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Operational Liaison Representative
2 months ago
Operational Liaison Representative Job Description
**About the Role**
We are seeking a highly skilled Operational Liaison Representative to join our team at the City of Calgary. As a key member of our customer service team, you will play a critical role in delivering exceptional service to our citizens.
**Key Responsibilities**
* Respond to a high volume of citizen inquiries via telephone, email, and web inquiries, providing timely and effective resolutions to their concerns.
* Manage information related to citizen concerns, complete follow-up work, and correlate, correct, and process service and work orders.
* Recognize and flag potential escalations, dispatching appropriate crews to address outstanding issues and reduce impact to health, property damage, and/or the City's reputation.
* Schedule appointments for crews to maintain water and sanitary assets, and enter data collected from various sources into data management systems to maintain the accuracy and quality of asset management and customer service records.
* Compile statistics to improve the flow of work or service to citizens and submit recommendations.
**Requirements**
* A High School diploma or equivalency combined with at least 5 years of customer service experience utilizing computer programs while on the phone gathering customer information.
* Intermediate proficiency with Microsoft Office (Excel, Outlook, and Word) is considered an asset.
* Knowledge and previous experience of using 3-1-1, OWAM, and Pelican Software applications is considered an asset.
* Strong communication, collaboration, and customer service skills are essential.
* The ability to troubleshoot, keep track of details, and problem-solve is required.
* The ability to multi-task, prioritize, and action time-sensitive requests is essential.
**What We Offer**
* Competitive wages, pensions, and benefits.
* Support for work-life balance, physical and psychological safety, and professional development opportunities.
* A respectful, inclusive, and equitable workplace that values diversity, equity, and inclusion.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.
