311 Agent: Clerk III
City Of Edmonton
Edmonton, AB
Job Number
: 36718
Can you thrive in a high-volume call centre - moving from one inquiry right to the next?
Is shift work a great fit with your life-style?
Are you a whiz at navigating on a computer?
Yes? Then read on!

The 311 agent is an excellent communicator, bringing a heightened level of communication and listening skills to their consistently busy days. When citizens have questions, the 311 Agent is there to help provide information and services to resolve their inquiry.

311 Agents respond to the needs, challenges and richness of a diverse and dynamic community, and apply the required respectful mindset and technical skills.

The City’s 311 Call Centre is looking for exceptional communicators to join their team and become ambassadors for the City in our dynamic, shift work environment.

As a strong, contributing team player and being mindful of the City’s Cultural Commitments to Safe, Helpful, Accountable, Integrated and Excellent, you will:
Represent the City of Edmonton while answering inbound calls, ensuring a professional and welcoming caller experience, even in challenging situations
Respond to inquiries and determine required services by utilizing active listening and probing skills to facilitate a resolution
Apply well-developed writing skills that reflect sound grammar, professionalism and accuracy
Ensure that all communications (written and verbal) comply with consistent service standards
Shift seamlessly from one caller to the next, exercising focus, resilience and the ability to efficiently navigate multiple systems
Apply well-developed problem solving skills by concurrently using multiple systems to handle inquiries, researching answers and entering requests for service, comments or complaints for investigation
Respond to challenging calls with a clear commitment to providing excellent customer service; balance the need to align with business requirements with the goal of satisfying individual caller requests
Keep up-to-date on the City of Edmonton's activities and programs
Demonstrate respectful, inclusive and positive behaviour; support the team through reliability in the context of a shift-work environment
Grade 12, including business subjects with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school/college
Minimum of 3 years of experience in a customer service environment; 311 Call Centre experience and training are assets
Excellent verbal and written communication skills
Well-developed problem solving skills
Highly developed customer service and telephone communication skills, with a focus on active listening
Demonstrated professionalism, displaying a courteous, friendly and positive attitude, even in the face of challenging callers and situations
Ability to exercise good judgment in public relations when dealing with members of the public, media and all levels of staff, including elected officials
Well-developed computer navigation skills with experience conducting research using various tools with emphasis on delivering accurate information
Ability to work in a fast paced, high-volume, detail oriented environment with a strong focus on multi-tasking, organizational and time management skills
Proven success performing individually and as an active, reliable and engaged team player
Proven reliability, with a consistent record of attendance at work
Ability to work various shifts
Comfort with having calls recorded on an ongoing basis
Demonstrated proficiency in Microsoft Office - Word, Excel and other knowledge of database tools such as Google Applications and Gmail
Experience using POSSE, TACS and SAP are considered assets
Internal candidates must be meeting performance standards and not currently on a formal performance action plan
Applicants may be required to complete a Police Information Check; hire would be dependent upon results satisfactory to the City of Edmonton
Applicants may be tested

We are an equal opportunity employer.
We welcome diversity and encourage applications from all qualified individuals.

Up to 3 part-time, permanent positions

Hours of Work: Part-time will be a prorated annual average of 28 hours per week for part-time but can flex up to 39 based on business needs This is a 24/7 operation. You must be available for weekend, weeknight and day shifts. Shifts are determined by call arrival trends.

Salary: $25.448 - $31.909 (Hourly); $53,135.420 - $66,625.990 (Annually)

Talent Acquisition Consultant: RF/KC

Classification Title : Clerk III - 8 Hours
Posting Date
: Jul 18, 2019
Closing Date
: Aug 1, 2019 11:59:00 PM (MDT)
Number of Openings (up to)
: 3 - Permanent Part-time
Union : CSU 52
: Engagement
Work Location(s)
Edmonton City Centre West, 10200-102 Avenue NW

T5J 4B7