Call Centre Representative - On-Call
City of Calgary
Calgary, AB
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.

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:
Coordinate with Public Safety and Enforcement, and Rail and Bus Control, to ensure the safety and security of CT customers and property.
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.
Resolve inquiries regarding service, information, concerns, and commendations.
Respond to customer inquiries regarding CT services, including route and schedule information, by telephone, Text Telephone (TTY), email, and use of database.

Qualifications
A High School Diploma or equivalency (e.g. GED) and at least 4 years of customer service experience.
Previous experience in conflict resolution situations, and knowledge of Calgary’s streets, roads, facilities and communities.
Intermediate working proficiency in Microsoft Office (Word, Excel and PowerPoint), and basic keyboarding skills.
Experience using a variety of electronics, software, and the internet; downloading, and burning information to compact discs.
Applicants must be able to communicate with internal and external customers, using the telephone, two-ray radio system, and in person.

The ideal applicant will demonstrate:
Accuracy, attention to detail, and the ability to remain attentive for long periods of time to ensure information is recorded correctly;
Rational decision making, strong problem solving and critical thinking skills; and
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.
Pre-employment Requirements
A security clearance will be conducted.
Successful applicants must provide proof of qualifications.

Union: ATU Local 583
Business Unit: Calgary Transit
Position Type: 8 On-Call Positions
Location: 1417C - 33 Street S.W.
Compensation: $29.27 - 39.15 per hour (2017 rates)
Days of Work: This position works various hours, including
daytime, evenings and weekends
Hours of work: On-call hours, based upon operational requirements.
Audience: External
Apply By: November 15, 2018

Job ID #: 301423