Customer Service Representative

3 weeks ago

Edmonton, Canada City of Edmonton Full time

**Customer Service Representative** up to 6 months

**Job Number***:
**47382**

Increasing the City of Edmonton’s livability, the Animal Care & Control Centre looks out for everyone's safety, including animals on the streets. The Animal Care and Control Centre requires courteous and professional Customer Service Representatives who can provide exceptional customer service and educate the public about responsible pet ownership. Your success will be measured by your ability to achieve timely results in the context of a respectful, inclusive and service-minded style.

With a focus on the City of Edmonton’s Cultural Commitments to Safe, Helpful, Accountable, Integrated and Excellent, you will:

- Act as the first point of contact at the front counter for animal intake, release, trap rentals and pet licensing
- Obtain and record all necessary information in Shelter Buddy when a stray animal is brought in or released, ensuring that all details are documented thoroughly and accurately to ensure legal requirements are met
- Ask key questions and/or request proof of ownership to minimize any opportunity for fraudulent claims of ownership when releasing animals with no identification
- Educate pet owners on responsible pet ownership practices including compliance with Municipal Bylaws and Provincial Acts; work in collaboration with Animal Control Officers to impose the fines and fees for stray pets as specified in the Animal Licensing and Control Bylaw and Provincial Acts
- Process payment transactions for animal kennel fees, bylaw violation fines, pet licenses, trap deposits, donations and issue receipts; count, reconcile, and deposit funds collected and prepare daily bank deposits
- Create and maintain Pet License accounts and support Animal Control Officers using POSSE
- Process exception mail, which requires analysis and correction of Pet License accounts. Quote the appropriate fees and bylaw requirements and record the action taken
- Participate in working committees or project teams as required
- Complete related clerical duties as required and maintain the public waiting areas and shared workspaces/common areas

**Qualifications**:

- Completion of the NAIT Veterinary Medical Assistant program or equivalent is an asset
- Minimum of 2 years of diversified office and word processing experience that includes strong customer service, helping customers in difficult situations with tact and compassion (i.e., grieving pet loss); and conflict resolution
- Proficiency with POSSE, iNovah and Shelter Buddy are assets
- Knowledge of Freedom of Information and Protection of Privacy Act (FOIP) and Payment Card Industry (PCI) Compliance Standard
- Ability to thoroughly and accurately create and maintain detailed electronic records; proficient typing and data entry skills
- Sound knowledge of the Animal Protection Act and the Animal Licensing and Control Bylaw 13145 with the ability to interpret, quote and defend bylaw requirements
- Excellent time management skills and the ability to manage a high workload under stressful situations; ability to make sound decisions, work independently and with multiple competing priorities
- Ability to work effectively in both independent and in team situations while actively contributing to a safe, healthy positive environment
- Experience with and ability to handle, work with and be around cats, dogs and other animals without allergic reaction
- Hire is dependent on a Criminal Records Check (CRC) security clearance including a Vulnerable Sector check that is satisfactory to the City of Edmonton and is a requirement of this position, there may be a cost associated with this requirement
- Demonstrated ability to achieve results in the context of a respectful, inclusive and service-minded style
- 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 edmonton.ca/our-culture
- 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 edmonton.ca/our-culture
- Applicants may be tested

**_Up to 2 temporary full-time position for up to 6 months_**

**Hours of Work**: 40 hours per week. The Animal Care & Control Centre is open 7 days a week, 8 AM - 6:30 PM including weekends. Evening and weekend work is 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**: $22.361 - $27.765 (Hourly)

**Talent Acquisition Consultant**: TD/SG

**Classification Title***:

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