Job Number**:** 52680

Are you passionate about helping your community? As a 311 Clerk II, you'll be a vital link between Edmonton residents and the services they need, providing real-time support across key municipal areas. Bring your exceptional customer service and multitasking skills to a role where every interaction makes a difference.

What will you do?

• Proudly answers information and service requests from the public on specific municipal in a real time, high volume and fast paced environment ensuring a welcoming and professional experience
• Provides responsive service through 311 access channels including telephone and email by utilizing active listening and probing skills to facilitate a resolution
• Respond to inquiries in writing, applying sound grammar, professionalism, and accuracy
• Apply well-developed problem-solving and technical skills by concurrently using multiple systems to handle inquiries, researching answers across multiple reference business documents, and entering requests for service, comments or complaints for investigation and other purposes
• Enters and retrieves data in customer relationship management and/or work various management systems (approximately 6) for accurate workflow and volume trending
• Keeps informed of policies, regulations and procedures for by utilizing all communication tools to ensure accurate information is relayed and proper processes and procedures are followed
• Keeps up to date on changes and current events by utilizing tools, systems and documentation in place
• Perform other related duties as required

Qualifications:

• Completion of grade 12 (high school diploma) with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school or college
• Minimum of two years of experience in a customer service environment
• Agents will be required to pass a training program with at least the minimum certification scoring

Assets:

• City of Edmonton Call Centre Certificate is an asset
• Previous 311 or Call Centre experience in a service environment is an asset

Skills required for success:

• Proficient typing skills
• Excellent verbal communication, sound writing, and well-developed problem-solving skills
• Developed customer service and telephone communication skills, with a focus on active listening
• Demonstrated professionalism, displaying a courteous, friendly and positive attitude, even in the face of challenging interactions and situations
• Ability to exercise good judgment in public relations when dealing with members of the public, media, all levels of staff, including elected officials
• Experience conducting research using various tools with an emphasis on delivering accurate information
• Ability to work in a fast-paced, high-volume, detail-oriented environment with a strong focus on multi-tasking, organizational and time management skills
• Proven success performing individually and as an active, reliable and engaged team player
• Proven reliability, with a consistent record of attendance at work is a must in a real time environment
• Ability to work various shifts
• Comfort with having calls recorded on an ongoing basis
• Demonstrated proficiency with technology such as Google Applications, Gmail and Internet
• Able to meet performance standards and not currently on a formal performance action plan
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation, and inclusion

Conditions of Employment:

• Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement.
• Applicants may be tested

Work Environment:

• 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.

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca. Learn more about our benefits https://bit.ly/COEbenefits.

Up to 12 temporary part-time positions for up to 11 months available

Hours of Work: 20.25 - 39 hrs. The majority of the hours fall between 7am - 7:15pm, however may also include after-hours shifts as required.

Salary Range: $23.787 - $29.534 (Hourly); $49,667.26 - $61,666.99 (Annually)

Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 and will be forthcoming shortly.

Talent Acquisition Consultant: RD/SB

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

Classification Title**:** Clerk II- 8 Hours

Posting Date**:** Jun 12, 2025

Closing Date**:** June 19, 2025 11:59:00 PM (MDT)

Number of Openings (up to)****: 12 - Temporary Part-time

Union : CSU 52

Department**:** Service Innovation and Performance

Work Location(s)****: 3rd Floor Edmonton Tower, 10111 104 Avenue Edmonton T5J 0J4