Customer Services Representative - Housing Services

About the position

Duties
🏠 As a Customer Services Representative, you will work in a fast-paced, customer focused environment, providing housing related customer service to Canadian Armed Forces members and other clients. You will respond to inquiries related to residential housing unit allocation, service, maintenance, and repairs.

Key duties include, but are not limited to:✅ Respond to telephone, email and in-person inquiries from applicants, tenants, contractors, and co-workers.
✅ Coordinate maintenance and repair appointments as requested by technical staff or identified in technical reports.
✅ Process and assign work orders for maintenance or repairs to local contractors.
✅ Allocate, or recommend the allocation of residential housing units as well as maintain the applicant waitlist.
✅ Administer the day-to-day requirements of housing unit tenants, including complaints requiring immediate action.
✅ Receive, verify, maintain records, and produce reports on a variety of information.
✅ Develop and maintain spreadsheets, databases, and procedures to support operations.🛑 Please apply only for locations where you have a genuine interest in working or where you would be willing to relocate.
🛑 Please note that, due to the nature of the work, remote work is not possible. These are full-time, in-office positions.

Work environment
🏠 The Canadian Forces Housing Agency (CFHA) is entering a new phase in development with the launch of Phase 2 of the Residential Housing Response Plan (RHRP), which will deliver approximately 7,500 new military Residential Housing Units (RHUs) across Canada. As a Customer Services Representative, you’ll play a key role in supporting military families.

CFHA operates as a Special Operating Agency reporting to the Department of National Defence (DND) and contributes to the quality of life of Canadian Armed Forces (CAF) members and their families by providing housing services and ensuring the responsible, sustainable management of departmental 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 Centers across Canada and 150 employees at our Head Office in Ottawa.

Important messages
When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.
📢 How does this work?

🏠 Step 1: Read the entire advertisement. Want to join the Canadian Forces Housing Agency team? Click “Apply online”.

🏠 Step 2: Tell us about yourself! Attach your resume and answer the screening questions in the online application.

🏠 Step 3: What happens next? If a position becomes available in one of your selected locations, we may contact you for further assessment. We encourage you to apply thoughtfully and select only locations where you have a genuine interest or would be willing to relocate. Creating an environment where diverse perspectives are valued begins with self-declaration. Count yourself in and self-declare by identifying to which employment equity group(s) you belong to. In order to self-declare, please ensure to indicate this by checking off the appropriate box within the online application as part of the Employment Equity section. ▶ Persons are entitled to participate in the appointment process in the official language of their choice.▶ Our organization will only accept on-line applications for this opportunity. Please click “Apply” to submit your application. If there are limitations or special circumstances preventing you from submitting your application via the GC Jobs online portal, you must contact us and receive approval to apply via an alternate means PRIOR to the closing date.▶ Written examinations may be administered. An interview may be conducted. Reference checks may be sought.▶ Top-down selection may be used during any stage of the selection process.
↪ Please note that achieving the pass mark on any of the assessments used does not mean you will move forward in the selection process. Management may decide to use a score that is higher than the pass mark on any of the evaluations used throughout the selection process. Management may also decide to use top-down selection at any stage of the process.▶ Applicants who apply to this inventory must include in their application a valid email address and make sure that this address is functional at all times and accepts messages from unknown users.▶ All information obtained throughout the process, from the time of application to close of the process, may be used to evaluate the applicants. Your overall conduct and communications, including email correspondence, may be used in the assessment of qualifications and competencies.▶ The information you provide in this application must be true and may be verified. Any false information may result in the rejection of your application and/or not hiring you. ▶ Please only check off the locations that you are truly willing and able to work from. Choosing a location that you are not truly willing and able to work from slows down the process and impacts our ability to staff positions within the Department. By submitting an application, you are confirming that you are either currently living in one of these locations or are willing to relocate to them.▶ Relocation expenses will be provided in accordance with the "Addendum - Initial Appointees Relocation Program": https://www.canada.ca/en/treasury-board-secretariat/services/travel-relocation/addendum-initial-appointees-relocation-program.html▶ To ensure the integrity of the selection process, the content and questions of the assessment must remain confidential. Please do not discuss or share the assessment content with anyone, including other candidates. You must complete the assessment, including screening questions, by yourself, without the help of others, including the use of unapproved internet resources and artificial intelligence. Any violation may result in potential consequences which could include your elimination from this selection process.▶ 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. (Copy and paste these links in your browser for more information: https://www.canada.ca/en/department-national-defence/services/benefits-military/defence-ethics/policies-publications/code-value-ethics.html AND https://www.tbs-sct.canada.ca/pol/doc-eng.aspx?id=25049).

Conditions of employment

Reliability Status security clearance

Learn more about security screening process.

Incumbent must maintain the capacity to perform the essential duties of the position on-site at the designated work location.

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.

You need (essential for the job)

Your application must clearly explain how you meet the following

EDUCATION
ED1: Successful completion of two years of secondary school or an acceptable combination of education, training and/or experience (see Note 1).

Note:
1.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.

Learn more about degree equivalency.

EXPERIENCE:
EX1: Experience providing client service, such as responding to inquiries, explaining information and supporting clients.
EX2: Experience dealing with challenging client situations.
EX3: Experience working in a fast-paced, high-volume environment with frequent interactions.
EX4: Experience using office software for document creation, communication, or data management such as spreadsheets, word processing or email software.

Applied / assessed at a later date

COMPETENCIES
C1: Demonstrating Integrity and Respect.
C2: Showing initiative and being action oriented.
C3: Thinking things through.
C4: Working effectively with others.
C5: Client Service orientation.

ABILITIES
AB1: Ability to perform clerical tasks accurately under pressure.
AB2: Ability to prioritize and manage a workload with competing demands.
AB3: Ability to communicate effectively in writing.
AB4: Ability to communicate effectively orally.

Language requirements (essential for the job)

Applied / assessed at a later date

Various language requirements - Bilingual BBB/BBB
English Essential
French Essential

Learn more about language requirements.

You may need (asset qualifications)

May be applied / assessed at a later date

ASSET EXPERIENCE
AEX1: Experience working in the construction industry.
AEX2: Experience working or volunteering in a mixed civilian and military environment.

ORGANIZATIONAL NEEDS:
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.

As means to support our military families and linked with the Department of National Defence priorities, consideration may be given to the spouses or common-law partners of serving Canadian Armed Forces (CAF) members.

Our commitment

We're 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 the hiring organization below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Learn more about assessment accommodation.

Equity, diversity and inclusion

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the population it serves. We promote employment equity and encourage you to self-declare if you belong to one of the designated employment equity groups when you apply.

Learn more about diversity and inclusion in the public service.

Preference

Preference will be given to veterans first, followed by Canadian citizens and permanent residents, with the exception of jobs located in Nunavut or Yukon. For positions located in Nunavut, qualified Inuit enrolled under the Nunavut Agreement will be appointed first. For positions located in Yukon, qualified Yukon First Nations will be appointed first, followed by qualified Indigenous persons.

Learn more about preference to veterans.

How to apply

Learn more about applying for Government of Canada jobs.

Information you must provide

• Your résumé

We'd like to thank all those who apply. However, only the people selected for further consideration will be contacted.

Additional links

For further information on CFHA, please visit: CFHA Jobs
About the Canadian Forces Housing Agency: Video

Hiring organization contact

Name: CFHA - Human Resources
Email address: [email protected]

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