Call Centre Representative

Rocky View County values our employees and provides a welcoming and stable work environment where positive energy, creativity, and a service mindset are encouraged. We seek individuals who enjoy making a difference and contributing meaningfully to a vibrant community. Our valued and diverse team of 500+ employees are provided with the same concern, respect, and caring attitude as the 45,000 people who call Rocky View County home.
At Rocky View County we value employee work/life balance. Staff are provided with opportunities to grow professionally while being supported with paid training, a competitive salary, benefits after 30 days, 27 paid days off in their first year, plus general holidays, a pension plan, paid sick time, and a hybrid work environment for eligible positions.
As the first point of contact, the Call Centre Representative needs to project the County in a professional and caring manner. This position is to provide superior customer and receptionist services for Rocky View County as well as various office duties as requested by the Supervisor. As this position is the first point of contact, the ability to manage the nature of the clients and facilitate the handling of them is of the utmost importance.
Core Accountabilities
- Lead by example, by providing superior customer service as well as following and promoting industry best practices and County values and objectives.
- To provide timely and positive initial telephone customer contact that is friendly, professional, and courteous to ensure that all internal and external callers are directed to the appropriate resources.
- Handle all customer service communication (phone, public inquiries, etc.) with emphasis on public and internal relations.
- Tend to all customer concerns with respect and professionalism.
- Track customer service inquiries to ensure follow up occurs in a timely manner.
- Process operations related inquiries in CountyWorks, including data entry and subsequent follow up, to facilitate an effective public response.
- Process Off-Site Pumping Permits and Calcium Applications.
- Provide labels for outgoing correspondence.
- Provide general support for others within the department.
- Work in accordance with the requirements established by the RVC Health and Safety Program and the Alberta OHS Act, Regulation and Code.
- Take reasonable care to protect their health and safety and other persons at or in the vicinity of the worksite while they are working.
- Perform other administrative duties and special projects as assigned.

Position Requirements
Completion of specialized training in a related field along with a minimum three (3) years of progressively responsible and diversified office experience in word and information processing.
- Possess a pleasant personality with an ability to maintain harmonious relations with employees and external customers.
- Must have working knowledge of switchboard.
- Show initiative to assist customers to meet their needs.
- Knowledge of municipal government would be an asset.
- Develop a working knowledge of departmental functions.
- Have good written composition, grammar, spelling, and clarity.
- Possess an ability to follow broad guidelines.
- Possess an ability to maintain confidentiality regarding matters that affect the department and the County as a whole.
- Completion of an applicable post-secondary training with emphasis on customer service.
- Demonstrate knowledge and experience of computer functions (including MS Office Suite).

We thank applicants for their interest. Only those selected for an interview will be contacted.