Customer Experience Host

The City of Red Deer•Red Deer, AB

3d•CA$30 - CA$32•Onsite

About The Position

The City of Red Deer is currently recruiting to fill two (2) permanent part-time positions for a Customer Experience Host – City Hall. The Customer Experience Host will provide the welcoming first impression to customers in person, on the telephone or electronically when they interact with The City of Red Deer. This position has the primary duty of helping customers/visitors feel welcome and determine how best to assist them. The Host is responsible for greeting and assisting customers/visitors to City Hall, serving as primary reception for the organization, and projecting a pleasant and personable demeanour, and ensuring a positive experience for customers and citizens.

Requirements

Grade 12 with minimum 5 years of related customer service experience in a political and public facing industry.
Ability to be assertive and to deal with aggressive or unpleasant behaviour either face to face or over the phone with difficult customers. Excellent conflict resolution skills.
Knowledge of The City, its programs and services, and the ability to maintain awareness of current programs and events.
Ability to communicate effectively, respectfully, and clearly.
Basic computer skills with Word, One Note, Teams, Excel, and familiarity with reddeer.ca.
Ability to work independently in accordance with policies and procedures.
Ability to take customer suggestions and provide internal feedback to enhance department and corporation procedures.
Ability to attain Current Standard First Aid and Cardiopulmonary Resuscitation (CPR) Level 'C'.
Ability to walk and stand for long periods of time.
Ability to lift up to 25 lbs.

Nice To Haves

Customer service experience in a municipal or other public sector environment would be an asset.
Preference given to candidates with training in conflict resolution (ex. verbal judo, peace in the workplace, etc.).
Maintains an awareness of current programs offered by The City, as well as special events and downtown programming.
Keeps up to date with and provides visitors with accurate information about the city, and the services and programs available through The City.

Responsibilities

Deliver Front-Line Customer Service - Greet all visitors, provide a welcoming environment, and direct them to the appropriate department or service.
Manage Reception and Telephone Operations - Answer and route calls via the main City line professionally, ensuring accurate and timely communication.
Assist and Resolve Customer Inquiries - Respond to inquiries (in-person and phone), including handling difficult interactions with professionalism.
Coordinate with City Departments - Liaise with internal departments to address customer needs and ensure seamless service delivery.
Support Digital Access and Self-Service Tools - Help customers navigate and use online systems available at City Hall.
Monitor and Maintain Front Entrance Area - Ensure the lobby/vestibule is clean, organized, and presentable; coordinate with custodial services when needed.
Escalate Issues and Track Customer Feedback - Report complaints and relevant information to appropriate departments and advocate for service improvements.
Provide Administrative and Document Handling Support - Receive, process, and distribute documents (e.g., tax forms, election materials, packages).
Support Emergency Procedures - Assist with evacuation protocols, control building access during emergencies, and support the Chief Fire Warden role.
Assist with Cross-Functional and Mailroom Duties - Provide backup support for data entry, mailroom operations, and internal delivery without impacting front desk service.