Customer Service Representative, On-Call

at  City of Calgary

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 Customer Service Representative, you will provide direct frontline customer service to the citizens of Calgary in-person, over the phone, and via email related to the services provided by Animal Care & Pet Licensing and in compliance with the Responsible Pet Ownership Bylaw. You will facilitate the reunification of impounded animals with their owners, process and reconcile animal licence purchases and renewals and coordinate the surgery scheduling for the No Cost Spay Neuter Program. Primary duties include:

• Answer questions and address concerns from citizens, provide information regarding services provided, relevant bylaws and processes and animal licensing requirements.
• Assist citizens with animal licence purchases, renewals, cancellations, and transfers.
• Assist citizens with animal redemption.
• Collect license and redemption related funds from customers.
• Schedule surgeries, answer questions and provide support for the No Cost Spay and Neuter program.
• Request and process proof of spay and neuter certificates for newly licensed pets.
• Schedule adoption appointments, answer questions and process pet adoptions.
• Provide information and assistance on the Safekeep program.
• Reconcile daily financial transactions from payments made online, through 311, at the front counter and payments received at City Hall.
• Complete online refunds, coordinate and track all refunds or Non-Purchase Order (non-PO) requests.

QUALIFICATIONS

• A High School Diploma or equivalent (e.g. GED) plus job related course work and at least 3 years of front-facing customer service experience within the past 5 years, plus or including experience with animal care such as (but not limited to) in an animal shelter, animal rescue and/or vet clinic environment for a continuous period of at least 1 year. Experience with cats and dogs is required; experience with livestock and other animals is not considered.
• A post-secondary accounting course is required, including but not limited to accounting, financial accounting, accounting principles, accounting fundamentals, bookkeeping.
• An intermediate level of proficiency with Microsoft Office (Word, Excel, and Outlook) is required, along with the ability to enter data in an accurate and proficient manner.
• Applicants must be eligible to obtain a Commissioner of Oaths appointment.
• Experience working with the Chameleon database and the 311 Customer Service Request Motorola system will be an asset.
• Strong customer service and communication skills; a high attention to detail, excellent organizational skills, the ability to multitask, well developed conflict resolution skills, and the ability to handle difficult conversations while maintaining confidentiality on sensitive issues.
  Working Conditions: High volume customer service office environment with potential exposure to upset clients at front counter, by telephone or email.

PRE-EMPLOYMENT REQUIREMENTS

• A security clearance will be conducted.
• Applicants will be tested for appropriate skills.
• Successful applicants must provide proof of qualifications.
  Union: CUPE Local 38
  Business Unit: Emergency Management &
  Community Safety
  Position Type: 3 On-Call
  Location: 2201 Portland Street SE
  Compensation: Pay Grade 7 $34.33 - 45.94 per hour
  (2024 Rates)
  Days of Work: Days of work vary based on
  operational requirements.
  Hours of work: On-Call hours vary based on
  operational requirements.
  Audience: Internal/External
  Apply By: October 3, 2024
  Job ID #: 310580

• Answer questions and address concerns from citizens, provide information regarding services provided, relevant bylaws and processes and animal licensing requirements.
• Assist citizens with animal licence purchases, renewals, cancellations, and transfers.
• Assist citizens with animal redemption.
• Collect license and redemption related funds from customers.
• Schedule surgeries, answer questions and provide support for the No Cost Spay and Neuter program.
• Request and process proof of spay and neuter certificates for newly licensed pets.
• Schedule adoption appointments, answer questions and process pet adoptions.
• Provide information and assistance on the Safekeep program.
• Reconcile daily financial transactions from payments made online, through 311, at the front counter and payments received at City Hall.
• Complete online refunds, coordinate and track all refunds or Non-Purchase Order (non-PO) requests