All jobs within 50 km around Edmonton in Customer Service

This position is responsible for assisting customers and branch employees with credit account inquiries and requests. It focuses on collection of past due accounts and mitigating the risks associated with extending credit through proper and regular review of customers’ accounts. The Customer Account Representative ensures that corporate policies and guidelines are followed with all credit and collection processes while delivering a high level of customer service that supports business and sales strategic objective.

Job Description:

Major Job Functions:

Portfolio Management:

• Administer collection activity and build and maintain the credit history file in utilized enterprise resource system (M3, SalesLink or other assigned systems
• Manage assigned accounts, includes contacting customers to follow up on accounts, reviewing accounts and notes receivables reports regularly to identify follow up requirements, monitoring and communicating customer portfolio and regional customer metrics to internal stakeholders, processing small balance write off, account adjustment, and account reconciliation, and resolving dispute, discrepancies and short payments
• Assist in branches when receiving request for Deferral’s, General Security Agreements (GSA), garage man's liens and escalate to Senior CAR.
•  Negotiate repayment arrangements within a 90 day repayment period; escalate to Team Lead and or Sr. AR Manager for protracted periods.
• Collect on past due accounts and report to Account Receivable Team Lead and or Senior AR Manager on accounts requiring legal action, repossession, bad debt write off and identified as risk.

Customer Service:

• Provide customer service on accounts, includes forwarding invoices, processing credit card authorization forms, processing customer refund request; completion of Netting forms, Write-Off forms, Credit Matrix, and submission to the appropriate assigned signing authority.
• Responding to customer enquiries, by promptly answering the queue line.
• Reconciliation of AR accounts as required

Credit Approval:

• Approve credit releases for parts, service and rentals request and authorize requests over the set credit limit

Reporting:

• Prepare weekly & monthly AR reports as assigned
• Other assigned duties as required

Accountability:

• Meet or exceed set collection targets (60 to 90 day targets) and bad debt targets and reduce delinquency rates for assigned accounts, as outlined in corporate guidelines
• Regular, proactive and consistent contact with customers assigned and accurate and timely account and process information and documentation, as required
• Monitor and communicate customer portfolio metrics (e.g. delinquency notes, portfolio ageing and identified risks) to applicable internal stakeholders and Accounts Receivable Team Lead
• Identify and act on accounts requiring legal action through communicating with Accounts Receivable Team Lead, Senior CAR, or  Senior AR Manager on areas of concern
• Represent the company in a professional and ethical manner and establish and maintain effective and cooperative working relationships with customers, branches and all internal relationships while maintaining confidentiality
• Adhere to policies and procedures outlined in the Credit Department Policies and or Procedures

Experience:

• 1-3 years of high volume corporate collections experience
• 1-3 years’ experience processing accounts receivable
• Proficient in MS Office Applications
• Knowledgeable of the Personal Property Security Act (PPSA), Personal Information Protection Act (PIPA) and Bankruptcy and Insolvency Act (BIA)
• Knowledgeable of basic business law and basic tax law
• Knowledgeable of Generally Accepted Accounting Practices (GAAP), credit procedures and CCAA (Customer Credit Agreement Act)
• Knowledge of account receivable and collection practices
• Understands and adheres to Finning policies and procedures, including Safety

Specific Skills:

• Sound customer service skills
• Strong verbal and written communication and interpersonal skills
• Strong time management, multitasking and prioritization skills
• Self-motivated and independent problem solving skills
• Sound organizational skills
• Strong Excel & account reconciliation skills

The Customer Service Representative operates as a professional in a call center environment. Working to enable rail service, the SDR ensures that CN meets the needs of our customers by maximizing operational efficiency and flexibility, minimizing cost and protecting revenue.

The Customer Service Representatives are part of the customer team, taking direction from the Supervisor and Senior Customer Service Representative on priorities and performing activities required to meet our customer’s needs. The Customer Service Representative will perform specialized tasks requiring time and attention. An example of these duties may include producing reports, assisting the customer with Diversions and overloads, and bad orders. The Customer Service Representative will interact directly with the customer or through the Senior Customer Service Representative.

Critical Performance Areas

·       Manage incoming requests from Senior Customer Service Representative and work with customers to take appropriate action to ensure requests are fulfilled. This includes handling requests or working with other stakeholders (ex. ETC, OS, Claims) to complete tasks. Work with Senior Customer Service Representatives and Supervisor to escalate as required. 

