Public Service Representative

The Waste Services Customer Support Centre is currently looking for customer service-focused individuals responsible for responding to inquiries from the public about waste services. Your challenge is to deliver exceptional customer service while assisting the public with inquiries related to waste management.

What will you do?

• Respond to public enquiries, service requests and complaints from residents and businesses
• Answer escalated calls, complaints and requests from 311 CRM (Customer Relationship Management System)
• Process notification orders for customer service, maintain databases and various statistics and update data related to waste issues on the Customer Information System (CIS)
• Manage and maintain the customer database that includes documenting all customer communication
• Recommend improvements for the Customer Support Center operations to the supervisor
• Work with peers and supervisor to update and streamline processes
• Review and evaluate applications for Assisted Waste Collection, and liaise with applicants, community partners, and City of Edmonton departments
• Other related duties as required

Qualifications:

• Grade 12 supplemented by related courses in customer relations, call center work or business administration
• Minimum of three (3) years of experience in a call center in a fast-paced customer-focused organization

Skills Required for Success:

• Knowledge of geography and street locations in Edmonton using maps and SLIM
• High proficiency in computer skills is essential, including Microsoft Word, Excel, Adobe, Google applications (Docs, Spreadsheet, Gmail) and database management
• Proficiency in CIS, SAP CRM, VISION, and POSSE
• Knowledge of Edmonton’s waste management system
• Knowledge of Assisted Waste Collection
• Data entry skills and computer savvy
• Ability to deal effectively with a variety of civic and business personnel and the general public
• Ability to think and react quickly and calmly in pressure situations
• Ability to solve problems, take the initiative, and make decisions in accordance with established policies and procedures
• Demonstrated ability to provide a high standard of thoroughness, accuracy, and attention to detail while managing a heavy workload, adjusting priorities, and maintaining stable performance under pressure
• Exceptionally strong communication (written and verbal), customer service, organization, interpersonal and decision making skills and the ability to establish and maintain effective working relationships in a multidisciplinary team environment
• Alignment to our Cultural Commitments and Leadership Competencies
• Embracing a culture of equity, diversity, reconciliation and inclusion
• Applicants may be tested

Assets:

• CIS (Customer Information Systems) training, SAP CRM training, POSSE, VISION training

Conditions of Employment:

• The successful candidate will be required to work on statutory holidays that fall between Tuesday and Friday
• The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.
• This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52.

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca. Learn more about our benefits.

Up to 1 temporary Full Time Position up to 18 months in accordance with Article 18.02 of the Collective Agreement

Hours of Work: Up to 40 hours per week
Salary: $27.069- $33.943 (Hourly) / $56,520.070 - 70,872.980 (Annually)
Talent Acquisition Consultant: NC/SG