Customer Service Representative, On-call

3 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. The City offers unique, diverse jobs and a variety of work locations. 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.
- Answer questions and address concerns from citizens, provide information regarding services provided, relevant bylaws and processes and animal licensing requirements.
- Assist citizens with animal licence purchases, renewals, cancellations, and transfers.
- Assist citizens with animal redemption.
- Collect license and redemption related funds from customers.
- Schedule surgeries, answer questions and provide support for the No Cost Spay and Neuter program.
- Request and process proof of spay and neuter certificates for newly licensed pets.
- Schedule adoption appointments, answer questions and process pet adoptions.
- Provide information and assistance on the Safekeep program.
- Reconcile daily financial transactions from payments made online, through 311, at the front counter and payments received at City Hall.
- Complete online refunds, coordinate and track all refunds or Non-Purchase Order (non-PO) requests.

**Qualifications**
- A High School Diploma or equivalent (e.g. GED) plus job related course work and at least 3 years of front-facing customer service experience within the past 5 years, plus or including experience with animal care such as (but not limited to) in an animal shelter, animal rescue and/or vet clinic environment for a continuous period of at least 1 year. Experience with cats and dogs is required; experience with livestock and other animals is not considered.
- A post-secondary accounting course is required, including but not limited to accounting, financial accounting, accounting principles, accounting fundamentals, bookkeeping.
- An intermediate level of proficiency with Microsoft Office (Word, Excel, and Outlook) is required, along with the ability to enter data in an accurate and proficient manner.
- Applicants must be eligible to obtain a Commissioner of Oaths appointment.
- Experience working with the Chameleon database and the 311 Customer Service Request Motorola system will be an asset.
- Strong customer service and communication skills; a high attention to detail, excellent organizational skills, the ability to multitask, well developed conflict resolution skills, and the ability to handle difficult conversations while maintaining confidentiality on sensitive issues.

**Pre-employment Requirements**
- A security clearance will be conducted.
- Applicants will be tested for appropriate skills.
- Successful applicants must provide proof of qualifications.
- Union: CUPE Local 38
- Business Unit: Emergency Management &
Community Safety
- Position Type: 3 On-Call
- Location: 2201 Portland Street SE
- Compensation: Pay Grade 7 $34.33 - 45.94 per hour
(2024 Rates)
- Days of Work: Days of work vary based on
operational requirements.
- Hours of work: On-Call hours vary based on
operational requirements.
- Audience: Internal/External
- Job ID #: 310580



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