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.

The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

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.
  
• All City of Calgary employees are expected to be vaccinated against COVID-19. For more information, please refer to the COVID-19 Vaccination Policy.
  
  

Union: ATU Local 583

Business Unit: Calgary Transit

Position Type: Up to 6 On-Call Positions

Location: 1417C - 33 Street SW

Compensation: $29.71 - 39.74 per hour

Days of Work: This position works various hours, including

daytime, evenings and weekends

Hours of work: On-call hours, based upon operational requirements.

Audience: Internal/External

Apply By: February 10, 2022

Job ID #: 305043

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