Role Responsibilities

Do you have a passion for offering excellent customer services while dealing directly with the public for responding and resolving issues in a courteous and timely manner?
Do you enjoy working in a fast-paced call Centre environment?   If yes, we have the perfect opportunity for you with our Registry department.

The Registry department provides full and accurate information services to clients via the telephone with regards to all aspects of registries legislation and related programs. A key component to this position is assessing calls to identify compliance / non- compliance with the legislation, in a courteous and timely manner.

You will report to the Team Lead Registries, and your main responsibilities will be to provide full and accurate information services to clients via the telephone with regards to all aspects of registries legislation and related programs in a courteous and timely manner. A key component to this position is assessing calls to identify compliance / non- compliance with the legislation.

You will be responsible for (but not limited to):

• Providing information, advice and guidance on available avenues to address the concerns of the client within your own department, as well as referrals to alternate departments that will be able to assist the client with the required information.
• Logging client calls on the Service Now platform for statistical and reporting purposes.
• Researching concerns and reporting them to the Manager or Team Lead.
• Developing and maintaining an extensive knowledge base to respond to inquiries.
• Sharing with colleagues any specialized knowledge with acts, programs, or telephone applications.
• Reviewing and updating electronic scanned messages in order to ensure the information being disseminated to the public is accurate.
• Ensuring that updated messages are reviewed by the Contact Centre Team Lead.
• Assisting co-workers with difficulties they may encounter with any questions pertaining to the legislation and program.
• Assisting with training colleagues, provide suggestions relating to changes to internal policies, procedures, and existing protocol where appropriate.
  
  

To be successful in this role,you will demonstrate:

• Excellent written and verbal communication skills.
• Exceptional customer service skills.
• The ability/willingness to work in a fast-paced challenging team environment, multi-task and be self-directed while maintaining a high level of productivity and quality.
• Strong and creative problem-solving skills.
• The ability to function independently.
• The ability to contribute collaboratively and effectively within a team environment with minimal supervision and a high degree of personal accountability and professionalism.
• The ability to comprehend and interpret legislative issues and relay information in understandable terms to clients.
• Familiarity with programs administered by other government departments and agencies.
• The ability to use appropriate telephone techniques, professionalism, and good judgment in the handling of calls regarding complex, multifaceted, politically sensitive, and high priority complaints.
• Strong keyboarding skills.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Build Collaborative Environments to manage relationships in order to work towards a common goal.
• Agility to quickly adapt to changing priorities and to respond with effective decisions.
• Creative Problem Solving to be proactive in identifying solutions and focusing on continuous improvement.
• Systems Thinking to recognize the broader impact of your work and to be able to understand broader goals.
• Develop Networks to proactively build networks, connect and build trust in relationships with different stakeholders.
• Develop self and others by committing to lifelong learning, and the desire to invest in the development of the long-term capability of yourself and others.

Qualifications

High school diploma and four years of related experience (e.g., call centre environment) or equivalents as described below.

Equivalencies:

• A one-year certificate and 3 years related experience.
• A two-year diploma and 2 years of related experience.
  
  

Applications without a cover letter explaining how your experience relates to the position will not be considered. Cover letters will also be used to assess your attention to detail and written communication skills.

Please ensure your resume includes both months and years for all periods of employment and work history. This level of detail is required for accurate assessment of your experience. Applications that do not meet these requirements will not be considered.

Preference will be given to applicants with the following experience:

• Experience working with ROADS or VISTAS or CORES programs. 
• Proficiency with CXone, and ServiceNow.
• Call Centre Customer Focused Experience.
  
  

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Currently, there is one fulltime salaried position available.

This position is located out of the Terrace Building, 9515 107 Street, NW, Edmonton, AB.

Hours of work: 36.25 hours/week.

Please outline your experience as it relates to the qualifications in detail in your cover letter.

Final candidates will be required to undergo a security screening. Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what the GoA has to offer to prospective employees.

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.