The Customer Support Advisor contributes towards an effective service support function. The incumbent engages stakeholders to deliver exceptional customer assistance, providing timely support and offering high-quality service solutions to resolve inquiries effectively.

The Customer Support Advisor is located in the WAVES (Work-related Aggression and Violence Employee Supports) branch within the Employee Safety and Wellbeing Division (ESWD).

The WAVES branch is made up of 3 teams, with the Customer Support Advisor supporting functions across all 3.

• Support the WAVES branch daily administration duties, including managing a shared branch inbox and phone line
• WAVES triaging, referrals and escalation coordination
• Strong case management and record keeping practices including in matters than may be subject to legal proceedings or FOI requests
• Responding to information and advice requests by phone or email, including direct contact from schools and referrals from region
• Financial tasks such as processing reimbursements, invoicing and expense reimbursements where required
• Supporting the implementation of key branch priorities including legisla tive and policy reform, development of resources and guidance for schools and communications to schools on WAVES support services.
• Stakeholder consultation and communication, maintaining and improving stakeholder relationships to support the work of WAVES within the division and with key external stakeholders, including through Secretariat functions for key meetings
• Using strong writing skills, develop papers, financial reports and other written collateral to support the aims of the division.

Attributes

• Highly desirable: Proficiency in Microsoft Office Suite and/or other service case management systems and a willingness to learn and adapt to new technologies, including financial systems.
• Proven ability to deliver exceptional service consistently, exceeding customer expectations in a dynamic environment.
• Exceptional communication skills, both written and verbal, with a commitment to active listening and clear articulation.
• Strong teamwork and interpersonal skills, to create a collaborative and supportive environment.

Posted