Public Service Representative - Edmonton, Canada - City of Edmonton

City of Edmonton

Verified Company

Edmonton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Number:49705**You will also resolve incoming and outgoing calls utilizing trade based knowledge, scripting, and a network of contacts.
This position requires an understanding of Facility Maintenance operations and SAP Plant Maintenance.

Work is performed with limited direct supervision and is evaluated based on overall service delivery, reports, records, discussions, and complaints received.

Your success will be measured by your ability to achieve results in a respectful, inclusive and service-minded way.

With a focus on the City of Edmonton's Cultural Commitments to Safe, Helpful, Accountable, Integrated and Excellent, you will:

Dispatch emergency and high-priority calls as required to Foreperson/Supervisor and Contracted Services or Vendors and complete associated work orders
Same day processing of service requests and work orders of client service calls
Ensure all information taken for various work is entered accurately and timely into the SAP system and assigned to various trades personnel
Determine personnel to be dispatched based on type of call/trade required by zone
Clarify and assess client needs, provide solutions or refer the client to the appropriate person for resolution, provide status updates
Determine if requests are recoverable and appropriate create settlement
Provide support to field and operations staff
Create internal service requests as a result of onsite observations by field staff
Network with client on behalf of trades and assist Foreperson or Supervisor on information for clarity as required
Share ideas for improvement and knowledge with coworkers to provide the highest level of service
Relay to client departments any calls received and / or actioned after hours
Perform other related duties as required

Qualifications:

Completion of Grade 12, supplemented by 2 related courses in the technical area of specialty i.e. call centers, public relations or communications and Minimum of 3 years' public relations and business experience

OR:

High school education and a minimum of 5 years' public relations and business experience, including minimum of 2 years' of related and relevant experience
Knowledge of technical, mechanical and operational requirements related to maintenance/equipment and services

Excellent customer service and problem solving skills

Ability to think and react quickly and calmly under pressure
Demonstrated proficiency in SAP Plant Maintenance, Google tools, and general computer skills
Knowledge of the applicable procedures, policies and regulations pertaining to the area of specialty
Ability to communicate effectively with a variety of clients, trade staff, business partners, and public
Strong writing skills with the ability to provide clear instructions
Demonstrate service excellence, embracing diversity and promoting inclusiveness
Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City's Cultural Commitments, please visit
Demonstrate the foundational competencies, key behaviours and attributes of the City's six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City's leadership competencies, please visit
Applicants may be tested

_ 1 Permanent and 1 Temporary Full-Time position for up to 18 months in accordance with Article 18.02 of the Collective Agreement_

Hours of Work: 33.75 hours per week. Monday through Friday.
The weekly hours of work for this position are currently under review and may change at a future time.

Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.

Salary Range:
$ $ Hourly)

Talent Acquisition Consultant:
PL/RA

Classification Title:
Public Service Rep I

Posting Date:
May 13, 2024

Closing Date:
May 27, :59:00 PM (MDT)

Number of Openings (up to): - Permanent and Temporary Positions Full-time

Union:
CSU 52

Department:
Fleet and Facility Services

Work Location(s): Westwood Central Service Yard, St Edmonton T5G 2S7