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Job Description

Customer Service Representative (Permanent Part-Time)Job Number: 47306

The Customer Service Representative (CSR) connects members of the public and City of Edmonton employees to services, programs and information that is important, while focusing on delivering on our corporate promise of enabling a better life for all Edmontonians.

The CSR plays a key role in being a service ambassador by proudly serving clients in a productive and efficient manner.

While building strong relationships they will apply their exceptional customer service skills, multi-tasking ability and strong oral and written communication skills to interpret customer needs, research responses and collect the required information while adhering to all City of Edmonton standards.

With a focus on the City of Edmonton’s Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent you will:

• Proudly answer questions and respond to service requests on municipal services as well as City of Edmonton employee inquiries, in a real time, high volume and fast paced environment, while ensuring a welcoming and professional experience
• Provide responsive service through all access channels including telephone, email and in person by utilizing active listening and probing skills to facilitate a resolution
• Respond to inquiries verbally and in writing effectively by applying exceptional grammar, professionalism, and accuracy
• Apply well-developed, problem-solving and technical skills by concurrently using multiple systems to handle time sensitive inquiries
• Enter and retrieve data in the customer relationship management system as well as other management systems
• Utilize strong customer service skills to effectively deal with all situations including managing difficult customers
• Apply good judgment and sound decision making skills by recognizing when to refer service concerns or difficult customer situations to the Service Experience Team in order to facilitate a successful outcome
• Provide continuous improvement recommendations and bring forward suggestions that improve services
• Liaise with other areas, including emergency services
• Keep informed of policies, regulations and procedures for all business areas by utilizing communication tools to ensure accurate information is relayed and proper processes and procedures are followed
• Keep up to date on changes and current events by utilizing tools, systems and documentation in place
• Actively participate in ongoing learning and training
• Maintain a safe and healthy workplace by promoting a clean, safe and positive work environment
• Conduct oneself in a respectful and professional manner at all times
• Perform other related duties as required

• Completion of the twelfth (12th) school grade including business subjects with emphasis on subjects related to the area of specialization or completion of an appropriate certificate program from an approved business school/college
• Minimum of three (3) years of experience in a customer service environment ; 311 Call Centre experience and training are assets
• Proficient typing skills
• Excellent verbal communication, sound writing, and well-developed problem-solving skills
• Highly developed customer service and telephone communication skills, with a focus on active listening
• Demonstrated professionalism, displaying a courteous, friendly and positive attitude, even in the face of challenging interactions and situations
• Ability to exercise good judgment in public relations when dealing with members of the public, media, all levels of staff, including elected officials
• Experience conducting research using various tools with an emphasis on delivering accurate information
• Excellent conflict resolution skills and the ability to diffuse any conflict issues that may arise
• Ability to work in a fast-paced, high-volume, detail-oriented environment with a strong focus on multi-tasking, organizational and time management skills
• Proven success performing individually and as an active, reliable and engaged team player
• Demonstrated proficiency with technology such as Google Applications, Gmail and Internet
• Experience using POSSE, TACS and SAP are considered assets
• Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position, there may be a cost associated with this requirement
• Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit edmonton.ca/our-culture
• Demonstrate the foundational competencies, key behaviours and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City’s leadership competencies, please visit edmonton.ca/our-culture
• Applicants may be tested

The City of Edmonton is committed to inclusive, respectful and equitable workplaces that represent the communities we serve. We continuously improve our systems, policies and practices to remove barriers and ensure our employees, in all their diversity, can succeed. We value applicants with a diverse range of skills, experiences and competencies, and encourage you to apply. To learn more, see the Art of Inclusion: Our Diversity and Inclusion Framework here: https://bit.ly/3hd2d95

The City of Edmonton strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact Employment@edmonton.ca

Up to 14 permanent part-time positions

Hours of Work: 20.25 - 39 hours per week, Sunday - Saturday. The majority of the hours fall between 7am - 7:15pm, however may also include after-hours shifts as required.
Salary: $25.448 - $31.909 (Hourly)
Talent Acquisition Consultant: RD/JF

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