Customer Service Specialist

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. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. 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.
- As the Customer Service Specialist, you will provide customer service for citizens wishing to claim vehicles that have been seized, determine the status of the vehicle to ensure the vehicle can be released, confirm the identity of individuals claiming the vehicle, acquire copies of appropriate identification with release documents and collect all outstanding fees associated with vehicle impoundment. You will also answer inquiries about parking permits, parking tags, and appeals. Primary duties include:

- Enter, update, and maintain accurate records of impoundment of seized vehicles.
- Process the release of vehicles and contents to owners. Verify proper identification, process payments, and ensure proper documentation and requirements of the Traffic Safety Act and Calgary Parking company policies are met prior to release.
- Process and reconcile parking tag payments and Park Plus account payments using various methods, including manual credit card payout authorization and payments received over the radio from customer attendants.
- Correspond with Calgary Police Services (CPS) to process CPS chargebacks and provide refunds as necessary.
- Address and resolve parking tag issues by providing reasons for issuance, processing payments through Point of Sale (POS) software, and providing assistance on the tag appeal process.
- Manage and address all phone inquiries from the call center. Educate the public on City bylaws and provide accurate information in accordance with the Traffic Safety Act and Calgary Parking policies.
- Coordinate office activities and daily operations to secure efficiency and compliance to company policies.

**Qualifications**
- A High School Diploma or equivalency (e.g. GED) plus job-related course work, and at least 3 years of customer service experience.
- Basic proficiency with Microsoft Office (Word, Excel, Outlook) is required.
- Previous experience working within a policing environment utilizing electronic record management systems such as the Canadian Police Information Centre (CPIC) would be considered an asset.
- Knowledge of municipal government and parking enforcement would also be an asset.
- Ability to deal professionally, courteously, and effectively with a diverse range of people, using judgement, tact and sound decision-making skills.
- Ability to demonstrate proficient communication styles, including verbal and written communications to ensure messaging is clear, concise, and accurate.
- Success in this role requires a high attention to detail; the ability to problem solve; strong organizational skills; and the ability to professionally manage and preserve confidential information.

**Working Conditions**:High volume customer service office environment with potential exposure to upset clients at front counter or by telephone.

**Pre-employment Requirements**
- Successful applicants must provide proof of qualifications.
- Union: CUPE Local 38
- Business Unit: Mobility
- Position Type: 4 Permanent
- Location: 400 39 Avenue SE
- Compensation: Pay Grade 6 $32.24 - 43.12 per hour
(2024 Rates)
- Days of Work: This position works
various days; evenings and weekend shift work is required.
- Hours of work: Non-standard 35 hour work week
- Audience: Internal/External
- Job ID #: 310715