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Information Officer
3 months ago
**Job Information**
Job Requisition ID: 56674
Ministry: Service Alberta and Red Tape Reduction
Location: Edmonton - In Office
Full or Part-Time: Full Time Salaried Position
Hours of Work: 36.25 hours per week
Permanent/Temporary: Temporary - 12 months
Scope: Open Competition
Closing Date: 19 April, 2024
Classification: Administrative Support 6 (AS6)
**Salary**: $2,073.50 to $2,549.41 bi-weekly ($54,118 - $66,540/year)
Are you a Customer Service or Call Center Representative expert? Join our dynamic teams as an Information Officer with the ministry of Service Alberta and Red Tape Reduction. If you thrive in a fast
- paced call center environment, excel at problem-solving and are passionate about delivering exceptional service, we want you on our frontline Become the voice of excellence and join us in providing top notch support, by making a real difference in the lives of all Albertans.
Service Alberta Program areas include Motor vehicles, Vital Statistics, Corporate Registry, and other business specialists, as required. The purpose of these contacts is to provide clarification, advice, and assistance with regards to the legislation, policy, and procedures from various ministries.
**Role Responsibilities**:
Do you have a passion for offering excellent customer services while dealing directly with the public for responding and resolving issues in a courteous and timely manner? Do you enjoy working in a fast-paced call Centre environment? If yes, we have the perfect opportunity for you with our Registry department.
The Registry department provides full and accurate information services to clients via the telephone with regards to all aspects of registries legislation and related programs. A key component to this position is assessing calls to identify compliance / non
- compliance with the legislation, in a courteous and timely manner.
You will report to the Team Lead Registries, and your main responsibilities will be to provide full and accurate information services to clients via the telephone with regards to all aspects of registries legislation and related programs in a courteous and timely manner. A key component to this position is assessing calls to identify compliance / non
- compliance with the legislation.
**You will be responsible for (but not restricted to)**:
- Providing information, advice and guidance on available avenues to address the concerns of the client within your own department, as well as referrals to alternate departments that will be able to assist the client with the required information.
- Logging client calls on the Service Now platform for statistical and reporting purposes.
- Researching concerns and reporting them to the Manager or Team Lead.
- Developing and maintaining an extensive knowledge base to respond to inquiries.
- Reviewing and updating electronic scanned messages in order to ensure the information being disseminated to the public is accurate.
- Ensuring that updated messages are reviewed by the Contact Centre Team Lead.
- Assisting co-workers with difficulties they may encounter with any questions pertaining to the legislation and program.
- Assisting with training colleagues, provide suggestions relating to changes to internal policies, procedures, and existing protocol where appropriate.
**You will demonstrate**:
- Excellent written and verbal communication skills
- Exceptional customer service skills
- The ability/willingness to work in a fast-paced challenging team environment, multi-task and be self-directed while maintaining a high level of productivity and quality
- Strong and creative problem-solving skills
- The ability to function independently
- The ability to contribute collaboratively and effectively within a team environment with mínimal supervision and a high degree of personal accountability and professionalism
- The ability to comprehend and interpret legislative issues and relay information in understandable terms to clients.
- Familiarity with programs administered by other government departments and agencies.
- The ability to use appropriate telephone techniques, professionalism, and good judgment in the handling of calls regarding complex, multifaceted, politically sensitive, and high priority complaints
- Strong keyboarding skills
**APS Competencies**:
Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.
This link will assist you with understanding competencies:
To be successful in the role you will demonstrate the following competencies:
- **Build Collaborative Environments** to manage relationships in order to work towards a common goal.
- **Agility **to quickly adapt to changing priorities and to respond with effective decisions.
- **Creative Problem Solving **to be proactive in identifying solutions and foc