·       Communicate, monitor and advise customers on problems areas, service exceptions, special requests and update necessary logs, forms or systems, as required. 

·       Assist the customer in specific activities, such as diversions, transloads, way billing issues, inbound load rejects, imbalanced/overload cars, bad order cars, holiday schedules, etc.

·       Run various systems inquiries (ex. SRS, Business Objects, CSI) obtaining status on shipments and empty equipment. Compile and analyze data.

·       As required, monitor fleet location, traffic status, updating work orders as needed, identifying exceptions and shortfalls. 

·       Other duties as assigned and required.

Success in the call center environment may be measured by:

·       Wait time for initial contact

·       Length of time required during interaction to reach resolution

·       Ability of the CSR to impart relevant knowledge on the first contact

·       CSR scorecard

·       General customer service perception (measured by surveys)

·       Additional measurements as required

Working Conditions

·       Expected: 25-30% on phone with Customer. Expected to remain professional when faced with difficult situations.

·       Fast-paced and intense with many time constraints, outside pressures and simultaneous activities; required to prioritize, follow-up and escalate internally in addition to answering customer inquiries.

·       Shifts are assigned based on seniority. Some shifts will require shift work (day shift, afternoon shift, night shift, weekends, and holidays).

·       High team-interdependence expected.

·       Must be able to work without constant, direct supervision.

Employment Requirements

·       Postsecondary preferred. Equivalent experience may be considered.

·       Previous Customer Service position and Call center experience (min. 1 year full time)

·       Excellent verbal, reading comprehension and writing skills in English (fluent French and English in Montreal).

·       Excellent communication & customer service skills.

Assets

·       Proficiency in the use of Microsoft Office, Word and Excel with a minimum typing speed of 30 words per minute.

·       Courteous telephone manner is required.

·       Good working knowledge of North American geography and train operations.

·       Must be reliable and flexible.

·       Experience working with external and internal customers and vendors.

Candidates will be assessed as suitable and adaptable through assessment processes. Candidates will also be required to pass new qualification testing to hold position.

As the Customer Experience and Continuous Improvement Lead, you have an integrated operational role within Waste Services, developing, leading, and managing the implementation of the branch's Customer Experience work plan across various customer channels and lines of business.. You will play a key role in interpreting customer experience (CX) data to advise and lead projects as well as to collaborate across all sections of the branch.

Your success will be measured by your ability to build relationships with various stakeholders, using your expertise to improve the business of Waste Services, and the efficient processing of data from surveys, while providing concrete recommendations.

What will you be doing?

• Act as the “Voice of Customer” gathering customer insights through qualitative and quantitative research methods, including: 
  
  • Leveraging operational data such as call centre data, web traffic
  • Coordinating Listen, Interpret, React and Monitor activities
  • Highlighting opportunities for improvement
• Manage, analyze, interpret and report on customer data and CX performance indicators, highlighting opportunities for improvement suggested by the data, including presenting information to sections and working with the section to implement those recommendations
• Work with leadership across the branch to set CX performance targets and drive continuous improvement at the operational level
• Interact regularly with customer experience metrics, including: 
  
  • Monitoring and tracking improvements to metrics, and exploring opportunities to improve citizen experience within the branch
  • Developing and monitoring key branch citizen/customer measures
  • Communicating customer insights out to business areas
  • Report to Branch on data, insights and recommendations
• Manage the creation, configuration and deployment of real-time customer experience surveys working with corporate partners
• Alongside our Communications partners, ensure the customer experience is consistent across all digital and print platforms through consistent messaging, direction and policy guidance related to Waste Services
• Lead and improve upon customer messaging channels provided to customers, including ensuring call centre, 311, website, WasteWise app and print materials are consistent, efficient and easy to use
• Lead CX-oriented special projects for the branch, collaborating with corporate partners in service design, analytics, education, community engagement and technology
• Support customer journey mapping and integration of lessons learned into operational areas across the branch, if required
• Advise on the branch's CX data visualization and business intelligence approach
• Lead and facilitate design thinking workshops, specifically in the form of ideation sessions
• Collaborate with research partners and vendors to complete customer / market research studies
• Lead analysis of new products and services in development, such as recruiting customer samples, designing assessment criteria, refining / analyzing results and reporting findings to various stakeholders
• Identify and deliver information related to operational lines of business (Collections, Sustainable Waste Processing, Business Integration)
• Other related duties as required

