Customer Care Operations Coordinator

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.
- The Customer Care Operations Coordinator is the liaison between Water Services and the City’s 311 Operations Centre to ensure effective customer service delivery. The Customer Care Operations Coordinator coordinates customer service contact requirements, manages service requests and process reviews. Primary duties include:

Evaluate requests to make changes to existing Service Requests (SR) or operational process enhancements, or new SR’s or processes, with all service providers.
- Review and implement business processes, provide content for new training manuals and update existing manuals.
- Work with 311 Business Advisor and 311 Service Coordinator to determine priorities for process enhancement and identify areas needing improvement.
- Support Director’s office with information related to Councilor inquiries and escalated SR’s.
- Represent Water Services' interest when 311 is anticipating major upgrades in the software.
- Establish and maintain internal and external relationships - liaison between Water Services and 311 Operations regarding Service Requests.
- Facilitate meetings to discuss issues, concerns or strategies. Provide directions and oversight for implementation of updates to Service Requests, FAQ, Knowledge Base and Flex Notes with 311.
- Manage client relationships with other Business Units, Enmax and Metercor.
- Coach Field Operations and 311 staff while ensuring quality standards are met.
- Review information contained in the service requests, Frequently Asked Questions (FAQs) and Knowledge Base in 311 to ensure data is accurate, up to date and follows requirements of Water Services.
- Work with 311 Trainer Specialist, provide input on the Water Services training presentation for new hires at 311.

**Qualifications**
***A completed 2 year diploma in Business Administration or a related field.

- Intermediate proficiency with Microsoft Office Suite (Word, Excel, Outlook) is also required.
Knowledge of Motorola Customer Service Request software (CSR 311) and/or System Application and Products (SAP) will be considered assets.
Experience working in Water Services will also be considered an asset.
Strong communication skills, excellent judgement, strong political acumen, interpersonal skills, excellent planning, public engagement, group facilitation and organization skills are required to excel in this role.
Successful performance in this position requires the ability to act independently, politically sensitive and consult with staff at all levels of internal and external organizations; possess excellent judgment, interpersonal skills, and be familiar with project management and business practices.
- **Pre-employment Requirements**Successful applicants must provide proof of qualifications.
- Union: CUPE Local 38
- Business Unit: Water Services
- Position Type: 1 Temporary (up to 18 months)
- Location: 625 25 Avenue S.E
- Compensation: Pay Grade 9 $37.79 - 50.55 per hour
- Days of Work: This position works a 5 day
- work week with 1 day off in a 3 week cycle.
- Hours of work: Standard 35 hour work week
- Audience: Internal/External

- Job ID #: 307748