Consumer Services Representative

Consumer Services Representative

The Alberta Motor Vehicle Industry Council (AMVIC) is Alberta’s automotive industry regulator. AMVIC is a public agency accountable to the Minister of Service Alberta and the Government of Alberta. AMVIC protects consumers and industry from unfair practices in the automotive business industry. Consumer protection and a fair marketplace are achieved through AMVIC-managed mandatory licensing for automotive businesses and salesperson registrations as required by the Consumer Protection Act. AMVIC works to uphold industry standards through education of licensees and consumers.

This position reports to the Consumer Services Supervisor. The consumer services department consists of a supervisor and three full-time consumer services representatives. The position resides in the Edmonton office and requires daily attendance Monday to Friday. On occasion overtime may be required to meet job demands with prior approval from Consumer Services Supervisor.

**Responsibilities**:

- Reviewing, interpreting and enforcing relevant legislation. Understanding the Consumer Protection Act, Automotive Business Regulation, and AMVIC policies. Ability to analyse facts and interpret legislation and policy to determine whether a complaint falls within AMVIC’s jurisdiction. Working within defined policies and procedures.
- Working on a telephone queue system to assist consumers with system issues and general inquiry calls.
- Initial assessment and subsequent documentation of inquiries and complaints made by consumers, industry and other enforcement agencies regarding alleged improper practices and actions in the provincial motor vehicle sales industry. Ensuring accurate and timely activity notes in in-house database.
- Provide guidance to consumers and stakeholder representatives in addressing non-jurisdictional issues, education and resources.
- Handling files to determine which department is best equipped to handle specific complaints to drive desired results. Using preliminary examination skills and probing to address difficult questions. Ability to deal with difficult situations and conversations.
- Following up with complainants and stakeholders in order to obtain missing or accurate information regarding the complaint.
- Assisting consumers and automotive businesses through the alternate dispute process in hopes of reaching a mutually satisfying resolution.
- Ability to recognize and interpret trends and report to appropriate management.
- Ability to work well with the consumers, complainants, stakeholders, and law enforcement agencies in a professional manner.
- Conducting third party database (Cores and ROADS) inquires on behalf of investigations department.
- Other duties as assigned

Qualifications and technical skills
- A diploma or degree in public administration, business administration, mediation or an equivalent combination of education and experience.
- Minimum of three (3) years’ experience working in a similar capacity receiving, documenting and coordinating consumer complaints in a complex regulatory industry; providing customer service and improvement initiatives.
- Strong customer service skills active listening and the ability to show empathy. Demonstrate capacity to listen impartially and to fairly analyse complaints based on facts.
- Have excellent communication skills (written and verbal). Excellent organization, interpersonal, time-management skills. Strong attention to detail. Strong computer and data entry skills including proficient use of Work, Excel and database software.
- Excellent analytical, problem solving and decision making skills. Strong capacity to problem solve and to select among a variety of alternative solutions.
- Ability to work independently and as a member of a team.
- Capacity to remain calm under pressure.
- Ability to multi-task in stressful situations.
- Ability to maintain and practice strict confidentiality.

AMVIC offers:

- Competitive compensation.
- Excellent group health benefits (life insurance, health, dental, vision, long term and short term disability).
- Group RRSP.
- Health and wellness account.
- Professional development opportunities.
- Positive workplace, upbeat corporate culture.
- Career growth potential.

For more information about AMVIC please visit our website at amvic.org.

**Salary**: From $40,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- RRSP match
- Vision care
- Wellness program

Schedule:

- Day shift
- Monday to Friday

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 3 years (preferred)