Customer Service Agent

Requisition ID: 3378
Affiliation: CUPE Municipal
Position Type: Casual
Number of Openings: 1
Bi-weekly Working Hours: As Required
Division/Department: Community Services, Customer Service
Job Location: Fort McMurray

Pay Level: PL7
Rate: $43.77
COLA*: Bi-Weekly - $480

Posted (dd/mm/yyyy): 08/03/2025
Closing Date (dd/mm/yyyy): 23/03/2025
Posting Type: Internal and External

*COLA (Cost of Living Allowance) amount listed is based on full-time hours; COLA for casual positions will be prorated based on hours worked.

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GENERAL DESCRIPTION:

Under general supervision, the Customer Service Agent supports a variety of administrative and front facing customer service functions within the Municipality. Working closely with team members to coordinate rotating tasks across multiple environments, the Customer Service Agent operates municipal Pulse communication platforms, supports Vehicle for Hire (VFH) programming, and provides reception and administrative support as assigned. This includes processing payments, providing general information and direction, and accepting applications for various municipal functions from the public. The Customer Service Agent is also responsible for providing operational and administrative support to Bylaw members, including providing dispatch services.  

RESPONSIBILITIES:

• Receive, direct, and respond to enquiries from a variety of platforms in a prompt, courteous, and professional manner. 
• Greet visitors and provide front counter reception assistance, including processing courier shipments. 
• Receive and process payment for a variety of municipal services including but not limited to utilities, property taxes, permits, collections, and licences. 
• Acquire a basic understanding of procedures for the various applications and permits and assist with the completion of applications for licences and various permits. 
• Maintain knowledge of municipal bylaws, municipal processes, procedures, and community information. 
• Record and store lost items turned over to the Municipality and process return of claimed items. 
• Adhere to cash handling procedures and balance cash float daily. 
• Coordinate and assist with the preparation, issuance, and filing of licence notices for annual fees for VFH. 
• Monitor and maintain record management systems to ensure VFHs hold a current licence and all business, or events hold the required permits and/or licences. 
• Data entry of permits, licences, fee payment and violation tickets and entering requests in the Customer Relationship Management (CRM) software. 
• Collect, review, and prepare documents to assist in coordinating work with enforcement agencies to facilitate the successful prosecution of bylaw infractions. 
• Provide first line support for member safety, running queries for emergent situations and perform status updates (10-70 checks). 
• Receive and dispatch calls for Bylaw support. 
• Monitor base radio station transmission for both rural and municipal repeaters. 
• Verify, record, and maintain electronic records of all incoming and outgoing calls, emails, in-person, and online requests in a variety of software applications. 
• Liaise with leader or designated personnel on developing and/or escalated issues/situations. 
• Assist in conducting municipal surveys, marketing programs, and provide support for special projects. 
• Support orientation, training, and peer mentoring of new and existing employees. 
• Ensure all necessary supplies and inventory (deposit bags, deposit books, receipt books, transit passes, animal licensing tags, etc.) are in stock. 
• Perform other related duties as required. 

QUALIFICATIONS

KNOWLEDGE, SKILLS, AND ABILITIES:

• Positive attitude and desire to provide exceptional customer service. Ability to deal courteously, tactfully, and effectively with a diverse range of people, using judgment, discretion, and sound decision-making skills, sometimes in conflict and/or complex situations.
• Ability to maintain composure and diplomacy in a demanding work environment.
• Strong verbal and written communication skills. 
• Must exercise confidentiality and discretion with client information.
• General math and numeracy skills, including demonstrated proficiency handling cash accurately.
• Advanced listening skills, with the ability to enter data quickly and transcribe detailed information to create enquiry tickets.
• Knowledge of Vehicle for Hire bylaws, impacts to industry, and related licensing and permit requirements.
• Ability to source information and utilize all available resources to problem solve.
• Strong attention to detail with the ability to learn quickly and retain information.
• Strong multitasking skills and ability to manage a high volume of calls and tasks simultaneously.
• Ability and willingness to adapt to changing priorities, technology, and procedures. 
• Knowledge of social media (Facebook, Twitter/X, etc.) and web-based applications.
• Ability to respond, and/or support response, to customer service inquiries via social media.
• Ability to work independently and as part of a collaborative team.
• Proficient in Microsoft Office applications (Outlook, Word, Excel), with the ability to learn other software applications such as (but not limited to) SAP, Omnigo Dispatching System, AS400, and Automatic Vehicle Location applications

EDUCATION AND EXPERIENCE: 

• Certificate in Office Administration, Business Administration, Accounting, Paralegal, Criminal Law, or other equivalent education program is required. 
• Three (3) years of related customer service experience in a fast-paced/high volume administrative or office support position is required.
• One (1) year of accounting or cash handling experience processing a variety of payments in an office, municipal, or banking environment is required. 
• Previous municipal or banking experience is considered an asset.
• Previous radio experience is considered an asset.
• Related experience in a police or legal environment is considered an asset.

OTHER REQUIREMENTS: 

• Submission of a Criminal Record Check  is required.
• Equipment and/or competency testing will be required.
• Ability to work a rotating shift that includes holidays, evening/night shifts, and weekends.
• A valid Class Five (5) Operator’s Licence is an asset. 

SAFETY: 

As an employee of the Regional Municipality of Wood Buffalo, the incumbent is responsible for understanding and actively participating in the RMWB’s health and safety management system, and complying with all policies, practices, and procedures. All employees must take reasonable care to protect the health and safety of themselves and others, as well as immediately report any concerns, near misses, incidents, and hazardous conditions to their supervisor. 
 

To apply: Please visit our website at jobs.rmwb.ca
Current employees must apply through the internal careers site. 
We appreciate the interest of all applicants; however, only those individuals
selected for interviews will be contacted.  Late applications will not be accepted.