Job Information

Job Requisition ID: 36209

Ministry: Service Alberta and Red Tape Reduction

Location: Edmonton

Full or Part-Time: Full Time

Hours of Work: 36.25 hours per week

Regular/Temporary: Regular

Scope: Open Competition

Closing Date: December 22, 2022

Classification: Subsidiary 01B 3625 Administrative Support 6

About Us

Every Service Albertan strives to enable the success of our Ministry partners and Albertans through providing exceptional client focused services that meet and exceed our clients’ expectations. We are looking for collaborative, agile, solutions focused individuals with strong communication skills and a strong service orientation. If that describes you, please read on!

Service Alberta Program areas include Motor vehicles, Vital Statistics, Corporate Registry, and other business specialists, as required. The purpose of these contacts is to provide clarification, advice, and assistance with regards to the legislation, policy, and procedures from various ministries.

The Contact Centres Unit primarily focuses on responding to public inquires related to Consumer and Residential Tenancies legislation, including complex, multi-faceted politically sensitive and high priority complaints/offences/concerns under various pieces of legislation administered by Service Alberta.

Role

Are you looking for a challenging opportunity in a fast-paced environment with the ability to interact with a variety of stakeholders and supports a team that ensures information services are continuously available for Albertans, Law enforcement, the government, and other stakeholders? If so, this is the job for you!

Reporting to the Team Lead Registries, the main responsibilities of the Information Officer is to provide full and accurate information services to callers via the telephone regarding all aspects of registries legislation and related programs in a courteous and timely manner. A key component to this position is assessing calls to identify compliance / non- compliance with the legislation.

The successful incumbent will provide information, advice, and guidance on avenues available and on legislative controls relating to the concerns to assist callers in resolving their problems. The incumbent will also provide appropriate referrals to municipal, provincial, or federal government departments, agencies, associations, courts, law enforcement bodies and legal counsel when the call does not pertain to Service Alberta. This requires the Information Officer to be familiar with programs administered by other government departments and agencies.

This position will utilize the Information Services via electronic mail and make sure written responses are generated to provide the public with information that are received and replied to through electronic mail while ensuring written responses are accurate, complete, and correct in grammatical structure and form.

The Information Officer will log clients’ calls on the ServiceNow for statistical and reporting purposes, research concerns and report them to the Director or Team Lead. They will also develop and maintain an extensive knowledge base to respond to inquiries.

As a Contact Centre team member, the Information Officer is expected to share with colleagues any specialized knowledge with acts, programs, or telephone applications.

This position may be required to review and update electronic scanned messages as required to ensure the information being disseminated to the public is accurate, make sure updated messages are reviewed by the Contact Centre Team Lead and aid the Team Lead by assisting co-workers with difficulties they may encounter with any questions pertaining to the legislation and programs.

When required by the Contact Centre Team Lead, the Information Officer may assist with training colleagues, provide suggestions relating to changes to internal policies, procedures, and existing protocol where appropriate.

The successful candidate

• Possesses excellent written and verbal communication skills with exceptional attention to customer service.
• Has the ability/willingness to work in a fast-paced challenging team environment, multi-task and be self-directed while maintaining a high level of productivity and quality.
• Demonstrates strong creative problem-solving skills.
• Functions independently and contributes collaboratively and effectively within a team environment with minimal supervision and a high degree of personal accountability and professionalism.
• Has the ability to comprehend and interpret legislative issues and relay information in understandable terms to clients.
• Must be familiar with programs administered by other government departments and agencies.
• Must be able to use appropriate telephone techniques, professionalism, and good judgment in the handling of calls regarding complex, multifaceted, politically sensitive, and high priority complaints.

Qualifications

High school diploma and four years of related experience is required in customer services dealing directly with the public as well as six months registries or related experience.

Related experience includes well versed in all aspects of Alberta’s Consumer Legislation, proficiency with CXone, ServiceNow, Microsoft programs and strong communication and keyboarding skills.

Experience working with ROADS, VISTAS, CORES, & Microsoft Office (Outlook, Word, and Excel) is required.

Equivalency: Directly related experience or education considered on the basis of: one year of experience for one year of education or one year of education for one year of experience.

Asset:

Proficiency with CXone, ServiceNow is considered as an asset.

Applications without a cover letter explaining how your experience relates to the position will not be considered.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

The link below will assist you with understanding competencies:

Systems Thinking: you will consider how work completed can impact a variety of other groups/projects inside and outside the Alberta Public Service.

Creative Problem Solving: you will assess options and implications in new ways to achieve outcomes and solutions.

Agility: you will need to provide results in a complex, diverse and changing environment.

Drive for Results: you will work with your team to set goals and priorities and to deliver outcomes that are consistent with the direction of the department.

Develop Networks: you will proactively build networks, connect and build trust in relationships with different stakeholders.

Build Collaborative Environments: you will lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.

Develop Self and Others: you will drive by example a team culture that is focused on continuous learning and growth and encourage self-development through experience sharing.

Salary

$2,042.85 to $2,511.72 bi-weekly ($53,318-$65,556/year)

Notes

Currently, there is one permanent position available.

This position is located out of the Terrace Building, 9515 107 Street, NW, Edmonton, AB.

Hours of Work:

Monday-Friday 8:15 am-4:30 pm with one hour lunch break

Links and information on what the GoA has to offer to prospective employees.

• Working for the Alberta Public Service –
• Pension plans:
  • Public Service Pension Plan (PSPP) –
  • Management Employees Pension Plan (MEPP) –
• Leadership and mentorship programs
• Professional learning and development
• Positive workplace culture and work-life balance

Research Alberta Public Service Careers tool

How To Apply

If you are not currently an employee with the Government of Alberta, the first step in applying for a job is creating your candidate profile within our online application system,

Existing employees should access the Career tile in 1GX to submit their application in order to be recognized as an internal applicant.

Once you have created your candidate profile, visit the Alberta Public Service job site to apply for jobs at

Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience and relevant examples of required competencies.

Resources for applicants:

It is recommended that applicants who have obtained educational credentials from outside of Canada and have not had them previously assessed, obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)

Closing Statement

This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.

We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.

If you require any further information on this job posting or a copy of the role profile, and/or require a disability related accommodation during the recruitment process, please contact Liliane Karara at Liliane.Karara@gov.ab.ca.

If this competition is closed as per the closing date noted above, please continue to check