PHSA External Jobs | Customer Service Representative Jobs 2022

Job Responsibilities: Customer Service Representative, Supply Chain

Salary: $25.42 an hour

Company: PHSA

Location: Kelowna, BC CA

The Customer Service Representative (CSR) provides customer service through a support number and email for both internal and external customers that require assistance with supply chain functions. The CSR is the first point of contact with the goal of resolving customer inquiries at first contact in a professional manner. The CSR records and assigns complex inquiries to the various supply chain areas within BCCSS and provides timely resolutions/solutions for less complex inquiries. Inquiries are entered into a database for tracking and monitoring along with maintaining accurate records for tracking reporting and auditing purposes. The CSR also orients various health authorities on how to navigate through Supply Chain applications and related systems. The CSR supports other Customer Relations and Promotions staff through a support role as required.
What you’ll do
  • Performs duties such as responding either verbally or by email to questions or problems from customers; takes appropriate action to resolve issues and follow-up in a timely fashion. Escalate complex customer inquiries to the appropriate Customer Relations staff and maintain customer contact until the request is resolved and the customer has been provided status progress and resolution.
  • Records support calls into a database for reporting. Collects compiles and summarizes information on requests and prepares regular reports.
  • Orients customers on how to submit accurate requisitions. When requested by purchasing staff forward purchase requisitions to the appropriate health authority customer for approval.
  • Orient customers on how to check order status how to forward purchase requisitions to the appropriate approving authority and how to navigate through supply chain applications and the customer portal.
  • Provide customers with the process on how to request to add items to inventory.
  • Provide information to the customer on how to request a new product evaluation and demonstrations.
  • Obtain the necessary access and approvals from the manager/supervisor for customers requiring access to ordering goods and services.
  • Identify customers that no longer require access to purchase goods and services and respond to customer requests to have these customers’ access removed.
  • Ensures that purchasing policies and procedures are followed and provides necessary support to ensure future compliance.
  • Investigates requisition-related discrepancies and refers problems to appropriate staff.
  • Designs/revise a variety of forms that are related to the customer service functions such as requisitions ordering approval access forms and customer presentation for placing requisitions. Reviews information changes related to Material Service dictionaries and ensures the changes are per dictionary policies. Provide support to end-users on dictionary policies as required. Enter approved information into the Material Management Dictionaries.
  • Liaise with other internal business streams to assist with customer issues and identify educational opportunities for the customer.
  • Identify receiving issues at HA’s sites and orient customer to ensure receiving meets required deadlines at the various HA sites. Blind received in the receiving system when required.
  • Receives logs sorts and distributes incoming and outgoing mail emails faxes and internal correspondence and any other related documents to appropriate staff and HA’s.
  • Operate standard office equipment.
  • Reserve meeting rooms and arrange conference calls as required. Process requests for vendor appointments for participating HA’s.
  • Maintain contact lists for internal supply chain staff as required.
  • Supports other customer relations staff by assisting in the gathering and bringing forward information for use in improving processes for internal and external customers. Assist with the creation and updating of support materials. Ensure consistently and up-to-date information is provided to the customer.
  • Under the request and direction of IMIT staff test the materials management modules prior to the release of a new version that may impact the current Customer Relations customer support.
  • Provide support to internal and external customers for purchasing card transactions and usage.
  • Perform other related duties as assigned such as clearing paper jams reloading paper trays packaging and storing files creating and maintaining file systems.
  • Performs other related duties as required.
What you bring
  • Grade 12 and three years’ recent related experience or an equivalent combination of education training and experience.
  • Experience with multi-line telephone systems.
  • Ability to keyboard at 50 WPM.
  • Ability to communicate effectively both verbally and in writing.
  • Ability to deal with others effectively with a proven track record of delivering excellent customer service problem solving and ability to work collaboratively with other team members.
  • Ability to demonstrate resolution of issues and continuous improvement of the customer service center.
  • Physical ability to carry out the duties of the position.
  • Ability to organize work.
  • Ability to operate related equipment.
What we bring
Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care conducting research or making it possible for others to do their work you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health wellness development programs to support you – at work and at home.
  • Join one of BC’s largest employers with province-wide programs services and operations – offering vast opportunities for growth and development.
  • Access to professional development opportunities through our in-house training programs including +2000 courses such as our San’yas Indigenous Cultural Safety Training course or Core Linx for Leadership roles.
  • Enjoy a comprehensive benefits package including a municipal pension plan and psychological health & safety programs and holistic wellness resources.
  • Annual statutory holidays (13) with generous vacation entitlement and accruement.
  • PHSA is a remote work-friendly employer welcoming flexible work options to support our people (eligibility may vary depending on position).
  • Perks include access to fitness classes and discounts to 350 BC-wide recreational programs travel technology car and bike-sharing and more.
Job Type: Casual Part-Time

Wage: $25.42/hour

Location: 104-2355 Acland Road Kelowna BC V1X 6N6

Hours of Work: 07:00-15:00 / 07:30-15:30 Monday-Friday

Requisition #: 125349E

What we do
The Provincial Health Services Authority (PHSA) plans to manage and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include Respect for people – Being compassionate – Daring to innovate – Cultivating partnerships – Serving with purpose.
Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services
PHSA is committed to employment equity encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills knowledge background and experience and values a safe inclusive and welcoming environment.

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