Customer Services Representative - Housing Services (Yellowknife)

Update: French language corrected under Abilities from Ability to maintain attention to detail under pressure to Capacité à maintenir le souci du détail sous pression.

Important messages

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 use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

THIS PROCESS WILL ONLY BE USED TO STAFF POSITIONS AT HOUSING SERVICES CENTER YELLOWKNIFE. NO POOL WILL BE ESTABLISHED FOR STAFFING AT OTHER LOCATIONS.

Due to the nature of the work, it is not possible to work from home. This position is full-time from the office and would require relocation to Yellowknife, Northwest Territories.

Northern Allowances

In addition to your base salary, you will receive an Isolated Post Allowance:

• approximately $12,384 – $27,390 per year (rates vary)
• Vacation Travel Assistance provided upon request once per year for each eligible member of the household.
• Please note that rates and conditions above are subject to change.
• Please see the Isolated Posts and Government Housing Directive for more information (https://www.njc-cnm.gc.ca/directive/d4/en).

We also offer Relocation Assistance:

• Applicants may be eligible for relocation assistance and may wish to review the Initial Appointees Relocation Program (https://www.canada.ca/en/treasury-board-secretariat/services/travel-relocation/addendum-initial-appointees-relocation-program.html).
• Pension & Benefits package: For more information, see: https://www.canada.ca/en/treasury-board-secretariat/topics/pension-benefits.html.

If at any point in this process or upon qualifying in this process, your Values and Ethics do not align with that of the Department of National Defence and Canadian Forces Code of Values and Ethics and Values and Ethics Code for the Public Sector, you will be eliminated from further consideration in this process.

Duties

The Customer Services Representative is responsible for providing customer service to a variety of stakeholders in order to process inquiries related to allocation of residential housing units, service, maintenance, and repairs.

Duties Include, But Are Not Limited To

• Respond to all telephone, e-mail and in person inquiries from applicants and tenants, as well as contractors, and co-workers.
• Coordinate maintenance and repair appointments when requested by technical staff, or when identified in technical reports.
• Process and assign work orders for maintenance or repair to local contractors.
• Allocate or recommend the allocation of residential housing units as well as maintain the applicant waitlist.
• Administer and action the day-to-day requirements of housing unit occupants (including complaints that require immediate attention), stakeholders, management and other staff, based on ad-hoc issues, operational needs and requests.
• Receive, verify records and produce reports on a variety of information.
• Develop and maintain spreadsheets, databases and new procedures.

Work environment

A Little Something About CFHA...

As a Special Operating Agency reporting to the Department of National Defence (DND), CFHA contributes to the quality of life of CAF members and their families through the provision of housing services, and through the responsible and sustainable management of the Department’s housing infrastructure. We are a team of 380 federal public servants who work hard to meet the needs of the Canadian Armed Forces families living in DND housing. We have close to 230 employees at our Housing Services Centres across Canada and 150 employees at our Head Office in Ottawa.

CFHA’s office in Yellowknife is a small site staffed with 5 full-time employees working together to provide essential housing services to the Canadian Armed Forces families. As a CFHA employee you will play an important role in the implementation of housing services while working with a dedicated team.

If you value new and rewarding tasks, submit your application today!

Intent of the process

The immediate need is to staff one English essential CR-05 position on an indeterminate (permanent) basis.

This process will only be used to staff positions at Housing Services Center Yellowknife, and no pool will be established for staffing at other locations.

Please note this is not a telework position. You will be required to work full time in the office.

Positions to be filled: 1

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Education

• Successful completion of two years of secondary school or an acceptable combination of education, training and/or experience (see Note).

Note

• The combination of education, training, and/or experience must always be included whenever this standard is required for staffing positions in the CR group.
• Proof of an educational credential that is higher than the education required may be acceptable.

Experience

• EX1. Experience providing customer services to clients.
• EX2. Experience dealing with difficult situations.
• EX3. Experience working in a continuously fast-paced client service environment.
• EX4. Experience using spreadsheets, word processing and email software.
• Customer Service experience may include, but is not limited to, tasks such as:
• researching information for customers
• providing information, explanation, or clarification to customers
• dealing with customer concerns
• managing phone calls, emails, and in-person customer inquiries.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

Asset Experience

• AEX1. Experience providing administrative support services (such as distributing and re-routing incoming and outgoing correspondence, organizing documentation, tracking and producing reports on the status of projects, etc.).
• AEX2. Experience working in the construction industry.
• AEX3. Experience with military personnel.

The following will be applied / assessed at a later date (essential for the job)

English essential

Information on language requirements

Abilities

• A1. Ability to maintain attention to detail under pressure.
• A2. Ability to manage multiple concurrent priorities in a high-pressure environment with constant interruptions.
• A3. Ability to problem solve.
• A4. Ability to communicate effectively in writing.
• A5. Ability to communicate effectively orally.

Personal Suitabilities

• PS1. Client service orientation
• PS2. Teamwork
• PS3. Initiative
• PS4. Dependability
• PS5. Demonstrating Integrity and Respect

The following may be applied / assessed at a later date (may be needed for the job)

Organizational Needs

• As means to support our military families and linked with the Department of National Defence priorities, consideration may first be given to the spouses or common-law partners of serving Canadian Armed Forces (CAF) members.
• The Department of National Defence is committed to creating a diverse and inclusive team that reflects Canada's population. To achieve a representative workforce, selection may be based on qualified candidates self-declaring as belonging to one or more of the designated groups: Indigenous Peoples, members of visible minorities, persons with disabilities, and women. We encourage you to indicate if you belong to any of the designated groups when you apply.

Conditions of employment

Reliability Status security clearance

Strict adherence to the Department of National Defence and Canadian Forces Code of Values and Ethics, Values and Ethics Code for the Public Sector, Directive on Conflict of Interest, and Defence Administrative Orders and Directives (DAOD) 7021-1, Conflict of Interest.

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Only applications submitted online via the jobs.gc.ca site will be accepted. To submit an application online, please select the button "Apply Online" below.

Screening questions have been built into the application process. Answers provided to the screening questions will be used to assess both education and experience. You must answer the screening questions in addition to providing a resume. For experience qualifications, your answers must include concrete examples that demonstrate how the experience was obtained. The onus is on the candidate to provide sufficient information in their answers. Additional information will not be solicited from the candidate. The resume will be used to validate the information provided through the screening questions.

Random selection and/or the application of asset criteria may be used at any step of the process.

Please note that all written communication submitted may be used to evaluate the ability to communicate effectively in writing.

A written examination may be administered. An interview may be administered. Reference checks may be sought.

Relocation expenses will be provided in accordance to the "Addendum - Initial Appointees Relocation Program": https://www.canada.ca/en/treasury-board-secretariat/services/travel-relocation/addendum-initial-appointees-relocation-program.html.

Preference

Preference will be given to veterans first and then to Canadian citizens and permanent residents, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

We thank all those who apply. Only those selected for further consideration will be contacted.