Customer Assistant

2 months ago

Sherwood Park, Canada Strathcona County Full time

**This posting is for 1 temporary full-time position up to 12 months
The Customer Assistant provides customer service to a high volume of telephone, online and in-person inquiries from internal and external customers and contractors. The position provides information on various Utilities department services, schedules appointments for service calls, liaises between residents and contracted service providers, and provides routine administrative support.

This position is in the office full-time.

**Responsibilities**:

- Provide customer service to residents by determining nature and urgency of the utility inquiry, respond or redirect inquiries to appropriate area, and enter and track service calls
- Assist with inquiries for commercial and residential customers regarding emergency sewer backups and water breaks, water and wastewater services including preventative maintenance programs, meter installations and repairs, rural water hookups
- Assist residents with inquiries regarding waste management services and various department programs
- Schedule service and maintenance appointments, maintain calendars for service, installations and repairs, notify staff of service emergencies
- Accurately input service calls and work requests for waste management service calls regarding missed collection of waste, organics and recycling, special events (large item, têxtile pickup) concerns and/or complaints
- Update Transmission On-Call Operator, Distribution & Collection Supervisor, Foreman Shift and On-Call Operator schedules
- Assist in ordering supplies and distributing mail

**Skills and Abilities**
- Effectively and efficiently manage a busy switchboard and front desk with frequent interruptions and unpredictable external and internal customer demands using discretion, tact, integrity, and patience
- Ability to multi-task and maintain a professional image when dealing with a high number of external customers
- Interpret complex concerns of highly agitated customers and deal calmly with aggressive callers that are demanding quick action for resolution
- Excellent interpersonal and communication skills including the ability to problem solve and educate customers to make environmentally friendly decisions.
- Maintain confidentiality of all information, remain objective and diplomatic
- Proficient with Microsoft Office Suite, office equipment and data entry software

**Qualifications**
- High School diploma and 3 years of directly related office administration experience in a high call volume work environment
- Diploma or certificate in office administration is an asset
- Experience working in a public utility or similar environment is preferred

**Conditions of Employment**
- Submission of a Satisfactory Criminal Record Check

Equivalencies of education and experience may be considered.

This competition may be used to fill future vacancies for similar positions within the next 6 months.

In addition to providing a dynamic work environment, we offer a competitive salary and benefits package.

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