Customer Care Representative

6 months ago

Calgary, Canada City of Calgary Full time

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 a Customer Care Representative, you will manage customer service requests, including contacting customers by telephone to fully understand the depth of their concerns and determining the appropriate course of action for resolution. Primary duties include:

- Respond to a high volume of customer queries on a wide range of topics via telephone.
- Respond to communication requirements resulting from emergency situations.
- Correlate, correct, and process service and work orders.
- Manage information related to the customers' concerns and complete follow up work.
- Dispatch appropriate crews to address the outstanding issue and reduce any impact to health, property damage, and/or The City's reputation.
- Enter data collected from a variety of sources into various data management systems in order to maintain the accuracy and quality of the asset management and customer service records.
- Schedule appointments for crews to maintain water and sanitary assets.
- Compile statistics which may be used to improve the flow of work or service to customers and submit recommendations.

**Qualifications**
- A High School diploma or equivalency (e.g. GED) combined with 5 years of customer service experience utilizing computer programs while on the phone with internal/external customers providing information.
- Intermediate proficiency with Microsoft Office (Word, Excel, and Outlook) is required.
- Experience using 311 software, SAP, Water View, Building Central, Cool Web, POSSE, map software are considered an assets
- Experience analyzing water meter data, investigating water meter information, analyzing large excel spreadsheets to ensure accuracy using process software.
- Problem solving skills - customer service focus.
- Experience regarding water meter service or maintenance including installation, inspection, repair, testing.
- A demonstrated ability to work independently as well as in a team environment is necessary.
- Possess a high level of accuracy and thoroughness in their work, as well as the ability to establish solid working relationships with a variety of collaborators, including colleagues within the business unit, staff throughout the organization, and external customers.

**Pre-employment Requirements**
- Applicants will be tested for appropriate skills.
- Successful applicants must provide proof of qualifications.
- Union: CUPE Local 38
- Business Unit: Water Services
- Position Type: 1 Temporary (up to 18 months)
- Location: 625 25 Avenue SE
- Compensation: Pay Grade 6 $31.30 - 41.86 per hour
- Days of Work: This position typically works a 5 day
work week, with 1 day off in each 3 week cycle.
- Hours of work: Standard 35 hour work week
- Audience: Internal/External
- Job ID #: 308637

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