Qualifications

• A degree (or higher or equivalent) in Business, Marketing, Commerce or a related field, such as the fields of research and/or customer experience
• Minimum 5 years of experience in the field of community work, including demonstrated competency in program development, organization development and provision of information/referral

Assets:

• A specialized interest and experience in customer experience, marketing, research and/or technology
• Project Management Profession or other PMI certificates
• Additional training/coursework and/or experience in one or more of the following areas is an asset:
  
  • Project management
  • Customer experience
  • Change management

Skills Required for Success:

• Knowledge of service design and continuous improvement approaches, including human-centered design approaches and CX technologies
• Knowledge of subjects applicable to the field, including marketing, research, program planning and customer outreach
• Ability to gain acceptance and build/maintain strong relationships with a variety of internal and external stakeholders at various levels of authority
• Ability to work independently as well as contribute to the goals of a larger team
• Ability to recognize and manage group dynamics
• Ability to chair committees and meetings
• Demonstrated ability to both lead projects and work as part of a project team in a support role
• Negotiation skills, including the ability to respond to difficult situations and resolve conflict
• Excellent written and verbal communication skills, including the ability to understand customer needs, write in plain language, facilitate surveys and focus groups, and present to groups
• Alignment to our Art of Inclusion: Our Diversity and Inclusion Framework
• Alignment to our Cultural Commitments
• Alignment to our Leadership Competencies
• Applicants may be tested

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 [email protected]. Learn more about our benefits https://bit.ly/COEbenefits

Up to 1 Temporary Position up to 15 months

Hours of Work: 33.75 hours ; Monday - Friday

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.

Salary: $43.098 - $54.113 (Hourly); $75,927.900 - $95,333.580 (Annually)

Talent Acquisition Consultant: NC/SG

Classification Title: Recreation Officer II
Posting Date: Sep 10, 2024
Closing Date: Sept 24, 2024 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Temporary Full-time
Union: CSU 52
Department: City Operations
Work Location(s): Kennedale Facility, 12840 58 Street NW Edmonton T5A 4L3

As a Customer Service Representative, you will be the first contact at our front counters throughout our attractions, recreation and leisure centres. You will provide Excellent Customer Service to patrons while sharing information on products and services. You will be supporting the operation of the facility with efficiency and courtesy. Your success will be measured by your ability to achieve timely results in the context of a respectful, inclusive and service-minded style.

What will you do?

• Provide detailed information about the facility, programs, products, and services to patrons both in person and over the phone
• Interact with various members of the public and community groups, including persons with disabilities, youth, seniors, etc.
• Promote health and wellness through the sale of special products, services, and memberships
• Collect facility admission fees, handle cash, and prepare daily deposits
• Support facility operations by controlling and directing admission to various areas of the facility
• Perform administrative duties such as word processing, data entry, and generating inventory reports
• Provide First Aid, CPR, and emergency evacuation support as needed
• Perform other related duties as required

Qualifications

• Completed Grade 12, with an emphasis on general office practices or completion of an appropriate certificate program from an approved school or college

Assets:

• 6 months experience in a customer service or sales role
• 6 months of cash handling experience
• Experience with recreation or attraction related registration and booking software (such as Intelli)
• Ability to converse in a second language

Skills required for success:

• Excellent customer service, effectively and courteously dealing with the public and staff alike
• Proven experience in conflict resolution
• Proficiency with a variety of related computer software programs including Google Applications
• Demonstrated ability to understand and execute oral and written instructions and information
• Demonstrated ability to respond to emergency situations, including performing first aid treatment
• Effective organizational, time management, and prioritization skills
• Demonstrated ability to achieve results in the context of a respectful, inclusive and service-minded style
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm) 
• Embracing a culture of equity, diversity, reconciliation and inclusion
• Applicants may be tested

Conditions of Employment:

• Valid Standard First Aid, CPR level C and AED certifications are requirements of this position
• Hire is dependent upon a Police Information Check including Vulnerable Sector check satisfactory to the City of Edmonton

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 [email protected]. Learn more about our benefits https://bit.ly/COEbenefits

Up to 1 permanent full-time position and 1 permanent part-time position

Hours of work: 40 hours per week (full-time) or 30 hours per week (part-time)

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

Salary: $21.906 - $27.069 (Hourly)

Recruitment Consultant: DS/JR

Classification Title: Rec Facility Attendant I-8hrs
Posting Date: Aug 12, 2024
Closing Date: Aug 19, 2024 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Permanent Full-time and Part-time
Union: CSU 52
Department: Community Services
Work Location(s): Various Locations Edmonton (City Wide)

Everyday flexibility. Hybrid work environments. Collaborative connection.

