Call Center Representative

Rocky View County is committed to providing our employees a respectful and stable work environment, unique benefits that promote work/life balance, and opportunities for professional learning and personal growth. We seek individuals who thrive on challenge and will contribute their positive energy, innovation, and service mindset to making a difference and contributing meaningfully to the vibrant community of 40,000 people who call Rocky View County home.

Position Summary:
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.

In exchange we provide the ability to grow professionally while being supported with paid training opportunities, a competitive salary, benefits after 30 days, 27 paid days off in first year + general holidays, pension plan, paid sick time, and more.

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.

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 all applicants for their interest; however, only those selected for interviews will be contacted.

Please Note: All applicants must be legally entitled to live and work in Canada.

The personal information in this application is being collected for the purpose of the selection and recruitment and is collected under the authority of the Freedom of Information and Protection of Privacy Act, section 33(c). If you have questions regarding the collection or use of this information, contact the Director of Employee Relations.

Job Type: Full-time

Salary: $54,009.00-$63,460.00 per year