Customer Service Representative

Location:

Calgary, Alberta – On‑site from the Core Research Centre (CRC).

Employment Type:

Full Time – Limited Term – Anticipated duration 12 months with possibility of extension. Salary Range: S2, Level 2, $55,505- $65,300 per year. The final compensation for this position will be determined based on individual factors, including education, qualifications, experience, and internal equity.

The Alberta Energy Regulator (AER) is seeking a dedicated and service-oriented Customer Service & Operations team. This role is essential in supporting both internal and external stakeholders by facilitating access to the Core Research Centre (CRC)—a world class facility housing an extensive collection of core samples and geological artifacts. As a Customer Service Representative, you will be responsible for managing the end-to-end process of granting access to the CRC, ensuring a seamless and professional experience for all visitors.

In addition, you will process requests for products listed in the AER Products and Services Catalogue, as well as handle orders related to tour reports. This dynamic role requires exceptional organizational skills, keen attention to detail, and a strong commitment to delivering high-quality customer support in a fast‑paced environment.

• CRC Facility:
  Manage facility bookings and core viewing requests through the Core Inventory Management System (CIMS). Coordinate smooth and seamless logistics of special events (e.g., seminars, conferences).
• Order Fulfillment:
  Process orders from the AER Products and Services Catalogue demonstrating a high level of competency accessing multiple information systems to fulfill customer orders. Effectively manage requests through the Information Request Management (IRM) tool.
• Tours:
  Fulfill tour information/data requests through the Tour Repository Tool and One Stop platform. Perform meticulous quality control procedures on drilling reports. Engage with scanning data vendor to solve issues that may arise (i.e., loading information from system hard drive). Apply appropriate remedies to tour report files that require special handling. Engage with AER subject matter experts and/or customers to clarify details of customer requests.
  
  Thoroughly research and conduct AER confidentiality rule checks. Accurately process billing of services to customer company accounts or credit cards by using billing software tools (i.e., SAP and Moneris). Mindfully execute opening and closing duties involving reconciling of accounts – debits and credits.
• Work closely with team members to provide a high level of customer service to internal and external customers (e.g., face‑to‑face engagement, email correspondence, phone calls). Strive towards accuracy and timeliness in fulfilling customer orders. Handle complex customer requests. Perform administrative duties to support daily operations, applying intermediate to advanced skills in MS Office Suite (i.e., Word, Excel, Access, and Outlook).
• Maintain and monitor the CRC chemical cabinet to ensure each chemical bottle has a WHIMIS label and send out non‑compliant emails when needed.

• A diploma in Petroleum Land Administration or a closely related discipline.
• 3 to 5 years of experience in a customer‑facing or administrative role, preferably within the energy sector.
• Strong active listening skills with excellent verbal and written communication skills.
• Ability to always remain professional and courteous with customers.
• Aptitude for learning other computer software tools.
• Ability to multi‑task in a demanding environment, exceptional time management, and organizational skills with a strong focus and attention to detail and…