally residing in the Washington, DC metropolitan area at the time of appointment. Candidates must be legally authorized to work in the United States.

Please note that the Embassy of Canada to the United States does not sponsor work authorizations directly or indirectly.

The Government of Canada is an equal opportunities employer and welcomes applications from diverse sections of the community. Candidates will be considered based on merit. 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.

ESSENTIAL QUALIFICATIONS

Candidates will initially be screened against the Essential Qualifications relating to education, language* and experience.

Candidates must clearly demonstrate when applying to the position how they meet each of these essential qualifications.

*Language will be assessed further during the process. 

Education:

Candidates will be required to provide proof of the completion of their education.

• Successful completion of high school or equivalent.

Language:

• Advanced proficiency level in English (oral and written)
• Advanced proficiency level in French (oral and written)

Experience:

• Professional experience of at least 1 year in a client service setting, including experience interacting directly with clients.

RATED REQUIREMENTS

The Rated Requirements are part of the essential qualifications and are relating to knowledge, abilities and competencies. Methods of assessment for rated requirements may include, but are not limited to, a written examination, an oral interview (online pre-recorded/live or in-person), role-play, practical tests, presentations and/or psychometric assessment.

Knowledge:

• Knowledge of and proficiency with professional digital tools such as the Microsoft Office suite of applications.

Competencies:

• Client orientation
• Judgement and discretion
• Effective Interpersonal skills
• Reliability

Abilities:

• Ability to establish priorities and manage time effectively.

Asset Qualifications:

Preference may be given to candidates who meet the Asset Qualifications. Where applicable, candidates must clearly demonstrate how they meet any asset qualifications.

• Previous experience working in a call centre environment
• Previous experience working in a diplomatic or consular mission

Operational Requirements:

• The Canadian Citizen Services Contact Centre operates from 8am to 8pm Eastern Time.  Applicants must be available to work until 8pm regularly.
• This position requires that the employee work on-site at the Embassy of Canada with limited flexibility for remote work.

Conditions of Employment:

Conditions of employment must be met or complied with before being appointed to a particular position, and are to be maintained throughout the employment while being the incumbent of this position.

– Valid work authorization: Ability to obtain and hold a valid work authorization covering the entire employment period.

– Security screening: Obtain and maintain a Reliability Status (security level) which includes a criminal and credit background check from the Government of Canada covering the entire employment period.

Special Request from Mission / Additional Comments:

We offer a competitive salary, generous leave, 12 weeks of paid parental leave and a strong benefits package that includes medical, dental, long term disability and a retirement savings plan. Please find a summary of our benefits package and information on employment eligibility at: Jobs at our offices in the United States (international.gc.ca)

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. Canada’s strength is diversity and it has played a key role in Canada’s history and development.  Because of this, the Embassy of Canada to the United States values diversity, equity and inclusion in our workforce.

How to Apply

• You must submit your application using the “Apply online” function. Only applications submitted via VidCruiter will be considered, unless a valid reason is presented and accepted prior to the closing date.
• Do not include personal data such as; age, date of birth, gender, marital status, family status, religion or a picture in your application form, CV nor cover letter (as required). Please only include information relevant to the vacancy as requested in the job poster.
• You must clearly demonstrate in answering the screening questions how you meet the education and experience factors listed in the essential and asset qualifications. You must provide specific examples to demonstrate clearly how you meet the qualifications. Global Affairs Canada cannot make any assumptions about your studies nor experience. Simply saying you have the required qualifications or listing your current duties will not be sufficient. Instead, you must provide concrete and detailed examples that clearly explain where, when, and how you gained the experience. No additional information will be sought beyond what you submit in your online application.
• Candidates may be required to upload a CV and/or a cover letter in English or French. These documents may be used as a secondary source to validate the answers to the screening questions.
• Applications which do not include all of the requested documents or information and/or which are not received by the closing date will be rejected.
• Candidates who are unable to submit their application due to technical difficulties must report these to LES-E-Recruitment-WSHDC@international.gc.ca prior to the closing date. Failure to do so will result in the application being rejected.

Important Notes

• Only applications submitted in one of the official languages of Canada will be accepted (English or French).
• The language requirement for this position is identified under the essential qualifications (language). In consequence, the assessment process for this vacancy will be conducted in English and French.
• 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 must provide an email address that accepts email from unknown users and regularly check their email, including spam folder.
• Reference checks may be sought for candidates who succeeded all of the assessments.
• Please note that the Embassy of Canada to the United States does not reimburse any travel costs to and from interviews/exams nor does it reimburse any relocation costs.
• Before an offer of employment can be made, successful candidates must provide a local residence address as proof of residence in the specified area of selection. This information is necessary to issue a letter of offer.
• As recently announced by the Government of Canada, the Policy for Mandatory Vaccination: Canada and the Mission Network is suspended as of June 20, 2022. The Government of Canada will continue to assess the need for additional public health measures, including the possible reintroduction of a vaccination mandate at a later date.
• We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please contact us at LES-E-Recruitment-WSHDC@international.gc.ca to request specialized accommodation. All information received in relation to accommodation will be kept confidential.
• The results of this selection process may also be used to establish one or more pools of fully or partially qualified candidates for similar term, indeterminate, part-time or full-time openings at the Embassy of Canada to the United States which might arise following the completion of this selection process.
• For Canadian citizens/residents and Canadian dual nationals, please note that it is your responsibility to enquire with the Canadian Revenue Agency about any possible taxation implications linked to an employment with the Government of Canada.