Job Description

Do you take pride in your work? Do you enjoy conversing with the public?

Make a difference to the citizens of Edmonton!

We are looking for a Customer Service Champion to assist with booking door-to-door public transportation.

DATS (Dedicated Accessible Transit Service) Client Booking Agents deliver quality information and services to the City of Edmonton citizens and DATS registrants in a timely, concise and courteous manner. This involves trip booking, registration, commendation and concerns, and providing information about DATS policy and procedures to customers.

With a focus on the City of Edmonton\xe2\x80\x99s Cultural Commitments to Safe, Helpful, Accountable, Integrated and Excellent, you will:

• Ensure client satisfaction by processing trip requests electronically from DATS clients including receiving, processing and recording booking information, trip requests and cancellations via telephone, fax and telecommunications device
• Initiate first call resolution including problem solving by clarifying and assessing client needs
• Act as a positive and professional liaison by assisting with DATS registration and community relations
• Ensure client contentment by providing accurate policy and procedural information and assisting with trip planning
• Perform other related duties as required

Qualifications

• Completion of the twelfth (12th) school grade including business subjects related to general office practices or completion of an appropriate certificate program from an approved business school/college, such as a Call Centre certificate
• Minimum of two (2) years of diversified administrative experience, including providing customer information through telephone service
• Knowledge of City of Edmonton area
• Ability to work independently and professionally within a team environment
• Familiarity with applicable computer software, such as Google Workspace (Gmail, Calendar, etc) and the ability to learn and adapt to evolving technology
• Demonstrated ability to provide excellent customer service in a fast paced environment
• Excellent time management and telephone skills are required
• Exceptionally strong communication (written and verbal), customer service, interpersonal and decision making skills and the ability to establish and maintain effective working relationships in a multidisciplinary team environment
• Strong organization, conflict management and prioritization skills
• Demonstrated excellence performing well in a team environment
• Demonstrated ability to produce accurate work in a high volume, time sensitive environment
• Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position, there may be a cost associated with this requirement.
• Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City\xe2\x80\x99s Cultural Commitments, please visit
• Demonstrate the foundational competencies, key behaviours and attributes of the City\xe2\x80\x99s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City\xe2\x80\x99s leadership competencies, please visit
• Applicants may be tested

Assets:

• Call centre experience
• Training or coursework related to Call Centre certification
• Familiarity with Trapeze (Scheduling and trip booking software)
• Knowledge of DATS services or paratransit
• Knowledge of Edmonton Transit Service (ETS)

The City of Edmonton is committed to inclusive, respectful and equitable workplaces that represent the communities we serve. We continuously improve our systems, policies and practices to remove barriers and ensure our employees, in all their diversity, can succeed. We value applicants with a diverse range of skills, experiences and competencies, and encourage you to apply. To learn more, see the Art of Inclusion: Our Diversity and Inclusion Framework here: .

The City of Edmonton strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact .

Up to 1 temporary part-time position for up to 11 months

Hours of Work: Up to 20 hours per week. Successful candidates will be required to work on Weekends, Statutory Holidays and be available to work shifts (6:00 a.m. to 7:00 p.m.)

The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.

Salary: $23.664 - $29.385 (Hourly); $41,690.050 - $51,769.020 (Annually)

Talent Acquisition Consultant: SL/MZ

City of Edmonton