CWB Corporate

Put a new spin on your banking career

The overwhelming majority of our employees say CWB is a Great Place to Work®

We’re different from the big banks in the way we engage our employees - caring, responsive, and armed with an obsession for growing talent. Our reputation is powered by a people first culture that ensures our employees be and feel heard, promotes inclusivity and diverse viewpoints, and inspires collaboration and innovation.

Our employees love CWB.  You’ll love it here too.

The opportunity

The Service Desk Analyst delivers high quality technical support and customer service to internal stakeholders across CWB Financial Group, ensuring their IT-related issues are resolved promptly and effectively.  By managing and resolving Incidents, processing Service Requests, and providing expert guidance, they aim to maintain high levels of user satisfaction and operational efficiency, enabling seamless and productive use of technology within the organization.

Specific Accountabilities

Accountability #1 – Client Support

• Incident Management

  • Logging, categorizing, and prioritizing Incidents reported by Client Partners.

  • Diagnosing and resolving technical issues and/or updating client partners within agreed time frames.

  • Triaging unresolved incidents to appropriate support teams.

• Service Request Management

  • Fulfilling Service Requests such as access provisioning, access deprovisioning, software installs, etc.

  • Ensuring Service Requests are fulfilled and communicated within established timelines.

• Communication

  • Receive and process contacts from Client Partners  through various methods: phone, self-serve, email, chat, etc.

  • Keeping Client Partners informed about the status and progress of their Incidents and Service Requests.

  • Interpreting and translating customer concerns and requests for IS teams and technical outcomes into laymen speak for Client Partners.

  • Providing clear and concise instructions to users for troubleshooting and resolving issues.

  • Initiating and communicating updates to Major Incidents to IS and/or Client Partners.

• Documentation

  • Maintaining accurate records of Incidents, Service Requests, and outcomes in ServiceNow

  • Creating and updating knowledge base articles, intranet pages and support documentation.

• Problem Management Support

  • Identifying and documenting recurring issues within Problem Management for root cause investigation.

  • Assisting in the investigation and analysis of underlying problems.

• User Training and Support

  • Educating Client Partners on best practices for using IT systems and software.

• Compliance and Security

  • Adhering to IS policies, procedures and security protocols. 

  • Ensuring compliance with data protection and privacy regulations.

• Customer Service

  • Delivering excellence customer service and maintaining a professional demeanor.

  • Ensuring user satisfaction and addressing any concerns or complaints.

Accountability 2 – Process Development and Improvement

• Continuous Improvement

  • Recommend improvements to existing processes and procedures to increased efficiencies, improve turn-around time of Client Partner contacts or prevent Incidents.

  • Participate in process improvement initiatives.

  • Provide feedback on tools, processes and procedures to enhance service quality.

• Learn and support new or changing services transitioned to operations.

Accountability #3 – People

• Inspire trust by being open, honest and direct in communication meeting commitments and behaving ethically in all dealings

• Treat all stakeholders with professionalism, dignity and respect and support an environment where people can contribute and excel

• Demonstrate strong interpersonal skills that contribute to working effectively in a diverse working environment

• Accept responsibility and accountability for actions and results

• Make decisions guided by common sense and sound business judgement

• Prepare and regularly review annual goals and career development plan with manager/supervisor

• Promote cooperation and commitment within the CWB Group towards the attainment of common goals enabling productive group interactions.

Skills and competencies that will take you further

Professional Knowledge (Education & Technical Knowledge)

• University Degree\Community College diploma in Information Technology and/or Business Administration.

• ITIL Foundations Certificate considered an asset.

Professional Experience (Practical Experience)

• 1+ years of IS/IT work experience and related study in a client service or service desk environment, with an understanding of the various functions of an IT department.

• Experience with ITSM tools, Microsoft Entra ID (Azure Active Directory), Microsoft 365 Administration, Microsoft System Center Configuration Manager (SCCM), Citrix, and VPN.

