Customer Service Representative

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 Representative, you will be responsible for providing information regarding Calgary Housing's (CH) different programs to applicants, residents, advocates, social agencies and the general public in a fast-paced environment. You will support individuals and families who are experiencing housing challenges and, at times, other vulnerabilities. Primary duties include:

Provide information and answer questions on CH programs and processes through a variety of channels (including face-to-face, over the phone, electronic and email interactions).

Assess eligibility and prioritization for housing programs based on legislation and Calgary Housing criteria.

Assist customers to ensure application/tenancy documentation is submitted accurately and completely.

Complete documentation updates and ensure accuracy of all customer information.

Provide compassionate and equitable customer service to a diverse customer base in person and through other communication channels.

Provide information to guide customers to other Calgary Housing partners and other supports and programs in the community.

Assist citizens with completing and submitting new applications.

Qualifications

A High School diploma or equivalency ( GED) plus job related courses (such as child and youth development, disability studies, substance abuse/mental health, housing/homelessness, etc.) and at least 5 years of experience in a fast paced, high volume customer service environment working with vulnerable populations; OR

A completed 1 year certificate in Human Services or related field and at least 3 years of experience; OR

A completed 2 year diploma in Human Services or related and at least 1 year of experience.

Intermediate proficiency with Microsoft Office (Word, Excel, Outlook) is required.

Working knowledge of the Protection of Privacy Act (POPA), Access to Information Act (ATIA), and Social Housing Accommodation Regulations (SHAR) will be considered assets.

Strong communication and interpersonal skills with the ability to effectively serve vulnerable populations with empathy, sensitivity, dignity and respect using sound judgement and professionalism.

Proven attention to detail, problem solving skills and the ability to adapt to changing priorities on short notice is essential.