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customer relations

Job Description

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.As the Web & Digital Associate, you will support digital strategies and plans developed by Customer Service and Communications (CSC) staff by applying content management processes and posting content for an online audience. Primary duties include:

• Support initiatives that identify popular and trending topics for citizens using multiple sources of information.
• Sustain digital tools that share this information online and develop processes to identify content gaps and recommend and/or implement appropriate solutions.
• Review content related to online engagement to ensure consistency of messaging across City websites, as well as assist in the development and sustainment of this content.
• Edit and optimize digital content for internal and external websites, identify gaps, retiring outdated and duplicate information, drafting and designing new content, configuring technical web components and ensuring compliance with best practices (for example: layout, plain language and search engine optimization).
• Define and clarify web requests by working with other CSC staff to understand and respond to client’s needs including creating or improving content and converting content for online audiences.
• Track and update activities by assessing service requests, determining an appropriate action by applying process and workflow guidelines and managing tasks in content management systems.
• Edit, create and publish online content using HTML and content management system components.

• A completed 2-year diploma such as the Digital Communications and Media diploma, or related and at least 3 years of applicable experience applying that academic knowledge in practice OR;
• A degree such as Bachelor of Communication and Media Studies, Bachelor of Communications, or related and with at least 1 year of applicable experience applying that academic knowledge in practice (for example: writing/editing for the web, website management, web/digital communications).
• An intermediate proficiency with Microsoft Office (such as Word, Excel and PowerPoint) is required.
• Experience in one or more of these will be considered an asset: writing/editing for the web, online engagement, web metrics and analytics, user experience, Content Management Systems such as Adobe Creative Suite and Adobe Experience Manager.
• Competencies include critical thinking, customer service, interpersonal, organizational, time management and highly developed communications skills.
• Ability to apply customer service, interpersonal, organizational, and strong oral and written communication skills; and the ability to apply business knowledge, be politically sensitive, communicate using social media, prioritize multiple tasks and work independently and as part of a team.

• Successful applicants must provide proof of qualifications.
  

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