Requisition ID: 3480
Affiliation: CUPE Municipal
Position Type: Casual
Number of Openings: 2
Bi-weekly Working Hours: As Required
Division/Department: Community Services, Customer Service
Job Location: Fort McMurray
Pay Level: PL7
Rate: $ 43.77
COLA*: Bi-Weekly - $480
Posted (dd/mm/yyyy): 14/06/2025
Closing Date (dd/mm/yyyy): 29/06/2025
Posting Type: Internal and External
- COLA (Cost of Living Allowance) amount listed is based on full-time hours; COLA for casual positions will be prorated based on hours worked.
GENERAL DESCRIPTION:
Under general supervision, the Customer Service Agent supports a variety of administrative and front facing customer service functions within the Municipality. Working closely with team members to coordinate rotating tasks across multiple environments, the Customer Service Agent operates municipal Pulse communication platforms, supports Vehicle for Hire (VFH) programming, and provides reception and administrative support as assigned. This includes processing payments, providing general information and direction, and accepting applications for various municipal functions from the public. The Customer Service Agent is also responsible for providing operational and administrative support to Bylaw members, including providing dispatch services.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Positive attitude and desire to provide exceptional customer service. Ability to deal courteously, tactfully, and effectively with a diverse range of people, using judgment, discretion, and sound decision-making skills, sometimes in conflict and/or complex situations.
- Ability to maintain composure and diplomacy in a demanding work environment.
- Strong verbal and written communication skills.
- Must exercise confidentiality and discretion with client information.
- General math and numeracy skills, including demonstrated proficiency handling cash accurately.
- Advanced listening skills, with the ability to enter data quickly and transcribe detailed information to create enquiry tickets.
- Knowledge of Vehicle for Hire bylaws impacts industry, and related licensing and permit requirements.
- Ability to source information and utilize all available resources to solve problems.
- Strong attention to detail with the ability to learn quickly and retain information.
- Strong multitasking skills and ability to manage a high volume of calls and tasks simultaneously.
- Ability and willingness to adapt to changing priorities, technology, and procedures.
- Knowledge of social media (Facebook, Twitter/X, etc.) and web-based applications.
- Ability to respond, and/or support response, to customer service inquiries via social media.
- Ability to work independently and as part of a collaborative team.
- Proficient in Microsoft Office applications (Outlook, Word, Excel), with the ability to learn other software applications such as (but not limited to) SAP, Omnigo Dispatching System, AS400, and Automatic Vehicle Location applications
EDUCATION AND EXPERIENCE:
- Certificate in Office Administration, Business Administration, Accounting, Paralegal, Criminal Law, or other equivalent education programs are required.
- Three (3) years of related customer service experience in a fast-paced/high volume administrative or office support position is required.
- One (1) year of accounting or cash handling experience processing a variety of payments in an office, municipal, or banking environment is required.
- Previous municipal or banking experience is considered an asset.
- Previous radio experience is considered an asset.
- Related experience in a police or legal environment is considered an asset.
OTHER REQUIREMENTS:
- Submission of a Criminal Record Check is required.
- Equipment and/or competency testing will be required.
- Ability to work a rotating shift that includes holidays, evening/night shifts, and weekends.
- A valid Class Five (5) Operator’s Licence is an asset.
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