311 Agent/Clerk II
City of Edmonton’s Service Innovation and Performance department is inviting applications from suitable candidates for the position of 311 Agent/Clerk II. City of Edmonton’s Service Innovation and Performance department focuses on enhancing city services through innovation and efficiency. It develops and implements strategies to improve service delivery and customer satisfaction. Through data-driven approaches and technology adoption, the department enhances operational effectiveness. The candidates selected for the vacancy will be required to start the work as soon as possible.
Job Description:
Employer Name: City of Edmonton
Department: Service Innovation and Performance
Position: 311 Agent/Clerk II
No of Vacancies: 14
Salary: $22.361 – $27.765 Hourly
Employment Type: Temporary/Part time
Union: CSU 52
Location: 10111 104 Ave NW 2nd Floor, Edmonton, AB T5J 0J4, Canada
Shift: 20.25 – 39 hours per week, (Sunday – Saturday, 7am – 7:15pm, After-Hours shifts)
Job ID: 49178
Requirements:
Languages: Candidates must have knowledge of the English Language
Education: Candidates should have completion of grade 12 (high school diploma) or completion of an appropriate certificate program from an approved business school or college
Experience: Candidates should have Minimum of two years of experience in a customer service environment, 311 Call Centre experience and training
Other Requirements:
- The candidates should have proficient typing skills and demonstrate excellent verbal communication, sound writing, and well-developed problem-solving skills and emphasis on general office practices
- The candidates should possess highly developed customer service and telephone communication skills, with a focus on active listening and should demonstrate professionalism, displaying a courteous, friendly, and positive attitude, even in the face of challenging interactions and situations
- The candidates should have the ability to exercise good judgment in public relations when dealing with members of the public, media, all levels of staff, including elected officials and have experience conducting research using various tools with an emphasis on delivering accurate information
- The candidates should possess excellent conflict resolution skills and the ability to diffuse any conflict issues that may arise and should be able to work in a fast-paced, high-volume, detail-oriented environment with a strong focus on multi-tasking, organizational, and time management skills
- The candidates should have proven success performing individually and as an active, reliable, and engaged team player and demonstrate proficiency with technology such as Google Applications, Gmail, and Internet
- The candidates should have experience using POSSE, TACS, and SAP and demonstrate the ability to achieve results in the context of a respectful, inclusive, and service-minded style and should embrace the Cultural Commitments of Safe, Helpful, Accountable, Integrated, and Excellent, and foster an environment that encourages others to do the same
- The candidates should understand that 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
- The candidates should demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated, and Excellent, fostering an environment for others to do the same. They should also demonstrate the foundational competencies, key behaviors, and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker, and Creative Innovator
Responsibilities:
- The candidates should be able to 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
- The candidates should be able to provide responsive service through all access channels including telephone, email, and in person by utilizing active listening and probing skills to facilitate a resolution and able to respond to inquiries verbally and in writing effectively by applying exceptional grammar, professionalism, and accuracy
- The candidates should be able to apply well-developed problem-solving and technical skills by concurrently using multiple systems to handle time-sensitive inquiries and able to enter and retrieve data in the customer relationship management system as well as other management systems
- The candidates should be able to utilize strong customer service skills to effectively deal with all situations including managing difficult customers and able to apply good judgment and sound decision-making skills by recognizing when to refer service concerns or difficult customer situations to the Support Team in order to facilitate a successful outcome
- The candidates should be able to provide continuous improvement recommendations and bring forward suggestions that improve services and able to liaise with other areas, including emergency services
- The candidates should be able to 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
- The candidates should be able to stay up to date on changes and current events by utilizing tools, systems, and documentation in place and able to actively participate in ongoing learning and training
- The candidates should be able to maintain a safe and healthy workplace by promoting a clean, safe, and positive work environment and able to conduct oneself in a respectful and professional manner at all times
How to apply:
If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer (along with your resume) through the below-mentioned details.
We thank all the applicants for showing their interest and trust in us, however, only the most eligible candidates will be selected and conducted for further procedure directly from employers, in between no charges/fees or original documents will be asked from any applicant. All the best!