Inside Information Agent Job Number0966

Inside Information Agent
Job Number0966 Classification Title: Clerk III Job Posting: Mar 31, 2008 - Apr 8, 2008 Union: CSU 52
Number of Openings (approximation): 1 - Permanent - Full-time
Department:Inside Information (Corporate Services Department)
Work Location(s)
9803 102a Avenue
Edmonton T5J 3A3
Description
As a front-line service centre agent, the primary function is to deliver quality information and services to City of Edmonton employees.
Duties include:
Delivering information in a timely, concise, courteous manner driven by customer service.
Agents must be knowledgeable of all aspects of the service centre and the Corporate Services Department; and keep up to date on policies and procedures.
Delivering efficient and timely customer service and information to employees, management and third party agencies.
Clarifying client needs to provide resolution that meet and exceed the client’s expectations.
Being aware and constantly keeping updated on policies, procedures and information sources that customers may request.
Utilizing available technology and software applications to maximize service accuracy and efficiency.
Entering data into appropriate network systems and databases.
Completing paperwork and related client transactions in a timely and accurate manner within department policies and procedures.
Qualifications
Completion of the twelfth (12th) school grade, including business subjects with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school/college. Call Centre training preferred.
Minimum 3 years experience in a customer service environment (in a call centre). Demonstrated understanding of the City of Edmonton departments and their businesses, especially the services that the Corporate Services Department provides to department customers.
Proficiency in Microsoft Office, Outlook, Word & Excel and other knowledge database tools.
Highly developed customer service, interpersonal, communication skills, and the ability to meet constant deadlines.
Ability to work in a fast paced, high-volume environment.
Demonstrated ability as an active team player.
Must have strong skills in analysis, problem solving, and multitasking.
Applicants may be tested.

Hours of Work: 33.75 hours per week, Monday — Friday. Hours of work may be subject to the terms and conditions of a variable hours of work program.

Salary Range: 21M, Salary Grade: 012, $19.97 - $25.04 (Hourly), $1,347.91 - $1,690.13 (Bi-Weekly), $35,180.39 - $44,112.46 (Annually). The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.

General: Civic Service Union 52 members are requested to send a copy of their application for this competition to the union office. The City of Edmonton thanks all applicants for their interest in this employment opportunity; however, only those candidates considered for the position will be contacted.
HUMAN RESOURCES CONSULTANT: AA/MB