Customer Service Resolution Representative
Top Benefits
About the role
If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The 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 Customer Service Resolution Representative, you will anticipate, identify and analyze issues that are internal and external to Development, Business and Building Services (DBBS) including permit applications, approvals, business licensing, inspections, construction site safety and climate mitigation. Primary duties include:
- Coordinate issue resolution across the business unit and take a proactive approach to individual and systematic concerns.
- Promote the integration of issue prevention and awareness into daily practices.
- Analyze potential impact of issues, develop appropriate strategies, facilitate the implementation of issue management plans.
- Act as a liaison between customers and internal teams and provide resolutions directly to customers.
- Monitor DBBS service lines for harmful trends and emerging issues.
- Manage high profile, complex, and multi-disciplinary projects and initiatives.
- Collaborate with a variety of internal and external partners to define the scope of service gaps, develop a strategic response, maintain partnerships and provide progress updates to the management team.
- Write reports, briefings and presentations for management, City Administration and City Council.
- Identify and prioritize trends and opportunities arising from social, economic or political events that have the potential to impact Calgarians or influence provided services.
Qualifications
- A completed 2 year diploma in Planning, Engineering, Architecture or a related field and at least 7 years of related work experience OR;
- A degree in Planning, Engineering, Architecture or a related field and at least 5 years of related work experience.
- Intermediate proficiency in the Microsoft Suite (Excel, Word, Outlook, PowerPoint, Adobe) are required.
- Experience in Council report writing, and project management will be considered assets.
- Experience in leading and managing strategic project delivery would be considered an asset.
- A solid understanding of The City's administrative processes, such as Executive Leadership Team and Council/committee report processes will also be considered an asset.
- Demonstrated initiative, sound judgement, critical thinking, the ability to work independently, and to respond to high priority and politically sensitive situations.
- Proven ability to establish and build relationships.
- Strong communication and facilitation skills with the ability to build consensus.
- Success in this position requires strategic critical and analytical thinking, strong political acumen, well developed communication and interpersonal skills, a collaborative approach to problem solving, strong organization and planning skills, and a value for teamwork, innovation and building strategic relationships.
Pre-employment Requirements
- Applicants will be tested for appropriate skills.
- Successful applicants must provide proof of qualifications.
Workstyle: This position may be eligible to work from home for at least part of the time as one of several flexible work options available to City employees. These arrangements depend on the operational requirements of the role, employee suitability, and are subject to change based on operational needs and corporate direction.
Union: CUPE Local 38
Business Unit: Development, Business and Building Services
Position Type: 2 Temporary (up to 22 months)
Location: 800 Macleod Trail SE
Compensation: Pay Grade 12 $47.01 - 62.84 per hour
Days of Work: This position typically works a 5 day
work week, with 1 day off in each 3 week cycle.
Hours of work: Standard 35 hour work week
Audience: Internal/External
Apply By: July 4, 2025
Job ID #: 312254
About City of Calgary
City of Calgary employees deliver the services, run the programs and operate the facilities that support a city of over one million people. If you are committed to public service, enjoy collaborating with others, and have a desire to learn and grow, join us and make a difference in the lives of Calgarians. We offer competitive wages, comprehensive health benefits and insurance, defined benefit pension plan, work-life balance, flexible work options, health-spending account, diverse and inclusive workplace, learning and development opportunities, wellness programs and more.
A common purpose guides all our choices and decisions - to make life better every day. We anticipate the future and are committed to fostering a culture of innovation, creativity and best practices. We are at our best when we take responsibility for our actions and work together for the benefit of the people of Calgary. Together we make Calgary a great place to make a living, a great place to make a life.
Make working for The City work for you, apply today at www.calgary.ca/careers.
To speak with a City recruiter, connect with Ashu Gandhi, David Fletcher or Jaci Spence-Eising on LinkedIn.
Customer Service Resolution Representative
Top Benefits
About the role
If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The 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 Customer Service Resolution Representative, you will anticipate, identify and analyze issues that are internal and external to Development, Business and Building Services (DBBS) including permit applications, approvals, business licensing, inspections, construction site safety and climate mitigation. Primary duties include:
- Coordinate issue resolution across the business unit and take a proactive approach to individual and systematic concerns.
- Promote the integration of issue prevention and awareness into daily practices.
- Analyze potential impact of issues, develop appropriate strategies, facilitate the implementation of issue management plans.
- Act as a liaison between customers and internal teams and provide resolutions directly to customers.
- Monitor DBBS service lines for harmful trends and emerging issues.
- Manage high profile, complex, and multi-disciplinary projects and initiatives.
- Collaborate with a variety of internal and external partners to define the scope of service gaps, develop a strategic response, maintain partnerships and provide progress updates to the management team.
- Write reports, briefings and presentations for management, City Administration and City Council.
- Identify and prioritize trends and opportunities arising from social, economic or political events that have the potential to impact Calgarians or influence provided services.
Qualifications
- A completed 2 year diploma in Planning, Engineering, Architecture or a related field and at least 7 years of related work experience OR;
- A degree in Planning, Engineering, Architecture or a related field and at least 5 years of related work experience.
- Intermediate proficiency in the Microsoft Suite (Excel, Word, Outlook, PowerPoint, Adobe) are required.
- Experience in Council report writing, and project management will be considered assets.
- Experience in leading and managing strategic project delivery would be considered an asset.
- A solid understanding of The City's administrative processes, such as Executive Leadership Team and Council/committee report processes will also be considered an asset.
- Demonstrated initiative, sound judgement, critical thinking, the ability to work independently, and to respond to high priority and politically sensitive situations.
- Proven ability to establish and build relationships.
- Strong communication and facilitation skills with the ability to build consensus.
- Success in this position requires strategic critical and analytical thinking, strong political acumen, well developed communication and interpersonal skills, a collaborative approach to problem solving, strong organization and planning skills, and a value for teamwork, innovation and building strategic relationships.
Pre-employment Requirements
- Applicants will be tested for appropriate skills.
- Successful applicants must provide proof of qualifications.
Workstyle: This position may be eligible to work from home for at least part of the time as one of several flexible work options available to City employees. These arrangements depend on the operational requirements of the role, employee suitability, and are subject to change based on operational needs and corporate direction.
Union: CUPE Local 38
Business Unit: Development, Business and Building Services
Position Type: 2 Temporary (up to 22 months)
Location: 800 Macleod Trail SE
Compensation: Pay Grade 12 $47.01 - 62.84 per hour
Days of Work: This position typically works a 5 day
work week, with 1 day off in each 3 week cycle.
Hours of work: Standard 35 hour work week
Audience: Internal/External
Apply By: July 4, 2025
Job ID #: 312254
About City of Calgary
City of Calgary employees deliver the services, run the programs and operate the facilities that support a city of over one million people. If you are committed to public service, enjoy collaborating with others, and have a desire to learn and grow, join us and make a difference in the lives of Calgarians. We offer competitive wages, comprehensive health benefits and insurance, defined benefit pension plan, work-life balance, flexible work options, health-spending account, diverse and inclusive workplace, learning and development opportunities, wellness programs and more.
A common purpose guides all our choices and decisions - to make life better every day. We anticipate the future and are committed to fostering a culture of innovation, creativity and best practices. We are at our best when we take responsibility for our actions and work together for the benefit of the people of Calgary. Together we make Calgary a great place to make a living, a great place to make a life.
Make working for The City work for you, apply today at www.calgary.ca/careers.
To speak with a City recruiter, connect with Ashu Gandhi, David Fletcher or Jaci Spence-Eising on LinkedIn.