Job Description

As one of the fastest growing cities in Alberta, the City of Airdrie is a recognized leader in building a vibrant and sustainable community through innovation.
At the City of Airdrie, incredible opportunities happen every day in a flexible work environment that is tailored to each department. Our inclusive culture and values create a workplace where we welcome aspiring, driven and creative individuals to help us accomplish our business and community goals. We are supportive of one another, and we have fun while we serve our community. We are passionate about improving the lives of our residents through care and respect; that is the foundation of our organization. At the City of Airdrie, we learn, grow and accomplish great things together. We're proud to foster a workplace culture built on dedication, teamwork, and genuine care. Our commitment to creating a positive environment is reflected in our employee feedback from the 2025 Employee Engagement Survey, with 92.8% of employees saying they enjoy their work, and 92.6% feeling equipped with the resources they need to stay safe on the job.
If you have a passion for building a better community and are ready to join the excitement, we'd love to hear from you!
The Opportunity:
This is a causal position that will provide relief coverage on an on-call basis for the Customer Experience Team. The Customer Experience Team works out of City Hall Monday to Friday.
The Customer Experience Representative is responsible for providing an enhanced level of customer service through one-on-one phone contact, email correspondence, and in person inquiries. All queries will be supported in a timely, reliable manner, with actively listening to understand concerns, resolve problems, and direct customers to the appropriate resources when necessary.
Responsibilities include:

• Offer an exceptional level of customer satisfaction by providing timely, accurate and concise responses to internal and external inquiries via phone, email and in person as required.
• Act as an ambassador for the City of Airdrie in all interactions, ensuring those engaging with you have a positive experience.
• Ensure customers are directed to the appropriate department or information source at the City, or elsewhere, in a way that reflects well upon the City.
• Provide exceptional customer service by warmly greeting and welcoming visitors to City Hall when assigned to the Welcome Desk.
• Complete data entry and tracking for all inquiries to help identify trends and areas of improvement.
• Effectively research and provide information using the tools available to you.
• Identify opportunities for process improvements through collaboration and assist in the development of knowledge base articles.

You Bring:

• Post-secondary education in Business Administration, Office Administration, or a related field would be an asset
• Minimum one (1) year of experience providing exceptional customer service
• A combination of education and experience may be considered
• Intermediate to advanced proficiency with computers and experience working within a Windows-based environment, including Microsoft Word, Excel, Outlook, and Teams
• Geographic and personal knowledge of Airdrie (preferable but not mandatory)
• Exceptional customer service skills and effective verbal and written communication skills
• Ability to manage a number of varied tasks and effectively manage numerous requests while maintaining strong attention to detail and a high level of accuracy
• Ability to work independently with minimal supervision
• Very strong teamwork and team interaction abilities
• Ability to manage stressful situations, providing calm direction and response
• Strong Communication & Interpersonal Skills
• Problem-Solving & Resourcefulness
• Attention to Detail & Continuous Improvement

We Offer:
The following benefits:

• EAP (employee assistance program)
• Annual adult Genesis Place pass

We believe connection and culture are the keys to our customer service. We do this through continuous learning, regular team building, and organizational social events so all employees have the knowledge to provide excellence in service to our community.
Additional Information:
Please provide a cover letter and resume as part of your application.
Next Steps:
Candidates are invited to apply online. We only accept resumes and additional application documents through our online recruitment system. In-person applications, email or other online forms will not be considered.
If you require an accommodation during any part of the application or hiring process, please contact us at careers@airdrie.ca and we will work with you to meet your needs.
The City of Airdrie is committed to fostering a workplace culture where belonging, equity, accessibility, and diversity are deeply ingrained into all parts of the City, where employees feel they belong, are treated with respect, and where everyone can thrive and contribute to the City's success.
Postings close at 9 p.m. on the closing date listed in the posting. We recommend applying as soon as possible as we are not able to accept late applications.
Please review the job competition carefully and be sure to attach any specifically requested documentation in the My Documents section of your application.
Interviewing and hiring may commence prior to the posted closing date.
Thank you for your interest in the City of Airdrie.

Skills Required