Public Service Representative

In this role, you will provide day-to-day operational support to Facility Maintenance Services by dispatching emergency and high-priority calls, managing and processing internal and external client requests received by viaSAP , email or phone.

You will also resolve incoming and outgoing calls utilizing trade based knowledge, scripting, and a network of contacts.
This position requires an understanding of Facility Maintenance operations and SAP Plant Maintenance. Work is performed with limited direct supervision and is evaluated based on overall service delivery, reports, records, discussions, and complaints received.

Your success will be measured by your ability to achieve results in a respectful, inclusive and service-minded way.

With a focus on the City of Edmonton’s Cultural Commitments to Safe, Helpful, Accountable, Integrated and Excellent, you will:

• Process telephone calls, and email (including 311 inquiries) regarding facility service requests, safety system alarms and public safety
• Dispatch emergency and high-priority calls as required to Foreperson/Supervisor and Contracted Services or Vendors and complete associated work orders
• Same day processing of service requests and work orders of client service calls
• Ensure all information taken for various work is entered accurately and timely into the SAP system and assigned to various trades personnel
• Determine personnel to be dispatched based on type of call/trade required by zone
• Clarify and assess client needs, provide solutions or refer the client to the appropriate person for resolution, provide status updates
• Determine if requests are recoverable and appropriate create settlement
• Utilize available technology and software applications (SAP, Cisco, Google) to maximize service accuracy and efficiency for the operational unit
• Provide support to field and operations staff
• Create internal service requests as a result of on-site observations by field staff
• Network with client on behalf of trades and assist Foreperson or Supervisor on information for clarity as required
• Share ideas for improvement and knowledge with co-workers to provide the highest level of service
• Receive and action any after hours requests received by the after hours call center or overnight voicemails
• Relay to client departments any calls received and / or actioned after hours
• Perform other related duties as required

• Completion of Grade 12, supplemented by 2 related courses in the technical area of specialty i.e. call centers, public relations or communications and
• Minimum of 3 years’ public relations and business experience
  OR
• High school education and a minimum of 5 years’ public relations and business experience, including minimum of 2 years’ of related and relevant experience
• Knowledge of technical, mechanical and operational requirements related to maintenance/equipment and services
• Excellent customer service and problem solving skills
• Ability to think and react quickly and calmly under pressure
• Demonstrated proficiency in SAP Plant Maintenance, Google tools, and general computer skills
• Knowledge of the applicable procedures, policies and regulations pertaining to the area of specialty
• Ability to communicate effectively with a variety of clients, trade staff, business partners, and public
• Strong writing skills with the ability to provide clear instructions
• Demonstrate service excellence, embracing diversity and promoting inclusiveness
• 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’s Cultural Commitments, please visit edmonton.ca/our-culture
• Demonstrate the foundational competencies, key behaviours and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City’s leadership competencies, please visit edmonton.ca/our-culture
• Applicants may be tested

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: https://bit.ly/3hd2d95.

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 Employment@edmonton.ca

Up to 1 permanent full-time position

Hours of Work: 33.75 hours per week. Monday through Friday.
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 Range: $26.928 - $33.765 (Hourly)

Talent Acquisition Consultant: PL/RA

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