Contact Centre Advisor

Government of Alberta•Edmonton, AB

4d•CA$57,215 - CA$72,395•Onsite

About The Position

The Alberta Public Service works to build a stronger province for current and future generations. We make a difference in the lives of Albertans through rewarding and diverse career opportunities. The Court and Justice Services (CJS) Division provides a wide range of resolution and court services for people involved in legal disputes. In collaboration with the courts of Alberta, Court and Justice Services provide various programs and services including educating and helping Albertans finding solutions for legal issues, navigating the court system, offering programs at no cost or a nominal charge, and administrative support to all courts in Alberta. As a Contact Centre Advisor with Court and Justice Services (CJS), you will use your knowledge of policies, programs, and procedures to deliver accurate information and exceptional client service experiences.

Requirements

Strong interpersonal skills and the ability to build effective relationships with stakeholders, colleagues, and Albertans.
Excellent communication skills, including verbal, written, and active listening abilities.
Strong organizational and time-management skills, with the ability to manage a high volume of work while maintaining accuracy and attention to detail.
Proven problem-solving, research, and analytical skills.
Sound judgment and decision-making abilities.
Flexibility and adaptability to manage changing priorities and responsibilities in a fast-paced environment.
High School Diploma and three (3) years of related experience in a contact centre and/or customer service environment.
Equivalency: Directly related experience or education will be considered on the basis of: One year of experience for one year of education; or One year of education for one year of experience.

Nice To Haves

Experience in a call centre environment.
Experience in the legal field, such as working in a law firm and/or courthouse.
Education related to the legal field, such as Justice/Legal Studies or Criminology.
Experience using Customer Relationship Management (CRM) software.
Experience using legal software applications such as CASES (used by courts for civil cases) and JOIN (Justice Online Information Network).
Experience using Microsoft Office applications, including Word and Excel.

Responsibilities

Screen and assess each call to identify high level/preliminary client needs and provide accurate, timely information and guidance regarding programs, services, applications, and resources, in accordance with legislative, regulatory, policy, and operational requirements.
Provide appropriate referrals to municipal, provincial, and federal government departments, assessment services, agencies, associations, courts, law enforcement bodies, and legal bodies when inquiries and/or needs fall outside CJS programs and services.
Provide information to the public using knowledge-based tools & decision trees.
Respond to public inquiries through multiple contact channels, including telephone, email, and in-person.
Participate in a rotational schedule at Information Kiosks located within court locations, assisting the public who attend court and responding to general queries.