311 Agent

Job Number:49178**311 is the centralized and main point of contact for municipal and employee services. The 311 Agent connects members of the public and City of Edmonton employees to important services, programs, and information while focusing on delivering our corporate promise of enabling a better life for all Edmontonians.

The 311 Agent plays a key role in being a service ambassador by proudly serving clients in a productive and efficient manner.

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
• 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
• 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
• Stay 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

Qualifications:

• Completion of grade 12 (high school diploma) with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school or college
• Minimum of two years of experience in a customer service environment; 311 Call Centre experience and training would be considered an asset
• Proficient typing skills
• Excellent verbal communication, sound writing, and welldeveloped problemsolving 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 fastpaced, highvolume, detailoriented environment with a strong focus on multitasking, 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
• Demonstrated ability as an active team player and ability to perform individually or with coworkers
• Demonstrated ability to achieve results in the context of a respectful, inclusive and serviceminded style
• Embrace the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, and foster an environment that encourages others to do the same
• 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
• 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
• Applicants may be tested

_ Up to 14 temporary part-time positions for up to 11 months_

Hours of Work:
hours per week, Sunday - Saturday. The majority of the hours fall between 7am - 7:15pm, however may also include after-hours shifts as required.

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.

Salary:
$ $ H

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