Job description
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. The City offers unique, diverse jobs and a variety of work locations. 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 a Call Centre Representative in Calgary Transit (CT), you will provide 24/7 front-line customer service to Calgarians, newcomers, visitors, and internal business units. Primary duties include:
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Coordinate with Public Safety and Enforcement, and Rail and Bus Control, to ensure the safety and security of CT customers and property.
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Receive and dispatch calls to and from: customers, protective services officers, Emergency Medical Services, Calgary Police Services, Calgary Fire Department, Enmax, Rail or Bus Control, and alarm companies.
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Resolve inquiries regarding service, information, concerns, and commendations.
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Respond to customer inquiries regarding CT services, including route and schedule information, by telephone, Text Telephone (TTY), email, and use of database.
Qualifications
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A High School Diploma or equivalency (e.g. GED) and at least 4 years of customer service experience.
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Previous experience in conflict resolution situations, and knowledge of Calgary’s streets, roads, facilities and communities.
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Intermediate working proficiency in Microsoft Office (Word, Excel and PowerPoint), and basic keyboarding skills.
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Experience using a variety of electronics, software, and the internet; downloading, and burning information to compact discs.
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Applicants must be able to communicate with internal and external customers, using the telephone, two-ray radio system, and in person.
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The ideal applicant will demonstrate:
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Accuracy, attention to detail, and the ability to remain attentive for long periods of time to ensure information is recorded correctly;
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Rational decision making, strong problem solving and critical thinking skills; and
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The ability to manage a demanding workload; calmly adapt to changing priorities in a complex work environment; and maintain composure when dealing with emergencies, volatile situations, and graphic images.
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Pre-employment Requirements
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A security clearance will be conducted.
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Successful applicants must provide proof of qualifications.
Union: ATU Local 583
Business Unit: Calgary Transit
Position Type: 6 On-Call Positions
Location: 1417C 33 Street SW
Compensation: $29.71 - 39.74 per hour
Days of Work: This position works various hours, including
daytime, evenings and weekends.
Hours of work: On-call hours, based upon operational requirements.
Audience: Internal/External
Apply By: November 16, 2022
Job ID #: 306490
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