Customer Service Agent

Regional Municipality of Wood Buffalo•Derwent, AB

34d

About The Position

Be the difference in someone’s day. At the heart of the Regional Municipality of Wood Buffalo, our Community Services team is all about people. Whether you’re supporting the RCMP, building partnerships, or answering resident inquiries through Pulse, you’re helping create safe, connected, and thriving communities. We’re united by one purpose: serving people and strengthening the region. If you're passionate about making a real difference and want to be part of a collaborative team that supports every corner of the municipality, this is your opportunity to help build a better tomorrow.

Requirements

Positive attitude and desire to provide exceptional customer service. Ability to deal courteously, tactfully, and effectively with a diverse range of people, using judgment, discretion, and sound decision-making skills, sometimes in conflict and/or complex situations.
Ability to maintain composure and diplomacy in a demanding work environment.
Strong verbal and written communication skills.
Must exercise confidentiality and discretion with client information.
General math and numeracy skills, including demonstrated proficiency handling cash accurately.
Advanced listening skills, with the ability to enter data quickly and transcribe detailed information to create enquiry tickets.
Knowledge of Vehicle for Hire bylaws, impacts to industry, and related licensing and permit requirements.
Ability to source information and utilize all available resources to problem solve.
Strong attention to detail with the ability to learn quickly and retain information.
Strong multitasking skills and ability to manage a high volume of calls and tasks simultaneously.
Ability and willingness to adapt to changing priorities, technology, and procedures.
Knowledge of social media (Facebook, Twitter/X, etc.) and web-based applications.
Ability to respond, and/or support response, to customer service inquiries via social media.
Ability to work independently and as part of a collaborative team.
Proficient in Microsoft Office applications (Outlook, Word, Excel), with the ability to learn other software applications such as (but not limited to) SAP, Omnigo Dispatching System, AS400, and Automatic Vehicle Location applications.
Certificate in Office Administration, Business Administration, Accounting, Paralegal, Criminal Law, or other equivalent education program is required.
Three (3) years of related customer service experience in a fast-paced/high volume administrative or office support position is required.
One (1) year of accounting or cash handling experience processing a variety of payments in an office, municipal, or banking environment is required.
Submission of a Criminal Record Check. The ability to acquire and maintain an RCMP enhanced reliability clearance is required.
Equipment and/or competency testing will be required.
Ability to work a rotating shift that includes holidays, evening/night shifts, and weekends.

Nice To Haves

Previous municipal or banking experience is considered an asset.
Previous radio experience is considered an asset.
Related experience in a police or legal environment is considered an asset.
A valid Class Five (5) Operator’s Licence is an asset.

Responsibilities

Receive, direct, and respond to enquiries from a variety of platforms in a prompt, courteous, and professional manner.
Greet visitors and provide front counter reception assistance, including processing courier shipments.
Receive and process payment for a variety of municipal services including but not limited to utilities, property taxes, permits, collections, and licences.
Acquire a basic understanding of procedures for the various applications and permits and assist with the completion of applications for licences and various permits.
Maintain knowledge of municipal bylaws, municipal processes, procedures, and community information.
Record and store lost items turned over to the Municipality and process return of claimed items.
Adhere to cash handling procedures and balance cash float daily.
Coordinate and assist with the preparation, issuance, and filing of licence notices for annual fees for VFH.
Monitor and maintain record management systems to ensure VFHs hold a current licence and all business, or events hold the required permits and/or licences.
Data entry of permits, licences, fee payment and violation tickets and entering requests in the Customer Relationship Management (CRM) software.
Collect, review, and prepare documents to assist in coordinating work with enforcement agencies to facilitate the successful prosecution of bylaw infractions.
Provide first line support for member safety, running queries for emergent situations and perform status updates (10-70 checks).
Receive and dispatch calls for Bylaw support.
Monitor base radio station transmission for both rural and municipal repeaters.
Verify, record, and maintain electronic records of all incoming and outgoing calls, emails, in-person, and online requests in a variety of software applications.
Liaise with leader or designated personnel on developing and/or escalated issues/situations.
Assist in conducting municipal surveys, marketing programs, and provide support for special projects.
Support orientation, training, and peer mentoring of new and existing employees.
Ensure all necessary supplies and inventory (deposit bags, deposit books, receipt books, transit passes, animal licensing tags, etc.) are in stock.
Perform other related duties as required.