CONTEXT

The Provincial Permit Centre (PPC)is a fast paced, high demand call centre that operates in Dawson Creek, BC between 6am and 10pm daily in a shift work environment. The PPC directly responding to the Ministry of Transportation and Infrastructure’s mission to advance economic objectives and move goods and people safely within British Columbia by providing commercial vehicle permitting to a growing and dynamic transportation industry. Some other key functions of the PPC are to provide education, information, advice and public relations to industry partners and client stakeholders. The PPC is a centre of excellence, which is committed to continuously establishing, implementing and maintaining program planning initiatives in order to achieve best practices in proactively and in response to industry needs.

Staff in the PPC is required to understand and apply all related Acts, Regulations, policies, and procedures associated with commercial vehicle permitting.

There are 10 Permanent Permit Clerk positions that work on a shift basis. They report directly to a PPC Team Leader (Commercial Transport Program Officer, CTPO) for all functional supervision and on a day-to-day basis with the PPC Team Leader on Shift.

The organizational structure of the PPC is :

PPC Manager (1)

PPC Team Leader (CTPO)(4)

PPC Team Leader Assistant (Assistant CTPOI) (2)

Permit Clerk()

JOB OVERVIEW

The Permit Clerk’s primary role is to respond to phone calls from the general public, stakeholders, staff and industry coming in  to the call centre on a 1-800 line and either provides permitting information to callers or to issue a wide variety of commercial transport permits in accordance with the relevant acts, regulations, policies and procedures.

The Permit Clerk also participates in training new staff-at all levels- in using the phone and computer systems.

ACCOUNTABILITIES

Required:

• Respond to inquiries from stakeholders and general public regarding all aspects of policy and legal requirements, various load/commodity and vehicle configurations.
• Access the database and retrieve information required to issue a variety of commercial transport permits.
• Assists the PPC Team Leader (CTPO) and PPC Team Leader Assistant in the efficient and effective day-to-day functioning of the call centre by apprising them of any system’s issues and assisting in the maintenance/troubleshooting
• Issue permits; calculate fees and collect revenue related to commercial  transport permits.
• Liaise with regional CVSE staff
• Assist in the initial training of all new PPC staff with regard to answering the 1-800 line and issuing permits.

OPTIONAL

• Operate and maintain a variety of office equipment (fax, copier, computers, printers etc.)
• Amend office manuals.
• Provide technical support to staff when required regarding computer applications

JOB REQUIREMENTS

Education and Experience

• Minimum of three (3) years administrative support/customer service experience, education and/or training.
• Experience at an intermediate level with computer applications- data entry, keyboarding, word processing, spreadsheets, databases and internet (i.e. TPS (Travis Permitting System), BCSCO1 (Company/client/ICBC data system), CCM6 (Contact Centre Management- Phone System)).

Preference may be given to applicants with one or more of the following:

• Experience working in al call centre environment
• Experience with data entry

Provisos

• Must be willing and able to work shift work, including evenings, weekends, and holidays within a 6am-10pm operation
• Must be willing and able to work overtime as required
• Must be willing and able to travel upon occasion if required

Knowledge, Skills and Abilities

• Knowledge of general office procedures
• Knowledge of legislation, policies and procedures pertaining to Commercial transportation in BC.
• Knowledge of TPS (Travis Permitting System), BCSC01 (Company/Client/ ICBC data system), CCM6 (Contact Centre Management- Phone System) programs/systems.
• Ability to communicate both verbally and in writing, by providing and obtaining information, effectively, clearly, correctly, concisely, completely, logically, in a timely manner, at a level and in a format consistent wit the audience.
• Ability to perform basic math calculations
• Ability to enter data with speed and accuracy
• Ability to use computer applications to enter and retrieve data, access information, produce and edit a variety of correspondence, documents and reports
• Ability to organize one’s own workload effectively, efficiently and independently, achieving results within acceptable timeframes, taking into consideration changing priorities, deadlines, volume, available resources, interruptions and reporting relationships.
• Ability to maintain confidentiality
• Successful completion of security screening requirements of the BC Public Service, which may include a criminal records check, and/or Criminal Records Act (CRRS) check, and/or enhanced security screening checks as required by the ministry (Note: It is important that you read the job posting carefully to understand the specific security screening requirements pertaining to the position).

BEHAVIOURAL COMPETENCIES

• Service Orientation implies a desire to identify and serve customers/clients, who may include the public, co-workers, other branches/divisions, other ministries/ agencies, other government organizations, and non-government organizations. It means focusing one’s efforts on discovering and meeting the needs of the customer/client.
• Teamwork and Co-operation is the ability to work co-operatively within diverse teams, work groups and across the organization to achieve group and organizational goals. It includes the desire and ability to understand and respond effectively to other people from diverse backgrounds with diverse views.
• Listening, understanding and Responding is the desire and ability to understand and respond effectively to other people from diverse backgrounds. It includes the ability to understand accurately nd respond effectively to both spoken and unspoken or partly expressed thoughts, feelings and concerns of others. People who demonstrate high levels of this competency show a deep and complex understanding of others, including cross-cultural sensitivity.
• Problem Solving and Judgement is the ability to analyze problems systematically, organize information, identify key factors, identify underlying causes and generate solutions.
• Flexibility is the ability and willingness to adapt to and work effectively within a variety of diverse situations, and diverse individuals or groups. Flexibility entails understanding and appreciating different and opposing perspectives on an issue, adapting one’s approach as situation change, and accepting changes within one’s own job or organization.
• Self-Control is the ability to keep one’s emotions under control and restrain negative actions when provoked, faced with opposition or hostility from others, or when working under stress. It also includes the  ability to maintain stamina under continuing stress.
• Customer/Client Development involves the genuine intent to foster the learning or development of a diverse clientele. “Customers/clients” include the public, internal clients, colleagues, partners, co-workers, peers, branches, ministries/agencies and other government organizations.

INDIGENOUS RELATIONS BEHAVIOURAL COMPETENCIES

• Self-discovery and Awareness means understanding one’s thoughts, feelings, values and background and how they impact the success of the interaction and relationship, or how they may influence one’s work. It is recognizing one’s own biases by tracing them to their origins, through reflection and by noticing one’s own behavior- and then intentionally seeking a way forward that positively impacts the interaction and relationship. It means maintaining new ways of thinking and acting when situations become difficult or uncertain, or in times of urgency.

START DATE- MAY 2021

HOURS- Must be willing and able to work shift work, including evenings, weekends, and holidays within a 6am-10pm operation, 7 days per week, 7-8 hours per day

WAGE/SALARY- Starting Wage- $23.96/hour

HOW TO APPLY- Drop off Resume, talk to Julie Willsie- Permit Centre Manager