Professional Competencies

• Ability to prioritize and manage a large number of tasks simultaneously.

• Excellent written and oral communication skills to communicate with both technical and business team members/stakeholders.

• Strong focus on customer service with a patient, positive and customer friendly attitude.

• Ability to understand and accurately interpret the meaning, purpose impact and urgency of issues and requests reported by Client Partners

• Ability to remain calm in high-pressure situations and deescalate.

• Strong analytical and problem-solving skills.

Why work with us?

Your success is our obsession! And our award-winning culture & benefits back it up.

Proudly recognized by Great Place to Work® in 2023 as one of Canada’s top 50 Best Workplaces & recipient of Waterston Human Capital’s Most Admired Corporate Culture 2023.

Wellness matters. We offer an award-winning benefits package that includes:

• Hybrid work environments

• Everyday flexibility

• Generous company-funded health coverage

• Health care spending account

• A flexible wellness program

• generous time-away options to unplug, rest & recover

Career development. We commit to our employees’ development and help them reach their professional goals with:

• Organization wide coaching services

• Mentorship

• Education support & training programs

Bring your whole self to work. Inclusion is a journey requiring practice & experience to result in a powerful outcome. Your perspective matters & voice will be heard. Find community within the CWB family in our employee represented groups.

Closing Date:

* Position closes at 12:01am on the close date identified below.

07/1/2024

Do you have a passion for delivering quality customer service and are a leader among your peers?
Do you have an aptitude for managing staff and business performance?
If yes, then a career as a Customer Service Coordinator may be for you! 

This position will lead a team of Customer Service Representatives by providing support, direction and exceptional customer service in a recreation atmosphere, as well as managing the day to day business of being the first contact within our recreation facilities and attractions. You will have the opportunity to work in a fast-paced and rewarding environment, so don’t delay in applying!

Some of the responsibilities of a Customer Service Coordinator include:

• Direct supervision of staff including hiring, training, evaluating employee performance, and coaching and mentoring teams of up to 30 Customer Service Representatives
• Direct responsible cash-handling, which includes ensuring the accuracy of daily deposits and completing weekly and monthly audits
• Provide a high level of customer service in-person, over the telephone and via email regarding hours of operation, fee schedules, programs, lost and found items and other general inquiries
• Establish staff schedules and shift work priorities Perform clerical work including word processing, data entry, processing of time records and statistical reports
• Perform Customer Service Representative duties which includes locking and unlocking the facility, updating displays and signage, monitoring and controlling patron access to the facility, and processing payments for facility admissions, memberships, and more
• Related tasks as required

Qualifications

• Completion of Grade 12, with an emphasis on general office practices or completion of an appropriate certificate program from an approved school/college
• Minimum 1 year experience as a Customer Service Representative or comparable equivalent, which includes full customer service and cash-handling responsibilities, inventory control, program information and registrations
• Experience in monitoring and evaluating the work of others, including scheduling, delegating work, coaching and evaluating performance would be an asset
• Excellent customer service skills, and demonstrated ability to effectively and courteously deal with the public. Customer service training would be considered an asset
• Demonstrated ability in conflict resolution and resolving escalated customers
• Proficiency with a variety of related computer software programs including Google Applications and recreation or attraction related registration and booking software
• Excellent knowledge in recreation facility practices, policies and procedures
• Demonstrated skill in accurate, efficient and secure cash handling
• Highly developed and demonstrated written and verbal communication skills including effective facilitation skills
• Proficient skills in organization, time management and prioritization
• Proven ability in decision making in accordance to established policies and procedures, with skill in monitoring business performance, including customer service and transaction measures
• Ability to develop and maintain effective working relationships, including proficient skills in interpersonal management, collaboration, sharing and solution creating while working with others
• Demonstrated ability to respond to emergency situations, including performing first aid treatment
• Possession of current Standard First Aid, CPR and AED certifications are required prior to employment
• Hire is dependent upon a Police Information Check including Vulnerable Sector check satisfactory to the City of Edmonton
• Demonstrate service excellence, embracing diversity and promoting inclusiveness
• Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit edmonton.ca/our-culture
• Demonstrate the foundational competencies, key behaviours and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator.  For more information on the City’s leadership competencies, please visit edmonton.ca/our-culture
• Applicants may be tested

The City of Edmonton is committed to inclusive, respectful and equitable workplaces that represent the communities we serve. We continuously improve our systems, policies and practices to remove barriers and ensure our employees, in all their diversity, can succeed. We value applicants with a diverse range of skills, experiences and competencies, and encourage you to apply. To learn more, see the Art of Inclusion: Our Diversity and Inclusion Framework here: https://bit.ly/3hd2d95.

