Consumers Information Officer

Role Responsibilities

Do you have a passion for offering excellent customer services while dealing directly with the public for responding and resolving issues in a courteous and timely manner? Do you enjoy working in a fast-paced call centre environment? If so, we have an incredible career opportunity for you!

Reporting to the Team Lead, as an Information Officer, you will be primarily responsible for providing courteous, timely and accurate information or advice to callers regarding legislation and associated programs. Information to callers can include guidance on avenues available; legislative controls related to their concerns; and referrals to other government departments and outside agencies. 

To be successful in this role you will need to demonstrate:

• Excellent written and verbal communication skills.
• 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.
• Strong and creative problem-solving skills.
• The ability to contribute collaboratively and effectively within a team environment with minimal supervision and a high degree of personal accountability and professionalism.
• The ability to comprehend and interpret legislative issues and relay information in understandable terms to clients.
• Familiarity with programs administered by other government departments and agencies.
• The ability to use appropriate telephone techniques, professionalism, and good judgment in the handling of calls regarding complex, multifaceted, politically sensitive, and high priority complaints.
• Strong keyboarding skills.

Please click on this link to view the job description for this position.
 

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.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.
 

• Systems Thinking: By keeping the whole picture in mind, we are more likely to create innovative and sustainable solutions.
• Creative Problem Solving: As the issues and relationships facing the APS continue to become increasingly complex, and as change continues to occur at an increasingly fast pace, we require a new approach to problem solving. We need to be more innovative and creative as we address current and future challenges.
• Agility: Being agile means that each of us needs to be able to anticipate, quickly adapt, take advantage of opportunities, and make effective decisions.
• Drive For Results: To achieve our goals we need to be disciplined in managing our projects and proactively address challenges and find solutions

Qualifications

Requirements: 

• High school diploma.
• Four years of related experience such as call centre or customer service positions.

Equivalencies:

• A one-year certificate and three years of related experience.
• A two-year diploma and two years of related experience.

Preference will be given to the following:

• Experience working with Microsoft Office (Outlook, Word and Excel), strong keyboarding skills are required.
• Knowledge of CXone, Reflections, and ServiceNow or similar computer programs.
• Knowledge of Acts, Legislation and Agreement including but not limited to FOIP Act, the Residential Tenancies Act, Fair Trading Act, Confominium Property Act and appropriate regulations. 
• At least 6 months high volume call center experience.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards
 

Notes

Please Note: 

• There is one (1) full time permanent position available, this competition may be used to fill additional permanent and temporary vacencies. 
• Hours of work are 36.25 per week, Monday – Friday, 8:15AM -4:30PM.
• Location: Terrace Building, 9515 - 107 Street, NW. 

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in. 

 

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

• Working for the Alberta Public Service - https://www.alberta.ca/advantages- working-for-alberta-public-service.aspx
• Public Service Pension Plan (PSPP) - https://www.pspp.ca
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.