Client Services Agent

Discover the possible

Anything is possible at the National Research Council (NRC)recently named one of Canadas 2025 Top Employers for Young People a 2025 Top Employer in the National Capital Region and Forbes Canadas Best Employers!

As Canadas leading research and technology organization our world-renowned research pushes the boundaries of science and engineering to make the impossible possible. Every day we explore new ideas through innovative research and help companies discover possibilities that impact Canadas future and the world.

At the NRC youll also discover new possibilities. Our supportive workplace fosters a culture of creativity welcoming fresh perspectives and innovation at all levels. We value teamwork. Youll collaborate across multiple fields and with the brightest minds to find creative solutions. Most importantly youll discover whats possible within you as you grow make valuable contributions and progress in your professional journey. From ground-breaking discoveries to a life-changing career discover your possible at the NRC.

The Role

We are looking for a Client Services Agent to support our Chief Information Officer Branch. The Client Services Agent would be someone who shares our core values of Integrity Excellence Respect and Creativity.

Attention Contact Centre Professionals! Do you have a recognized background of success in a Client Service Delivery field Are you passionate about finding and sharing solutions Can you adjust your approach to the personality of the person you need to help If this is you read on.

Great attitude & Client Delivery Service skills are what make you the right person to be part of a team that provide exact and timely answers to all enquiries; follow up all pending issues and resolve them; provide exceptional customer service at all times; liaise with internal as well as external departments to provide professional outcomes for customers.

Reporting to the supervisor of Support Services for the Client Services Centre the Client Services Agent is the primary point of contact for clients seeking information associated to the criteria and eligibility for IRAP programs and is also responsible for responding to requests and enquiries received via telephone and e-mail in support of the National Research Council Call Centre mandate.

Consequently the Client Services Agents need to be available to work a rotating shift schedule (7:30am 7:30pm ET) to ensure that we have full coverage.

You must have a consultative nature a strong team spirit and the ability to think and react quickly when put on the spot.

Screening Criteria

Applicants must demonstrate within the content of their application that they meet the following screening criteria in order to be given further consideration as candidates:

Education

Successful completion of secondary school according to provincial standards.

Asset: Client Service Delivery Training

For information oncertificates and diplomas issued abroad please see Degree equivalency

Experience

• Experience in delivering professional client support services.
• Experience collecting clients information and data entry.
• Experience with MS Office suite products such as Word Excel and Outlook.

Assets:

• Experience in a call centre
• Proficiency in using a client management system

Condition of Employment

Reliability Status
For a Reliability Status verification of background information over a period of 5 years is required.

Must be available to work on alternating shifts including some evenings (7:30am 7:30pm ET).

Language Requirements

BilingualImperativeCBC/CBC

Information on language requirements and self-assessment tests

Assessment Criteria

Candidates will be assessed on the basis of the following criteria:

Technical Competencies

• Knowledge of client management systems.
• Ability to provide information explain processes and respond to queries.
• Ability to use Microsoft Office Suite (Outlook Word andExcel).
• Ability to collect and capture specific information data.
• Ability to simultaneously listen speak and accurately capture the information for data input.
• Ability to effectively manage competing priorities as well as delivering high quality services to clients.

Behavioural Competencies

Competency Profile(s)

For this position the NRC will evaluate candidates using the following competency profile:Management Services

View all competency profiles

Compensation

From $58442to $74316 per annum.

In addition the incumbent will receive the Bilingualism Bonus of$800 per year.

NRC employees enjoy a wide-range of competitive benefits including a robust pension plan comprehensive health and dental coverage disability and life insurance office closure at the end of December and additional supports to enhance your well-being throughout your career and beyond.

Notes

• In 2025 the NRC was chosen as one of Canadas Top Employers for Young People a National Capital Region Top Employerand Forbes Canadas Best Employer.
• Relocation assistance will be determined in accordance with the NRCs directives.
• A pre-qualified listmay be established for similar positions for a one year period.
• Preference will be given to Canadian Citizens and Permanent Residents of Canada. Please include citizenship information in your application.
• The incumbent must adhere to safe workplace practices at all times.
• We thank all those who apply however only those selected for further consideration will be contacted.