The City of Edmonton strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact [email protected].

Up to 1 permanent full-time position

Hours of Work: 40 hours per week. Facility operations are 7 days per week and 17+ hours per day. Shifts vary based on facility operating hours with evening and weekend work required. You must provide open availability for all operational hours for a minimum of five days/week including one weekend shift.

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.

Salary: $23.787 - $29.534 (Hourly), $49,667.260 - $61,666.990 (Annually)

Talent Acquisition Consultant: DS/JF

Classification Title: Rec Facility Attendant II-8hrs
Posting Date: May 31, 2024
Closing Date: Jun 7, 2024 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Permanent Full-time
Union: CSU 52
Department: Community Services
Work Location(s): Various Locations Edmonton (City Wide)

This position will lead a team of Customer Service Representatives by providing support, direction and exceptional customer service in a recreation atmosphere, as well as managing the day to day business of being the first contact within our recreation facilities and attractions. You will have the opportunity to work in a fast-paced and rewarding environment, so don’t delay in applying!

Some of the responsibilities of a Customer Service Coordinator include:

• Direct supervision of staff including hiring, training, evaluating employee performance, and coaching and mentoring teams of up to 30 Customer Service Representatives
• Direct responsible cash-handling, which includes ensuring the accuracy of daily deposits and completing weekly and monthly audits
• Provide a high level of customer service in-person, over the telephone and via email regarding hours of operation, fee schedules, programs, lost and found items and other general inquiries
• Establish staff schedules and shift work priorities Perform clerical work including word processing, data entry, processing of time records and statistical reports
• Perform Customer Service Representative duties which includes locking and unlocking the facility, updating displays and signage, monitoring and controlling patron access to the facility, and processing payments for facility admissions, memberships, and more
• Related tasks as required

Qualifications

• Completion of Grade 12, with an emphasis on general office practices or completion of an appropriate certificate program from an approved school/college
• Minimum 1 year experience as a Customer Service Representative or comparable equivalent, which includes full customer service and cash-handling responsibilities, inventory control, program information and registrations
• Experience in monitoring and evaluating the work of others, including scheduling, delegating work, coaching and evaluating performance would be an asset
• Excellent customer service skills, and demonstrated ability to effectively and courteously deal with the public. Customer service training would be considered an asset
• Demonstrated ability in conflict resolution and resolving escalated customers
• Proficiency with a variety of related computer software programs including Google Applications and recreation or attraction related registration and booking software
• Excellent knowledge in recreation facility practices, policies and procedures
• Demonstrated skill in accurate, efficient and secure cash handling
• Highly developed and demonstrated written and verbal communication skills including effective facilitation skills
• Proficient skills in organization, time management and prioritization
• Proven ability in decision making in accordance to established policies and procedures, with skill in monitoring business performance, including customer service and transaction measures
• Ability to develop and maintain effective working relationships, including proficient skills in interpersonal management, collaboration, sharing and solution creating while working with others
• Demonstrated ability to respond to emergency situations, including performing first aid treatment
• Possession of current Standard First Aid, CPR and AED certifications are required prior to employment
• Hire is dependent upon a Police Information Check including Vulnerable Sector check satisfactory to the City of Edmonton
• Demonstrate service excellence, embracing diversity and promoting inclusiveness
• Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit edmonton.ca/our-culture
• Demonstrate the foundational competencies, key behaviours and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator.  For more information on the City’s leadership competencies, please visit edmonton.ca/our-culture
• Applicants may be tested

The City of Edmonton is committed to inclusive, respectful and equitable workplaces that represent the communities we serve. We continuously improve our systems, policies and practices to remove barriers and ensure our employees, in all their diversity, can succeed. We value applicants with a diverse range of skills, experiences and competencies, and encourage you to apply. To learn more, see the Art of Inclusion: Our Diversity and Inclusion Framework here: https://bit.ly/3hd2d95.

The City of Edmonton strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact [email protected].

