Job Description

Rocky View County is committed to providing our employees a respectful and stable work environment, work/life balance, and opportunities for professional learning and personal growth. We seek individuals who thrive on challenge and will contribute their positive energy, innovation, and service mindset to making a difference and contributing meaningfully to the vibrant community of 45,000 people who call Rocky View County home.



If you're a natural communicator who enjoys helping people find clear answers in a busy, service-focused environment, this 18-month opportunity may be a perfect fit. We're looking for a Customer Care Clerk who brings professionalism, patience, and strong customer service skills to every interaction--whether over the phone, by email, or at the front counter. In this temporary role, you'll support both our Call Centre and Reception teams, helping residents navigate municipal services and planning inquiries with confidence and care. As part of our team, you'll also enjoy vacation accrual and full medical and dental benefits throughout the term of your employment.

Position Summary

The Customer Care Clerk provides superior, front-line customer service by responding to incoming calls, emails, and in-person inquiries related to general municipal services as well as specific planning and development matters. This role supports both the Call Centre and Reception teams and performs a variety of administrative and operational tasks as assigned by the Manager.

The position requires a courteous, patient, and articulate communicator who can maintain a professional tone, apply excellent telephone etiquette, and effectively guiding callers to accurate information and appropriate County resources. The incumbent must be comfortable interacting with a wide range of customers, learning and communicating complex departmental processes, and contributing to a positive, solution-focused client experience.

Core Accountabilities

Customer Service and Communication

Develop a working knowledge of departmental functions, policies, processes, and workflow to provide accurate and timely information. Lead by example by providing superior customer service aligned with County values, industry best practices, and a professional, solutions-focused approach. Provide timely, friendly, and courteous customer contact, ensuring all callers and visitors are greeted professionally and directed appropriately. Apply strong telephone etiquette, including appropriate tone, clarity, active listening, and patience--particularly when managing complex, emotional, or frustrated customers. Demonstrate the ability to de-escalate situations, diffuse frustration, and maintain composure while ensuring customers feel heard and supported. Handle all customer service communication (phone, email, public inquiries, etc.) with an emphasis on respectful, professional, and empathetic interactions. Track customer service inquiries to ensure appropriate follow-up occurs within required timelines. Process operations-related inquiries in CountyWorks, including data entry and follow-up to support an effective public response. Provide daily relief coverage for Call Centre Representatives and Reception as required.

Planning -Specific Accountabilities

Assist customers via phone and email with planning and development inquiries including zoning, redesignation and subdivision processes, development permits, application status updates, land use bylaw information, and general concerns or complaints. Reduce the need to redirect calls to Planners, Development Officers, and Planning Assistants by answering questions wherever possible and directing enquiries to the correct internal contact when necessary.

Administrative and Operational Support

Handle document-related tasks including mailouts, scanning, photocopying, binding, assembling materials, and other administrative requests. Maintain and coordinate office supply requests and inventory for the organization. Process incoming and outgoing mail and distribute appropriately. Prepare labels for outgoing correspondence. Provide general administrative support to departmental staff as assigned. Assist with special projects, general office duties, and other responsibilities as assigned by the Supervisor or Manager. Work in accordance with the RVC Health and Safety Program and the Alberta OHS Act, Regulation, and Code. Take reasonable care to protect both personal health and safety and the safety of others at or near the worksite.

Position Requirements

Completion of specialized training in a related field along with a minimum of three (3) years of progressively responsible and diversified office experience in word and information processing with emphasis on customer service.

Completion of specialized or post-secondary training in a related field, with emphasis on customer service along with a minimum of three (3) years of progressively responsible office experience involving customer service, word processing, and information management. Excellent written communication skills including grammar, spelling, clarity, and professional business writing. Strong telephone etiquette, including professional tone, active listening, patience, and the ability to manage and diffuse customer frustration effectively. Demonstrated ability to maintain a pleasant, professional demeanor and foster harmonious working relationships with internal staff and external customers. Working knowledge of switchboard operations. Strong initiative and problem-solving skills with the ability to identify customer needs and provide accurate information or direction. Knowledge of municipal government processes is an asset. Ability to follow broad guidelines, prioritize tasks, and work independently while maintaining confidentiality. Intermediate proficiency with MS Office Suite and the ability to learn additional software and databases as required.

We thank applicants for their interest. Only those selected for an interview will be contacted.

Applications can be submitted online at www.rockyview.ca/careers

Closing Date:

December 6, 2025 at 10 pm or until a suitable candidate is found.



We thank all applicants for their interest; however, only those selected for interviews will be contacted.