Customer Service Representative

With a legacy spanning over 900 years, St. John Ambulance continues to make a profound impact through its commitment to public safety, education, and volunteerism. St. John Ambulance delivers nationally accredited programs and high-quality products designed to empower individuals and organizations with lifesaving skills. Through its network of dedicated volunteer first responders, it plays a vital role in strengthening communities and enhancing emergency preparedness coast to coast.

The St. John Council for Alberta has a proud history of service, dating back to its founding in 1897. Officially registered as a charitable organization in 1996 under the name St. John Ambulance Alberta, it continues to be a cornerstone of safety and community care across the province. Today, St. John Alberta operates seven Training and Community Service Centres, supported by a dedicated team of 40 employees and 500 volunteers who contribute over 28,000 hours of community service annually.

In addition, a network of 300 certified instructors who deliver lifesaving training to more than 70,000 Albertans each year—strengthening resilience and preparedness in communities across Alberta.

The Customer Service Representative, under the direction of the Training Center Administrative Officer, will primarily be responsible for the effective and professional delivery of customer support. The position requires general knowledge of St. John Ambulance Alberta programs, products and services. This position supports customers by registering students into classes, resolving questions, concerns, and technical issues, as well as handling customer inquiries and complaints.

This position will ensure that customers are satisfied with the issue resolution as well as the resolution process itself. The Customer Service Representative is the front-line staff of the organization and interfaces with the customers while carrying on other duties that facilitate effective customer service.

• Register students into classes
• Respond to customer inquiries and complaints, including scheduling and technical concerns and/or questions
• Build and maintain ongoing awareness of new products and services
• Liaise with the various departments to ensure awareness of the incentives and promotions being offered
• Assess customers' needs and resources and recommend the appropriate goods or services
• Keep up-to-date records on customer service calls, customer contacts, and details of meetings in a timely manner in the format required
• Answer external and internal phone calls and transfer calls to the appropriate departments
• Maintain a high level of service to customers, manage the customer relationship from contract execution through delivery
• Participate in any required organizational training
• Always maintain professionalism, tact, diplomacy, and sensitivity in all interactions to represent the organization in a positive manner
• Greet customers and discuss type, quality, and quantity of merchandise or services required
• Maintain a high level of customer service
• Adapt communication style in order to deliver information effectively to a range of individuals
• Relay customer quality improvement suggestions for company products and services
• Assist with cleaning and maintaining all classroom equipment
• Comply with all applicable Alberta Occupational Health and Safety legislation, policies, procedures, and report hazards, incidents, or unsafe conditions to supervisor
• Performs other related duties as assigned, consistent with the scope of the position.

• Minimum of three (3) years of customer service experience
• Strong interpersonal skills
• Strong communication skills, both verbal and written
• Demonstrated ability to problem-solve
• Ability to work individually and as part of a team
• Ability to manage multiple tasks in a fast-paced environment
• Ability to respond to feedback constructively
• High level of integrity and professionalism
• Demonstrated ability to build and maintain lasting working relationships
• Meticulous records maintenance skills
• Comfortable speaking on the telephone in a professional manner
• Ability to analyze and interpret the needs of clients and offer…