Customer Service Representative

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, joinThe City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

As a Customer Service Representative, you will be responsible for providing information regarding Calgary Housing's (CH) different programs to applicants, residents, advocates, social agencies and the general public in a fast-paced environment. You will support individuals and families who are experiencing housing challenges and, at times, other vulnerabilities. Primary duties include:

• Provide information and answer questions on CH programs and processes through a variety of channels (including face-to-face, over the phone, electronic and email interactions).
• Assess eligibility and prioritization for housing programs based on legislation and Calgary Housing criteria.
• Assist customers to ensure application/tenancy documentation is submitted accurately and completely.
• Complete documentation updates and ensure accuracy of all customer information.
• Provide compassionate and equitable customer service to a diverse customer base in person and through other communication channels.
• Provide information to guide customers to other Calgary Housing partners and other supports and programs in the community.
• Assist citizens with completing and submitting new applications.

Qualifications

• A High School diploma or equivalency ( GED) plus job related courses (such as child and youth development, disability studies, substance abuse/mental health, housing/homelessness, etc.) and at least 5 years of experience in a fast paced, high volume customer service environment working with vulnerable populations; OR
• A completed 1 year certificate in Human Services or related field and at least 3 years of experience; OR
• A completed 2 year diploma in Human Services or related and at least 1 year of experience.
• Intermediate proficiency with Microsoft Office (Word, Excel, Outlook) is required.
• Working knowledge of the Protection of Privacy Act (POPA), Access to Information Act (ATIA), and Social Housing Accommodation Regulations (SHAR) will be considered assets.
• Strong communication and interpersonal skills with the ability to effectively serve vulnerable populations with empathy, sensitivity, dignity and respect using sound judgement and professionalism.
• Proven attention to detail, problem solving skills and the ability to adapt to changing priorities on short notice is essential.