Up to 2 permanent full-time positions

Hours of Work: 40 hours per week. Facility operations are 7 days per week and 17+ hours per day. Shifts vary based on facility operating hours with evening and weekend work required. You must provide open availability for all operational hours for a minimum of five days/week including one weekend shift.

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.

Salary: $22.361 - $27.765 (Hourly)

Talent Acquisition Consultant: DS/JF

Classification Title: Rec Facility Attendant II-8hrs
Posting Date: Apr 22, 2024
Closing Date: May 02, 2024 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Permanent Full-time
Union: CSU 52
Department: Community Services
Work Location(s): Various Locations Edmonton (City Wide)

As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

Our Customer Experience Associates are people-centric and  connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:

• Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for
• Processing day to day transactions
• Nurturing rich, long-standing relationships
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities
• Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

Is this role right for you?  In this role you will:

• Build strong customer relationships and deliver excellent customer service
• Uncover and solve customers’ needs
• Explain complicated concepts simply
• Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
• Demonstrate an eagerness to learn and determination to succeed

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you:

• Have proven customer service skills through work or community involvement
• Are willing to assist in a professional, friendly and efficient manner
• Are available to work a flexible schedule
• Are comfortable in simple sales situations
• Have strong technical skills and the ability to promote digital and self-service banking options to our customers

What’s in it for you?

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package

Requirements:

Languages

English

Education

• No degree, certificate or diploma

Experience

7 months to less than 1 year

As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

Our Customer Experience Associates are people-centric and  connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:

• Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for
• Processing day to day transactions
• Nurturing rich, long-standing relationships
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities
• Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

Is this role right for you?  In this role you will:

• Build strong customer relationships and deliver excellent customer service
• Uncover and solve customers’ needs
• Explain complicated concepts simply
• Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
• Demonstrate an eagerness to learn and determination to succeed

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you:

• Have proven customer service skills through work or community involvement
• Are willing to assist in a professional, friendly and efficient manner
• Are available to work a flexible schedule
• Are comfortable in simple sales situations
• Have strong technical skills and the ability to promote digital and self-service banking options to our customers

What’s in it for you?

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package

*** Must be mobile to work in the Mayfield Community branches as well as all of Edmonton North ***

What is the opportunity?

This unique position calls on your client-focused sales expertise and natural problem-solving skills to maximize each client interaction. Specifically, you help clients with their everyday banking, credit, and investment needs. As an RBC ambassador, you add value in the moments that matter most to clients and collaborate with RBC partners to help clients achieve their goals. Whether you’re demonstrating to a client how to use digital banking, on-boarding a new client, or referring a complex opportunity to a specialist, your expertise will contribute to creating meaningful and memorable client experiences to drive client satisfaction and loyalty.

What will you do?

• Proactively engage with clients in all areas of the branch and in the community, uncovering banking needs, providing help and advice, as well as identifying sales and referral opportunities
• Focus on client education and demonstration, leveraging technology to deliver a memorable client experience, drive sales, and retain business
• Respond to client-initiated contact, assisting them with a full range of financial transactions
• Actively listen and engage clients in conversation to further understand their individual needs
• Proactively take ownership of resolving and preventing client banking problems
• Cultivate and maintain relationships with partners to make the most of business opportunities and referrals

What do you need to succeed?

Must-have

• Mutual Funds accreditation (i.e., Investment Funds in Canada or the Canadian Securities Course)
• Demonstrated passion for putting clients first, as well as success in a hands-on, target-driven sales environment
• Problem-solving and people skills, with the ability to build strong relationships and proactively connect with clients
• Flexibility, eagerness to learn, strong personal ethics, and a hunger for success
• Digital literacy across a broad range of devices (i.e., smartphones, tablets, laptops, etc.)
• Availability to work all open business hours

Nice-to-have

• Track record in building rapport and maintaining client relationships within the financial or service industry

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including competitive compensation, bonuses, and flexible benefits
• Continued opportunities for career advancement
• World-class sales training, coaching, and development opportunities
• Support from a dynamic, collaborative, progressive, and high performing team, as well as world-class tools and training
• Opportunity to achieve great success and grow your career with RBC

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

Job Skills

Advice Based Solutions, Client Centricity, Client Discovery, Collaboration, Critical Thinking, Curiosity, Data Analysis, Digital Literacy

Additional Job Details

6233 199 ST NW:EDMONTON

EDMONTON

Canada

37.5

Full time

Personal and Commercial Banking

Regular

Salaried

2024-03-04