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Form of workIf you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, joinThe City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. 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, you will provide 24/7 front-line customer service by answering non-emergency and emergency calls from the public, providing Transit related information, and dispatch services for the Transit Public Safety officers. You will provide invaluable service to Calgary Transit (CT) customers. Primary duties include:
- Answer non-emergency and emergency calls for Transit Public Safety.
- Monitor a vast closed circuit television (CCTV) system of 1500+ cameras.
- Coordinate with internal and external partners including Public Safety and Enforcement officers, to ensure the safety and security of CT customers and property.
- Resolve and respond to inquiries regarding service, information and customer requests by telephone, text telephone (TTY), email, Twitter, and the Transit Watch text and phone line.
- Create reports and other communications accurately and with concise details.
Qualifications
- A High School Diploma or equivalency (e.g. GED) and at least 4 years of experience providing customer service to the public, handling situations that require problem solving and/or conflict resolution.
- Computer proficiency and a minimum typing speed of 35 words per minute.
- Applicants must possess knowledge of Calgary streets, facilities, landmarks, and communities.
- Preference will be given to applicants who possess the following:
- Experience working in a high-pressure or high-volume Call Centre and in a shift work environment.
- Courses in public safety or emergency communications studies OR security operations experience including CCTV monitoring and radio dispatching.
- Excellent communication and strong writing skills.
- The following competencies would be considered assets:
- Strong communication skills, including active listening skills and a commanding telephone presence.
- Strong technology skills and the ability to keep pace and adapt to technological changes.
- Excellent customer service skills, conflict resolution skills and a desire to help others.
- Resiliency and stress tolerance, and the ability to stay calm and focused when dealing with stressful situations. Attention to detail and accuracy when recording information.
- Attention to detail and accuracy when recording information.
- The ability to multi-task, make sound rational decisions, and use critical thinking when information may not be clear.
Pre-employment Requirements
- An enhanced security clearance will be conducted.
- Applicants will be tested for appropriate skills.
- Successful applicants must provide proof of qualifications.
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